What are the responsibilities and job description for the VoIP Engineer position at Lakeview Loan Servicing?
Overview:
While performing the duties of this job, the employee is regularly required to sit and use hands to handle, touch or feel objects, tools, or controls. The employee frequently is required to talk and hear. The noise level in the work environment is usually moderate. The employee is occasionally required to stand; walk; reach with hands and arms. The employee is rarely required to stoop, kneel, crouch, or crawl. The employee must regularly lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, color vision, and the ability to adjust focus.
VoIP Engineers are responsible for design, implementation, and maintenance of company’s unified communications platforms, ensuring seamless and reliable communication services to support exceptional customer experience. This role involves resolving day-to-day technical issues, addressing support requests, and driving long-term projects to enhance our communication infrastructure. This role is paying between $75,000 to $130,000 with an annual bonus. The role is preferred to be hybrid out of our Agoura Hills, CA office but can be 100% remote for the right candidate.
Responsibilities:
- Design, configure, and maintain on-premises and/or cloud-based PBX system (UCaaS), including but not limited to user profiles, IVRs, auto attendants, call queues, and endpoint configurations.
- Develop and maintain call center setup (CCaaS), encompassing campaigns, ACDs, queues, IVRs, custom reports, etc.
- Design, implement, and maintain communication infrastructure platforms and equipment, including media gateways, soft phones, and desk phones.
- Troubleshoot and resolve call-related issues, such as connection problems, call drops, quality issues, and one-way audio.
- Manage and maintain company phone numbers (DID, TFN) and SIP trunks with VoIP vendors.
- Ensure seamless integration with third-party services to enrich call data and provide valuable business insights.
- Ensure telecom functionality, including messaging, fax and other services meets business requirements.
- Conduct regular system monitoring, maintenance, and upgrades to prevent downtime.
- Develop and maintain technical documentation for VoIP systems and processes.
- Bachelor's degree in Computer Science, Electrical Engineering, or a related field is preferred.
- 3 years of experience in VoIP engineering and unified communications
- Reasonable knowledge of VoIP protocols (SIP, H.323), PBX systems, and call center technologies
- Familiarity with scripting languages (e.g., Python, bash)
- Experience with UCaaS and CCaaS platforms (e.g., Zoom, Five9, FreeSWITCH)
- Experience with Zoom Phone and Zone Contact Center is a plus.
- Strong troubleshooting and problem-solving skills
- Excellent communication and collaboration skills
- AWS/Azure cloud experience is a plus.
- Knowledge of network protocols (TCP/IP, DNS, DHCP) is a plus.
Certifications, Licenses, and/or Registration
- Relevant certifications (e.g., CCNA Voice, CCNP Collaboration) is preferred.
Physical Demands and Work Environment
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit and use hands to handle, touch or feel objects, tools, or controls. The employee frequently is required to talk and hear. The noise level in the work environment is usually moderate. The employee is occasionally required to stand; walk; reach with hands and arms. The employee is rarely required to stoop, kneel, crouch, or crawl. The employee must regularly lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, color vision, and the ability to adjust focus.
EEOC
Lakeview is an Equal Employment Opportunity employer. All aspects of consideration for employment and employment with the Company are governed on the basis of merit, competence, and qualifications without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, or any other category protected by federal, state, or local law.
Salary : $75,000 - $130,000