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Role Overview
We are seeking an experienced Voice Engineer with strong expertise in IPT (IP Telephony), UCaaS, and enterprise voice infrastructure support. The ideal candidate will have hands-on experience managing large-scale enterprise telecom environments, supporting global users, troubleshooting complex voice infrastructure issues, and coordinating with vendors/OEMs for operational excellence.
The engineer will support enterprise voice services for a global user base exceeding 10,000 users and will be responsible for incident management, telecom operations, voice infrastructure support, and end-user issue resolution.
Key Responsibilities
IPT / Voice Technologies
Role Overview
We are seeking an experienced Voice Engineer with strong expertise in IPT (IP Telephony), UCaaS, and enterprise voice infrastructure support. The ideal candidate will have hands-on experience managing large-scale enterprise telecom environments, supporting global users, troubleshooting complex voice infrastructure issues, and coordinating with vendors/OEMs for operational excellence.
The engineer will support enterprise voice services for a global user base exceeding 10,000 users and will be responsible for incident management, telecom operations, voice infrastructure support, and end-user issue resolution.
Key Responsibilities
- Manage telecom operations and voice services for an enterprise environment supporting 10K users.
- Handle and troubleshoot critical IPT and voice-related incidents and service requests.
- Procure and manage telecom devices, including deployment, replacement, and lifecycle management.
- Support enterprise IPT infrastructure and resolve issues related to:
- Call routing
- Call quality
- Call path failures
- SIP connectivity
- Voice gateway issues
- UCaaS platform issues
- Provide support for:
- IPT phones
- Voice/data services
- Wireless services
- Billing and usage inquiries
- Coverage and connectivity issues
- Coordinate with OEMs, telecom vendors, field services, and local IT teams for:
- Device repairs
- Break-fix activities
- Loaner/spare device management
- Escalation handling
- Monitor incident queues and ensure timely resolution of incidents, service requests, and operational tasks.
- Work closely with global stakeholders, vendors, and support teams to maintain service availability and operational stability.
- Follow operational SLAs and ITIL-based support processes.
IPT / Voice Technologies
- Strong hands-on experience with:
- Cisco CUCM
- Cisco Unity
- Cisco CUBE
- Voice Gateways
- SIP
- SCCP
- MGoogle Cloud Platform
- SME
- WXCC
- UCaaS platforms
- Understanding of:
- Enterprise voice infrastructure
- Telecom expense management
- Voice/data/wireless services
- Call flow and call routing
- PSTN connectivity
- VoIP technologies
- Voice troubleshooting methodologies
- Experience handling:
- Incident management
- User support
- Service requests
- Vendor coordination
- Break-fix support
- Telecom billing and usage analysis
- 5 years of relevant IPT / Voice Engineering experience
- Experience supporting enterprise/global telecom environments
- Hands-on experience with Cisco voice technologies and UCaaS platforms
- Experience working with global customers and distributed support teams
- Strong troubleshooting and communication skills
- ITIL process knowledge
- Experience with enterprise telecom migrations or deployments
- Exposure to cloud voice/UCaaS solutions
- Experience with telecom asset and expense management
- Excellent verbal and written communication skills
- Strong stakeholder management skills
- Ability to work independently in high-pressure support environments
- Strong coordination and follow-up capabilities
- Customer-focused mindset with attention to detail