L3 Voice Engineer (Cisco)

CBTS; United States; On-site; USD 90,000 - 130,000; Full time

Job summary

CBTS is seeking a Voice Systems Engineer to manage telecommunications infrastructure, including call management systems, VoIP, voicemail, and voice gateways. You will oversee performance, analyze traffic, coordinate upgrades, and troubleshoot voice needs for customers.

The role also involves patching and troubleshooting VMware and Cisco UCS servers, supporting incident management in ServiceNow, and contributing to on-call rotation while meeting SLA targets.

Qualifications

• 5-7+ years in a multi-site Cisco telephony environment.
• Strong Cisco call flow troubleshooting experience.
• Strong Cisco UC server administration skills for patching/upgrades/troubleshooting.

Responsibilities

• Support incident management using ServiceNow.
• Monitor voice systems and perform traffic analysis.
• Manage Cisco CUCM, Unity Connection, and voice gateways.
• Assist with system upgrades and patching.
• Collaborate with cross-functional teams to resolve issues.
• Participate in on-call rotation and SLA adherence.

Skills

VMware

SIP

Advanced network troubleshooting

Clear communication

Tools

Cisco UC Server administration

Cisco Voice Gateways

UCS

ServiceNow

Job description

CBTS is looking for a Voice Systems Engineer. This resource will have responsibility for telecommunications infrastructure hardware and related software, such as call management systems, VoIP, Voicemail, Voice Gateway and other telephony and network applications. Oversee the performance of voice systems, conduct traffic analysis, system upgrades and supports customers/ users by troubleshooting their voice needs. Facilitate patching and troubleshooting for VMWare and Cisco UCS servers. To ensure this, the Level III Engineer proactively detects and addresses issues with trunks, profiles, endpoints, and dial plans. Includes the use of an enterprise Service Management platform (ServiceNow) where repair cases and service requests will be managed adhering to SLA/O’s. Also participates in an on-call rotation.

Essential Functions:

• Support all Incident Management processes and procedures utilizing a Service Management Platform
• Senior advanced working experience with:
• VMWare
• SIP
• Monitoring Tools
• Advanced Network understanding and troubleshooting.
• Cisco CUCM, clustered environment, administration and configuration
• Unity Connection
• Cisco Voice Gateways - build, configure and deploy
• IPv4
• SBC support (No programming)
• Program Phones/ configure SBC’s and handle deployments based on customer requirements
• Work with customer technical resources to diagnose and resolve integration issues with the customer environment.
• Collaborate with other-level resources, VARS, OEMs and end-users to resolve issues.
• Assist and maintain system, MAC, break-fix, Infra rebooting, SOP’s, etc., documentation.
• Proven ability to work independently and employ effective time management skills to organize an Experience in understanding customer requirements and driving the organization to achieve their expectations
• NICE support
• Professional and proactive work ethic with a focus on the customer
• Ability to collaborate with cross-functional teams
• Ability to communicate clearly
• Detail-oriented with excellent time management skills
• Able to relay technical information to both technical and non-technical personnel
• Drive quality and consistency
• Achieve key performance metrics, including consumer satisfaction, quality, and compliance
• Assist in the standardization of the Customer’s voice services to facilitate performance improvement towards best-in-class industry standards

Qualifications

• 5-7 years’ plus experience in a multi-site Cisco telephony environment
• Strong Cisco call flow troubleshooting experience
• Strong Cisco UC server administration skills for patching/upgrades/troubleshooting
• VMWare and UCS experience for patching/upgrades
• Strong troubleshooting skills and the ability to engage in troubleshooting efforts with the routing/switching team, data security, and wireless
• In-depth experience with VoIP best practices, processes and procedures for support and maintain of Cisco communication platforms

CBTS provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a protected veteran in accordance with applicable federal, state and local laws.

The compensation range in this posting reflects the Company’s good‑faith estimate at the time of publication. The applicable base pay range for any individual will be determined based on the candidate’s designated primary work location as well as factors including role scope and responsibilities, required qualifications, and the individual’s experience, education, skills, knowledge, and performance. Certain positions may also be eligible for additional compensation such as discretionary merit increases, bonuses, or sales‑based variable compensation in accordance with applicable plans and role requirements.