Network Voice Engineer

Job Description

The Network & Telecom Support Engineer II is responsible for the support, implementation, and maintenance of the organization's network infrastructure and telephony systems.

Principal Duties and Responsibilities

• Network Implementation
• Assist in the deployment of network infrastructure, including routers, switches, firewalls, and wireless access points.
• Participate in the implementation and configuration of network solutions, ensuring alignment with organizational standards and best practices.
• Deploy network configuration through automated workflows following CI/CD practices.
• Contribute to the deployment of Software-Defined Wide Area Network (SD-WAN) solutions to improve network efficiency and reliability.
• Assist in the implementation of cloud connectivity solutions, optimizing for performance, security, and cost-effectiveness.
• Telephony Management
• Assist in operating and optimizing cloud-based telephony systems, including Webex Cloud for internal telephony, Webex Contact Center for IT Service Desk operations, and Vonage Contact Center for sales and customer care.
• Support the configuration and administration of telephony systems, leveraging automation tools and DevOps principles where applicable.
• Assist in the integration of telephony solutions with other IT systems and platforms.
• Monitor telephony system performance and usage metrics, analyzing data to ensure optimal performance and identify areas for improvement.
• Assist with telephony-related projects, including system upgrades, migrations, and new implementations.
• Operations and Support
• Provide on-call service 24x7 for Tier 2 support in partnership with Service Desk for network and telephony-related issues, troubleshooting and resolving problems in a timely manner.
• Maintain network and telephony performance using monitoring tools to identify and address potential issues proactively.
• Assist in the administration of network and telephony security services, including updating rules and filters to maintain a strong security posture.
• Support infrastructure maintenance activities, including upgrades and vulnerability patches.
• Collaborate with vendors and PSTN partners to resolve issues, manage upgrades, and maintain service contracts.

Process Improvement and Documentation

• Contribute to the development and enforcement of Standard Operating Procedures (SOPs) for network and telephony operations.
• Identify opportunities for operational process improvements, supporting initiatives to enhance efficiency and service quality.
• Assist in maintaining up-to-date documentation, including network diagrams, telephony configurations, and standard operating procedures.
• Develop and deliver training materials and documentation for end-users on telephony and network systems.

Education and Experience Requirements

• Education: Bachelor's degree in Computer Science, Information Technology, Telecommunications, Engineering, or a related field; or equivalent work experience.
• Experience: 1–2 years of relevant work experience in computer networks, telephony, or related IT support roles. Exposure to enterprise office and data center environments is a plus.

Skills and Expertise

• Workflow Automation: Identifying repetitive, rule-based tasks and leveraging AI to execute smart automations that save time and manual workload.
• Networking Technologies: Basic proficiency in configuring and managing network devices, including routers, switches, and firewalls. Familiarity with Cisco/Meraki, Cisco Catalyst, Cisco Nexus, and Palo Alto Networks is a plus.
• Telephony Systems: Foundational understanding of cloud-based telephony systems, including Cisco Webex Cloud and VoIP/SIP protocols. Experience with contact center platforms is a plus.
• Security: Knowledge of network and telephony security best practices, including compliance with security policies and industry regulations.
• Technical Proficiency: Familiarity with automation tools, GitHub, and CI/CD practices is beneficial.
• Troubleshooting: Strong problem-solving and analytical skills, with the ability to diagnose and resolve network and telephony issues efficiently.

Personal Attributes

• Team Player: Ability to work collaboratively with senior engineers, IT teams, vendors, and other stakeholders to achieve shared goals.
• Communication: Effective written and verbal communication skills, with the ability to explain technical concepts to non-technical audiences.
• Customer Focus: A commitment to providing high-quality support and improving the user experience for both internal and external stakeholders.
• Detail-Oriented: Strong attention to detail, ensuring accuracy in configurations and documentation.
• Adaptability: Ability to adapt to new technologies and processes in a dynamic work environment.