Associate Voice Engineer

About the role

Manage, implement, and support enterprise telephony services with a focus on availability, performance, standardization, and secure connectivity across sites and environments. Provide end user support and work requests and tickets.

Responsibilities

• Configure and support voice infrastructure including IP telephony, SIP trunking, dial plans, and UCaaS platform services.
• Manage extension assignments, dial plan dependencies, call routing policies, and voice segmentation across sites.
• Monitor services and align settings and controls such as QoS to optimize performance of voice traffic, codecs, and real-time media flows.
• Support remote access services for voice platforms and troubleshoot connectivity and registration issues with security and network partners.
• Execute change planning, risk assessment, implementation, and validation for voice configuration changes (CAB aligned).
• Maintain voice documentation, call flow diagrams, trunk configs, standards, and as-built provisioning records.

Key Performance Measures

• Change success rate (no incidents / minimal rollback)
• Voice service availability and performance KPI attainment
• Reduction in recurring incidents (problem elimination)
• Compliance to standards (configs, segmentation, documentation)
• Delivery timeliness for assigned projects/requests

Qualifications

• Bachelor’s degree preferred (or equivalent experience)
• Microsoft Teams or Cisco Voice certifications or equivalent preferred
• Hands-on experience with Voice services and support at an enterprise level
• ITIL change practices familiarity preferred

Experience

• 2–3 years in voice system support
• Troubleshooting across Voice, L2/L3 networking, and Wi-Fi RF basics
• Experience with Corporate WAN services
• Experience with vendor/carrier circuit delivery and troubleshooting
• Documentation discipline (standards, diagrams, runbooks)

Scope Factors

• Geography: multi-site / regional to global scope
• Complexity: implements non-trivial changes; supports projects
• People: may mentor junior staff; leads small workstreams
• Budget: influences circuit/hardware needs; no direct P&L
• On-call: rotation for escalations and after-hours changes

Benefits

• Choice of medical plans with prescription coverage
• Employer HSA contribution
• Dental & Vision Insurance
• Paid Parental Leave
• Short & Long-Term Disability
• Other voluntary benefits including: Critical Illness, Hospital Indemnity, Identity Theft Protection and Pet Insurance
• 401K with generous Company match & contribution
• Accrued Paid Time Off
• 12 Paid Holidays + 1 Floating Holiday
• Robust employee wellness program
• Tuition assistance program