Voice Architect: VoIP, UC & Call Routing

Inuplands; Indiana; On-site; USD 90,000 - 120,000; Full time

Job summary

RTC Communications is seeking a Voice Engineer to own the architecture, lifecycle, delivery, and support of residential and commercial voice technologies.

The role manages voice platforms, tools, networks, and call routing; establishes repeatable service-delivery processes; leads complex implementations and escalations; supports lower-level technicians; and collaborates with customers, vendors, and internal teams to deliver reliable, cost-effective services and an exceptional customer

Qualifications

• Bachelor's degree in information technology, networking, telecommunications, or a related field.
• At least five years of networking, voice, telecommunications, or closely related experience.
• Experience designing, provisioning, administering, or supporting residential and commercial voice solutions.
• Industry-recognized networking, voice, cloud, or vendor certifications preferred.

Responsibilities

• Design, develop, document, and maintain voice technology architectures for residential and commercial services, including hosted PBX, unified communications, contact center applications, SIP/IP trunking, mobile calling applications, WebRTC, VoIP, and related solutions.
• Manage voice networks, signaling interconnections, dial plans, number inventories, endpoints, registrations, and end-to-end call routing, including call flows, queues, auto attendants, voicemail, emergency calling, time-of-day routing, and failover.
• Maintain and administer voice platforms, applications, monitoring and diagnostic tools, vendor portals, ticketing systems, integrations, and other tools required to provision, monitor, troubleshoot, and support voice services.
• Translate approved orders, statements of work, and customer requirements into accurate configurations, implementation plans, schedules, and acceptance criteria; coordinate number porting, activation, testing, training, cutovers, and customer acceptance.
• Establish, document, maintain, and continually improve service-delivery processes, standards, checklists, and support documentation; provide technical leadership, coaching, and escalation support to lower-level technicians.
• Support installation, troubleshooting and configuration of customer-premises voice and LAN/WAN equipment; diagnose signaling, codec, latency, jitter, packet loss, QoS, firewall/NAT, registration, integration, and call-quality issues.
• Apply network, systems, and software expertise to resolve end-to-end issues, support integrations and automation, and flex into other technical teams when customer or business priorities require assistance.
• Maintain accurate configurations, diagrams, inventories, test results, work orders, implementation records, and customer documentation; provide clear project updates and technical guidance.
• Drive productive vendor relationships through performance reviews, support escalations, contract and solution evaluations, and cost-reduction initiatives that improve service economics and customer experience.
• Support planned maintenance, after-hours cutovers, and on-call response as assigned; follow RTC change-management, cybersecurity, privacy, CPNI, safety, and documentation requirements; perform other duties as assigned.

Skills

VoIP & hosted PBX

SIP & call routing

Networking basics

Customer service

Scripting & automation basics

Education

Bachelor's degree in IT/Networking/Telecom

5+ years networking/voice experience

Telephony certifications

Tools

Ticketing systems

Monitoring tools

Vendor portals

APIs & integrations

Call tracing & packet capture

Job description

RTC Communications is seeking a Voice Engineer to own the architecture, lifecycle, delivery, and support of residential and commercial voice technologies.

The role manages voice platforms, tools, networks, and call routing; establishes repeatable service-delivery processes; leads complex implementations and escalations; supports lower-level technicians; and collaborates with customers, vendors, and internal teams to deliver reliable, cost-effective services and an exceptional customer