Senior VoIP Engineer

About the Company

Skywire Networks/Xchange Telecom is one of the most active and fastest growing Internet and Network Service Provider in New York City with more than 2,000 lit buildings, 50 neighborhood hubs and relays, and a near-net footprint exceeding 350,000. We sell Ethernet Private Lines, Internet Services and hosted voice services to both businesses and residential clients at speeds ranging from 10mb to 10gb. Skywire Networks/Xchange Telecom addresses the problem of poor fiber density in NYC in a multitude of ways by leveraging various edge technologies including Fiber and Fixed Wireless Access.

About the Role

Under the direction of the Senior Director of Engineering, the Sr. VoIP Engineer is responsible for supporting Skywire’s VoIP and Wireless infrastructure and providing thought leadership for highly resilient and available voice infrastructure. This position will stay abreast of modernizations and upgrades, technology trends and future changes and evolutions to voice systems. Responsibilities include providing design, engineering, implementation, and end-user technical support for all infrastructure-based projects, including equipment installation and maintenance, troubleshooting, system monitoring and alerting, and timely problem resolution. This is a key role in ensuring our customers service and support for their needs are met.

Responsibilities

• Manage the end-to-end voice-infrastructure initiatives and delivery lifecycle – gather business requirements, create reliable voice system architectures, translate them into technical requirements/task, and drive network projects to completion.
• Provide Tier 4 technical support for enterprise customers, troubleshooting voice, video and data traffic.
• Support infrastructure projects: install and maintain VOIP equipment, monitor systems and alerts, and resolve problems to ensure system stability and overall health of the voice network.
• Ensure operational SLAs and departmental procedures are being met, day-to-day priorities are managed, expectations are clearly set with voice services customers and external partners.
• Accountable for responding to service tickets, supply detailed root-cause analyses, prepare outage reports, and deliver all levels of issue resolution support which may be required during off-hours, weekends, and holidays as needed.
• Interact with cross-functional teams (engineering, customer support, operations, product, etc.) to achieve optimal results on assigned tasks.
• Act as the primary VOIP engineering contact for external suppliers during equipment installation, product changes, feature qualifications, repairs or removals.
• Work with suppliers on VOIP network components and stay current on new products or features that could benefit customers.
• Utilize software and hardware diagnostic tools to identify, diagnose and repair complex system-performance issues.
• Maintain accurate network diagrams and configuration records for all voice and data devices.
• Stay abreast of VoIP security measures (e.g., STIR/SHAKEN, robocall mitigation) and apply them as needed.
• Manage least-cost routing (LCR), carrier rate decks, and voice traffic translations, ensuring timely LERG updates and deployments.
• Perform systems and applications performance characterization and trade-off studies through analysis and simulation.

Qualifications

• Bachelor’s degree in information systems, Engineering, Computer Science, or related field, or comparable Military experience (Master’s preferred).
• Minimum of 8 years of experience supporting telecom VOIP infrastructure.
• Excellent analytical, troubleshooting, and problem-solving skills required with the ability to make recommendations based on findings and VOIP best practices.
• Must have experience managing complex SLAs in a multi-vendor environment.
• Strong team player collaborating across functional teams.
• Excellent communication and stakeholder management skills.
• Experience with IT process automation.
• Understanding of industry trends and tools.
• A proven professional with proficient interpersonal, written, verbal, and time management skills.

Required Skills

• Deep expertise with call agents and SBCs – Metaswitch, Permeta and Alianza a plus.
• Strong command of VoIP protocols: SIP, H.323, MGCP, RTP; solid understanding of voice codecs (G.711, G.729) and QoS.
• Hosted voice & SIP-trunking experience; hands-on work with access/edge Session Border Controllers.
• Legacy E9-1-1 and NG9-1-1 standards familiarity.
• Supplier platform experience: Avaya, Cisco, Oracle, BroadSoft, Microsoft UC suite, Polycom, Adtran IADs, PBXs/IP-PBXs.
• IP networking fundamentals – IPv4/IPv6 addressing (CIDR, VLSM), ARP, routing, VLANs (802.1q), TCP/IP, SFTP, DHCP, LAN/WAN, routers, switches, firewalls.
• Carrier-grade SIP solution design and deployment.
• VoIP security platforms and troubleshooting tools (e.g., STIR/SHAKEN, robocall mitigation).
• Least-cost routing (LCR) & carrier rate-deck management experience.
• Cloud expertise – private, public or hybrid clouds (AWS desirable).
• Scripting and test-automation skills (e.g., Python, Bash) highly preferred.
• Telecommunications industry background.

Preferred Skills

• Experience with IT process automation.
• Understanding of industry trends and tools.