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Key Responsibilities and Required Skills for Voice Engineer

💰 $95,000 - $140,000

Information TechnologyNetwork EngineeringTelecommunicationsUnified Communications

🎯 Role Definition

As a Voice Engineer, you will be the cornerstone of our communication systems, ensuring seamless and reliable voice, video, and messaging services for our entire organization. You will serve as the subject matter expert for our global unified communications (UC) environment, taking ownership of the full lifecycle from design and deployment to operational support and optimization. This pivotal role requires a proactive problem-solver who can manage complex voice networks, troubleshoot intricate issues, and drive the evolution of our collaboration technology stack to meet future business demands. You will work closely with network, security, and application teams to deliver a world-class communication experience for our employees and customers.

📈 Career Progression

Typical Career Path

Entry Point From:

  • Network Administrator with a focus on voice
  • Telecommunications Analyst
  • IT Support Specialist (Tier 2/3)

Advancement To:

  • Senior Voice Engineer / Lead UC Engineer
  • Unified Communications Architect
  • Collaboration or IT Infrastructure Manager

Lateral Moves:

  • Network Engineer
  • Cloud Engineer (with a focus on Teams/Webex)
  • Cybersecurity Engineer

Core Responsibilities

Primary Functions

  • Design, implement, and manage the enterprise Cisco Unified Communications environment, including CUCM, Unity Connection, IM & Presence, and Expressway (MRA).
  • Configure, deploy, and maintain Cisco voice gateways (ISR G2/G3/4K), CUBE, and Session Border Controllers (SBCs) for carrier-grade SIP trunking.
  • Develop and maintain complex dial plans, call routing logic, and calling search space/partition configurations to support global business operations.
    ax- Provide advanced, Tier 3 technical support for all voice-related incidents, performing deep-dive troubleshooting and root cause analysis for service interruptions.
  • Manage and support the enterprise contact center platform (e.g., Cisco UCCX/UCCE), including scripting, agent configuration, and reporting.
  • Perform regular system maintenance, including software/firmware upgrades, patching, and hardware refreshes across the entire voice infrastructure.
  • Proactively monitor system health, call quality metrics (MOS, Jitter, Latency), and trunk capacity to ensure high availability and performance.
  • Configure and manage Quality of Service (QoS) policies across the LAN and WAN to prioritize real-time voice and video traffic.
  • Lead and participate in projects related to new site deployments, system migrations, and the integration of new collaboration technologies.
  • Maintain comprehensive documentation of the voice environment, including network diagrams, configuration standards, and operational procedures.
  • Administer and support voice and video endpoints, including Cisco IP phones, Jabber soft clients, and video conferencing room systems (Cisco/Poly).
  • Ensure the security of the voice infrastructure by implementing best practices, managing certificates, and collaborating with the cybersecurity team.
  • Manage and configure E911 solutions, ensuring compliance with regulatory requirements and accurate location-based services.
  • Automate routine administrative tasks and reporting functions using scripting languages such as Python or PowerShell.
  • Collaborate with telecommunication carriers for circuit provisioning, troubleshooting, and number porting activities.

Secondary Functions

  • Evaluate and recommend new and emerging unified communications technologies, products, and services to enhance business productivity.
  • Participate in an on-call rotation schedule to provide after-hours support for critical voice infrastructure incidents.
  • Manage and support integrated voice recording and quality management (QM) platforms like Calabrio or Verint.
  • Integrate voice systems with other enterprise applications, such as Microsoft Active Directory, Exchange, and CRM platforms.
  • Assist in the development of business continuity and disaster recovery plans for all critical communication systems.
  • Provide training and knowledge transfer to junior team members and IT support staff.
  • Support ad-hoc data requests and exploratory data analysis related to call detail records (CDRs) and system performance.
  • Contribute to the organization's data strategy and roadmap, particularly for communications data.
  • Collaborate with business units to translate data needs from call centers into engineering requirements.
  • Participate in sprint planning and agile ceremonies within the infrastructure engineering team.

Required Skills & Competencies

Hard Skills (Technical)

  • Cisco UC Suite: Expert-level knowledge of Cisco Unified Communications Manager (CUCM), Cisco Unity Connection (CUC), and IM & Presence.
  • VoIP Protocols: Deep understanding of SIP, H.323, MGCP, and SCCP.
  • Session Border Controllers (SBCs): Hands-on experience with Cisco CUBE, Ribbon, or Oracle SBCs.
  • Contact Center Technologies: Proficiency with Cisco UCCX or UCCE, including scripting and administration.
  • Network Fundamentals: Strong knowledge of TCP/IP, routing, switching, and WAN technologies.
  • Quality of Service (QoS): Expertise in configuring and troubleshooting QoS for voice and video.
  • Troubleshooting Tools: Mastery of packet capture analysis using Wireshark and interpreting logs from voice gateways and call-control platforms.
  • Cloud Telephony: Experience with cloud-based voice solutions such as Microsoft Teams Voice (Direct Routing) or Webex Calling.
  • Scripting & Automation: Familiarity with Python, PowerShell, or other languages for automating UC tasks.
  • Video Conferencing: Knowledge of Cisco Expressway, Telepresence Management Suite (TMS), and video endpoints.
  • Carrier Services: Experience managing SIP trunks, PRIs, and analog lines with various telecommunication providers.

Soft Skills

  • Advanced Problem-Solving: Ability to systematically and logically troubleshoot complex, multi-faceted technical issues under pressure.
  • Excellent Communication: Strong verbal and written communication skills to effectively interact with technical peers, business stakeholders, and vendors.
  • Project Management: Ability to manage technical projects, define scopes, and meet deadlines.
  • Collaboration & Teamwork: A collaborative mindset with a proven ability to work effectively in a team-oriented environment.
  • Attention to Detail: Meticulous approach to configuration, documentation, and testing.
  • Customer Focus: A strong commitment to providing excellent service and support to end-users.

Education & Experience

Educational Background

Minimum Education:

  • Bachelor's degree in a relevant field or equivalent combination of professional experience and certifications (e.g., CCNP Collaboration).

Preferred Education:

  • Bachelor's or Master's degree in a technology-focused field.
  • Active Cisco Certified Internetwork Expert (CCIE) Collaboration certification.

Relevant Fields of Study:

  • Computer Science
  • Information Technology
  • Telecommunications Engineering
  • Network Engineering

Experience Requirements

Typical Experience Range: 5-8 years of dedicated experience in voice engineering and unified communications.

Preferred: 8+ years of hands-on experience engineering and supporting a large-scale, multi-cluster Cisco Unified Communications environment for a global enterprise.

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