Voice Engineer

InterSources Inc; Columbia (SC); On-site; USD 90,000 - 120,000; Full time

Job summary

InterSources Inc. is seeking an experienced telecommunications professional to manage and advance our enterprise telephony and unified communications environments in a Columbia, SC setting. You will handle MACD for voice services, support IVR and call centers, and ensure accurate E911 location data.

You will install, troubleshoot, and optimize gateways, IP phones, and voice networking components. You will also diagnose voice quality issues, coordinate with vendors, and act as a technical

Qualifications

• 2+ years of experience with Avaya on-premise PBX systems.
• 2+ years administering VoIP and Unified Communications platforms.
• 2+ years of experience with SIP, RTP, QoS, dial plans, call routing, and voice gateway technologies.
• 2+ years troubleshooting voice quality, call routing, carrier connectivity, and E911 services.
• 2+ years supporting telecommunications infrastructure including: SBCs, PSTN integration.

Responsibilities

• Provide operational and advanced administration of enterprise telephony and unified communications environments.
• Handle moves, adds, changes, and disconnects (MACD) for voice and voicemail services.
• Support conference services, safety devices, telephone IVR, call center environments, vectoring, and unified communications services.
• Maintain accurate E911/911 location information.
• Configure, install, maintain, and troubleshoot media gateways, IP telephones, safety devices, and voice networking infrastructure.
• Analyze and troubleshoot vector routing, ARS routing tables, route patterns, dial plans, and call routing.
• Diagnose voice-quality issues, carrier connectivity problems, PSTN issues, and service outages.
• Work with telecommunications vendors and carriers to provision circuits and resolve outages.
• Provide engineer-level support for enterprise telephony and unified communications incidents.
• Serve as a primary technical escalation point for complex telephony issues.
• Coordinate with infrastructure, network, vendor, and support teams during outages.
• Research, design, and implement improvements to the enterprise telephony environment.
• Perform quality assurance testing for telephony configurations and changes.
• Monitor telephony and network systems to improve uptime and proactively identify problems.
• Identify opportunities to automate operational telephony processes and collaborate with automation teams on implementation.
• Develop and maintain system diagrams, technical documentation, configuration standards, processes, troubleshooting notes, and knowledge-base articles.
• Follow established Incident Management and Change Management processes.
• Provide technical recommendations regarding the strategic direction of enterprise telephony services.

Skills

Avaya PBX

VoIP & UC platforms

SIP/RTP/QoS

Dial plans & call routing

Voice gateway tech

Voice quality troubleshooting

SBCs & PSTN integration

Education

Bachelor's degree or equivalent

Tools

PSTN integration

Job description

• Must be able to participate in an on-call rotation and perform occasional after-hours maintenance and incident response.
• Bachelor’s degree or equivalent work experience.

Required Skills

• 2+ years of experience with Avaya on-premise PBX systems.
• 2+ years administering VoIP and Unified Communications platforms.
• 2+ years of experience with SIP, RTP, QoS, dial plans, call routing, and voice gateway technologies.
• 2+ years troubleshooting voice quality, call routing, carrier connectivity, and E911 services.
• 2+ years supporting telecommunications infrastructure including:
• Session Border Controllers (SBCs)
• PSTN integration

Preferred Skills

• Experience designing, implementing, and supporting enterprise cloud-based telephony solutions.
• Experience migrating on-premise telephony/PBX environments to cloud-based telephony services.

Responsibilities

• Provide operational and advanced administration of enterprise telephony and unified communications environments.
• Handle moves, adds, changes, and disconnects (MACD) for voice and voicemail services.
• Support conference services, safety devices, telephone IVR, call center environments, vectoring, and unified communications services.
• Maintain accurate E911/911 location information.
• Configure, install, maintain, and troubleshoot:
• Media gateways
• IP telephones
• Safety devices
• Voice networking infrastructure
• Analyze and troubleshoot vector routing, ARS routing tables, route patterns, dial plans, and call routing.
• Diagnose voice-quality issues, carrier connectivity problems, PSTN issues, and service outages.
• Work with telecommunications vendors and carriers to provision circuits and resolve outages.
• Provide engineer-level support for enterprise telephony and unified communications incidents.
• Serve as a primary technical escalation point for complex telephony issues.
• Coordinate with infrastructure, network, vendor, and support teams during outages.
• Research, design, and implement improvements to the enterprise telephony environment.
• Perform quality assurance testing for telephony configurations and changes.
• Monitor telephony and network systems to improve uptime and proactively identify problems.
• Identify opportunities to automate operational telephony processes and collaborate with automation teams on implementation.
• Develop and maintain system diagrams, technical documentation, configuration standards, processes, troubleshooting notes, and knowledge-base articles.
• Follow established Incident Management and Change Management processes.
• Provide technical recommendations regarding the strategic direction of enterprise telephony services.

Additional Qualifications

• Strong knowledge of telephone network services and telephone network design.
• Advanced systems administration knowledge.
• Ability to clearly communicate technical and non-technical information.
• Strong customer-service and interpersonal skills.
• Ability to work effectively with vendors, management, technical teams, and end users.
• Ability to manage multiple priorities in a fast-paced enterprise environment.