Key Responsibilities and Required Skills for Voice Planner

🎯 Role Definition

At the heart of every seamless conversation, client interaction, and internal collaboration within our organization lies the meticulous work of a Voice Planner. This isn't just a technical role; it's about being the architect of our communication backbone. The Voice Planner is fundamentally responsible for the strategic design, engineering, implementation, and ongoing optimization of our enterprise-wide voice and unified communications (UC) systems. You will be the go-to expert for all things voice, from our core IP-PBX and VoIP infrastructure to contact center technologies and integration with collaboration platforms. This position ensures our voice network is not only stable and secure but also scalable and forward-looking, capable of meeting the dynamic communication demands of a modern business.

📈 Career Progression

Typical Career Path

Entry Point From:

Telecom Analyst / Voice Technician
Network Administrator / Engineer (with a voice focus)
IT Support Specialist (Tier 2/3)

Advancement To:

Senior Voice Engineer / Senior UC Engineer
Unified Communications (UC) Architect
IT Infrastructure Manager or Director

Lateral Moves:

Network Planner / Network Architect
Cybersecurity Engineer (with a focus on network/voice security)
Contact Center Solutions Architect

Core Responsibilities

Primary Functions

Spearhead the end-to-end design, planning, and implementation of enterprise-level VoIP and Unified Communications (UC) solutions, including complex call routing schemes, dial plans, and voicemail systems.
Take ownership of the entire lifecycle for voice infrastructure projects, from initial requirements gathering and vendor evaluation to full-scale deployment, rigorous testing, and smooth operational handover.
Develop and meticulously maintain comprehensive network diagrams, configuration documentation, and standard operating procedures (SOPs) for all voice systems, gateways, and endpoints.
Proactively conduct capacity planning and in-depth performance analysis of the voice network to guarantee optimal service quality (QoE) and ensure scalability for future business growth and traffic increases.
Serve as the highest tier of technical escalation (Tier 3/4) for troubleshooting and resolving complex voice service incidents, network outages, and persistent quality issues.
Continuously evaluate, recommend, and integrate emerging voice technologies, cloud communication platforms, and Computer Telephony Integration (CTI) solutions to enhance business processes.
Collaborate closely with network and security teams to design, implement, and validate Quality of Service (QoS) policies across the WAN and LAN to prioritize and protect real-time voice traffic.
Perform scheduled health checks, system patching, and firmware upgrades on critical voice infrastructure, including voice gateways, session border controllers (SBCs), and IP-PBX systems.
Plan and expertly execute the migration of legacy TDM/PBX systems to modern IP-based telephony platforms, ensuring minimal disruption to business operations and a seamless user experience.
Manage the technical aspects of relationships with telecommunications carriers and vendors, overseeing circuit provisioning, technical onboarding, and adherence to service level agreements (SLAs).
Architect and implement robust disaster recovery and business continuity plans for all critical voice communication services to ensure operational resilience.
Provide technical leadership, coaching, and mentorship to junior voice engineers and network administrators on industry best practices and advanced troubleshooting techniques.
Configure, manage, and secure Session Initiation Protocol (SIP) trunking, E911 services, and international dialing plans across a geographically dispersed, multi-site environment.
Lead the technical discovery, planning, and integration of disparate voice systems resulting from mergers, acquisitions, and new office or site deployments.
Develop custom scripts (e.g., using PowerShell or Python) and leverage automation tools to streamline routine voice system administration, reporting, and provisioning tasks.
Ensure all voice systems, configurations, and network architecture strictly comply with industry regulations (like HIPAA/PCI-DSS) and internal corporate security policies.
Work in partnership with contact center stakeholders to design, implement, and continuously optimize call flows, Interactive Voice Response (IVR) scripts, and complex skill-based routing.
Actively monitor the health and performance of the entire voice ecosystem using advanced network management systems (NMS) to proactively identify and remediate potential issues before they impact users.
Create detailed project proposals, technical roadmaps, and business cases for major voice-related initiatives, and confidently present them to IT leadership and senior management.
Coordinate with diverse IT and business departments to guarantee the seamless integration of voice services with other enterprise applications, including CRM platforms, email, and collaboration tools like Microsoft Teams.

