What are the responsibilities and job description for the Telephony Engineer position at Hatch Pros?
Travel %: 50%
Key Responsibilities
Key Responsibilities
- Install, configure, support, and maintain Avaya Aura components by working with smaller clinics and building out a transition plan to migrate independent systems into Avaya Aura Enterprise system.
- Troubleshoot VoIP call quality issues (latency, jitter, packet loss, one-way audio)
- Configure and support SIP trunks, codecs, dial plans, hunt groups, and call routing
- Work closely with network teams to ensure proper VLAN, QoS, and routing configurations
- Perform adds, moves, and changes (MACs) for phones, extensions, voicemail, and call routing
- Support endpoint devices (desk phones, softphones, conference phones)
- Assist with phone system upgrades, firmware updates, and vendor coordination
- Provide documentation for configurations, troubleshooting steps, and system changes
- Support integrations with voicemail, paging, conferencing, and carrier services
- Hands-on experience with Avaya Aura phone systems
- Strong understanding of VoIP technologies, including:
- SIP
- RTP
- Call Manager concepts
- Voicemail and auto-attendant call flows
- Solid networking knowledge, including:
- VLANs
- IP addressing and subnetting
- DNS and DHCP
- Basic routing and switching concepts
- Experience troubleshooting network-related voice issues
- Familiarity with firewall and NAT considerations for VoIP
- Ability to read packet captures and logs (Wireshark or similar tools is a plus)
- Experience supporting small business phone systems or mixed SMB/enterprise environments (HUGE plus)
- Exposure to other PBX platforms (Vodavi, Mitel, NEC, FreePBX, 3CX, etc.)
- Experience working with carriers and SIP providers
- Knowledge of QoS configuration on switches
- Basic scripting or automation experience (not required)
- Healthcare, financial, or multi-site environment experience