Voice Engineer

About the role

We are seeking an experienced Voice Engineer to design, implement, maintain, and troubleshoot enterprise voice and contact center environments. The ideal candidate will have strong hands-on experience with Cisco Contact Center technologies, Cisco Unified Communications, and Genesys C73, along with a solid understanding of SIP, VoIP, routing, and call-flow architecture.

Responsibilities

• Design, deploy, configure, and support enterprise VoIP and voice infrastructure.
• Administer and troubleshoot Cisco Contact Center environments, including Cisco Unified Contact Center Enterprise (UCCE), Cisco Unified Communications Manager (CUCM), and related voice components.
• Support and maintain Genesys C73 contact center platforms, including configuration, call routing, agent functionality, and integrations.
• Configure and troubleshoot SIP trunks, gateways, dial peers, call routing, codecs, DTMF, and signaling.
• Develop and troubleshoot complex IVR, ACD, CTI, call-flow, and routing configurations.
• Monitor voice and contact center environments and proactively identify performance, capacity, and availability issues.
• Troubleshoot voice-quality problems involving latency, jitter, packet loss, echo, and codec mismatches.
• Integrate voice platforms with PSTN carriers, Clients, CRM applications, recording platforms, workforce management systems, and other enterprise applications.
• Perform upgrades, migrations, patching, and lifecycle management for Cisco and Genesys platforms.
• Analyze SIP traces, call logs, packet captures, and application logs to identify and resolve complex incidents.
• Work with network, security, application, carrier, and infrastructure teams to resolve end-to-end voice issues.
• Create and maintain technical documentation, network diagrams, configuration standards, and operational procedures.
• Participate in implementation projects, change management, testing, and production cutovers.
• Provide escalation support for critical voice and contact center incidents.

Requirements

• 5+ years of experience supporting enterprise voice, VoIP, or contact center environments.
• Hands-on experience with Cisco Contact Center technologies or Genesys C73.
• Strong experience with Cisco Unified Communications Manager (CUCM).
• Strong understanding of SIP, RTP, TCP/IP, DNS, DHCP, QoS, and VoIP protocols.
• Experience troubleshooting SIP signaling and call flows using packet captures and protocol traces.
• Experience with Cisco gateways, CUBE/Client technologies, SIP trunks, dial peers, and PSTN connectivity.
• Knowledge of IVR, ACD, CTI, call routing, agent states, queues, and contact center reporting.
• Experience with enterprise voice monitoring and troubleshooting tools.
• Strong analytical, troubleshooting, documentation, and communication skills.

Qualifications

• Performed basic network configuration and troubleshooting using routers, switches, IP addressing, VLANs, and DHCP.
• Cisco CCNA/CCNP Collaboration or equivalent experience.
• Genesys certifications or equivalent Genesys platform experience.
• Experience with Cisco UCCE, CVP, Finesse, CTI, and ICM scripting.
• Experience with Genesys routing, SIP Server, Configuration Server, Management Framework, and reporting components.
• Experience with cloud or hybrid contact center environments.
• Knowledge of Microsoft Teams Phone, Clients, Webex Calling, or other UC platforms.
• Experience with automation and scripting using Python, PowerShell, or similar technologies.

Skills

Core Technical Skills:

• Cisco: CUCM, UCCE, CVP, Finesse, CUBE, gateways, SIP, dial peers, ICM scripting
• Genesys: Genesys C73, routing, SIP, CTI, IVR, ACD, reporting
• Protocols: SIP, RTP, TCP/IP, DNS, DHCP, HTTP/HTTPS
• Networking: QoS, VLANs, routing, switching, firewalls, Clients
• Troubleshooting: Wireshark, SIP traces, packet captures, call-flow analysis, voice-quality analysis
• Platforms: Enterprise VoIP, Contact Center, IVR, CTI, PSTN, SIP Trunking

Key Attributes:

• Strong problem-solving and analytical skills
• Ability to troubleshoot complex voice issues under pressure
• Excellent communication and cross-functional collaboration skills
• Strong documentation and change-management discipline
• Ability to work independently while supporting enterprise production environments