Secondary Functions

Support ad-hoc data requests and exploratory data analysis related to call detail records (CDRs) and system performance metrics.
Contribute to the organization's broader IT infrastructure strategy and technology roadmap.
Collaborate with business units to translate their communication needs into tangible technical requirements for the engineering team.
Participate in sprint planning, daily stand-ups, and other agile ceremonies within the infrastructure team.

Required Skills & Competencies

Hard Skills (Technical)

VoIP & UC Platforms: Deep expertise in configuring and managing enterprise systems like Cisco Unified Communications Manager (CUCM), Unity Connection, and IM & Presence, or equivalent experience with Avaya Aura platforms.
VoIP Protocols: Comprehensive understanding of SIP, H.323, MGCP, RTP/RTCP, and the ability to analyze packet captures for troubleshooting.
Session Border Controllers (SBCs): Hands-on experience with configuration and management of SBCs from vendors such as Ribbon/Sonus, Oracle/Acme Packet, or Cisco CUBE.
Network Quality of Service (QoS): Proven ability to design and implement end-to-end QoS policies (classification, marking, queuing, policing) to protect voice and video traffic.
Core Networking: Strong foundation in network routing and switching fundamentals, including BGP, OSPF, VLANs, and IP subnetting.
Contact Center Technologies: Experience with planning or supporting contact center platforms like Cisco UCCE/UCCX, Genesys, or Avaya Call Center Elite, including call flow and IVR design.
Cloud Voice Solutions: Familiarity and practical experience with cloud-based communication platforms such as Microsoft Teams Voice (Direct Routing/Operator Connect), RingCentral, or Zoom Phone.
Carrier & PSTN Connectivity: In-depth knowledge of T1/E1, PRI, and SIP trunking, including provisioning, testing, and troubleshooting with telecom carriers.
Network Analysis Tools: Proficiency in using tools like Wireshark, SolarWinds (VoIP & Network Quality Manager), or IR Prognosis for performance monitoring and root cause analysis.
Scripting & Automation: Basic to intermediate scripting ability (e.g., PowerShell, Python) to automate administrative tasks and generate reports.

Soft Skills

Analytical & Problem-Solving: A natural ability to dissect complex, multi-faceted technical issues, identify the root cause, and develop robust, long-term solutions.
Project Management: Excellent organizational skills with the capacity to manage multiple projects simultaneously, from planning and execution to completion, while keeping stakeholders informed.
Clear Communication: The ability to articulate complex technical concepts clearly and concisely to both technical peers and non-technical business stakeholders, both verbally and in writing.
Collaborative Mindset: A strong team player who can work effectively with cross-functional teams, including network, security, server, and application support groups.
Vendor Management: Experience in communicating technical requirements to vendors, holding them accountable for SLAs, and managing escalations effectively.
Detail-Oriented: A meticulous approach to documentation, configuration, and testing to ensure accuracy and prevent service-impacting errors.
Composure Under Pressure: The ability to remain calm, focused, and methodical when troubleshooting critical service outages during high-pressure situations.

Education & Experience

Educational Background

Minimum Education:

Bachelor’s degree in a relevant field or an equivalent combination of professional certifications and significant, directly related work experience.

Preferred Education:

Bachelor’s degree in a technical discipline.
Industry-standard certifications such as CCNP Collaboration, CCNA, or equivalent from other vendors (e.g., Avaya, Ribbon).

Relevant Fields of Study:

Computer Science / Information Technology
Telecommunications Engineering
Network Engineering

Experience Requirements

Typical Experience Range:

5-8 years of progressive experience in a role focused on voice engineering, unified communications, or telecommunications.

Preferred:

Demonstrated experience in a large-scale, multi-site enterprise environment.
A proven track record of leading at least one major voice system migration or implementation project.
Experience working in an environment that requires adherence to strict change management controls.