VOIP Engineer II

Managed Staffing; Pittsburgh (Allegheny County); Sur place; USD 90 000 - 130 000; Plein temps

Résumé du poste

Managed Staffing, Inc. is seeking a VoIP Engineer in the United States to lead daily server administration for our Cisco-based Voice-Over-IP platform.

The ideal candidate will be a seasoned technician and leader with deep expertise in Cisco voice offerings, working across teams to guide issue resolution and influence designs. You will collaborate with the network team on routine operations, manage level 3 incidents, ensure SLA attainment, and oversee patching, backups, and vendor coordination

Qualifications

• Strong analytical and problem-solving skills with ability to perform root cause analysis.
• Proven incident-resolution capabilities for L2/L3 voice issues.
• Clear communication and thorough documentation of network designs and SOPs.

Responsabilités

• Lead for voice network development and project implementations; allocate resources.
• Troubleshoot and optimize voice issues, addressing jitter, latency, and packet loss.
• Configure CUCM, CER, CUC, and SBC, and manage call routing and dial plans.
• Migration of on-prem VOIP to Cisco Webex Calling and related deployments.
• Oversee patching, backups and firmware upgrades; ensure SLA compliance.
• Provide out-of-hours support as required.
• Coordinate with vendors for numbers porting and incident resolution.

Connaissances

Root cause analysis

Incident resolution

Clear communication

Documentation

Outils

ServiceNow ITSM

CMDB

Description du poste

The VoIP Engineer is responsible for daily server administration activities within Client’s Voice-Over-IP platform. The successful candidate will be an experienced leader and technician in the space, and will have deep expertise in Cisco’s voice offerings. The VOIP Engineer will use their experience and expertise to work across teams to guide resolution of complex issues and provide subject matter input to designs. This role will work closely with the network team in daily operations and is responsible for level 3 incident and problem response, ensuring that SLAs are met, change management, patching, vulnerability management and day-to-day support of our Cisco technologies.

Responsibilities of the role include, but are not limited to:

• Serve as lead for assigned voice network development and software implementation projects; evaluate and assess client needs; identify and recommend allocation of resources including staff, equipment and materials; set task priorities.
• Troubleshooting & Optimization: Execute L2/L3 support and perform root cause analysis for voice issues, addressing packet loss, jitter, and latency.
• Work with Client network engineers to configure Cisco integrated service routers and multi layered switches to support voice operations.
• Migration of on-prem VOIP environment to CISCO Webex calling.
• System Deployment: Design and configure Cisco Unified Communications Manager (CUCM), Cisco Emergency Responder (CER), Cisco Unity Connection (CUC), and Session Border Controllers (CUBE / SBC).
• Call Routing & Dial Plans: Manage route patterns, translation rules, and calling search spaces to ensure reliable internal and external PSTN connectivity.
• Create and maintain detailed documentation for voice solutions and deployments. This includes developing voice dial plans and documenting configurations and procedures.
• Review, develop, and ensure compliance to standards for the voice network infrastructure system access, modification enhancement and replacement of system hardware and software.
• Vendor Management: Coordinate with telecommunication carriers and third-party vendors for number porting and incident resolution.
• Upgrades & Compliance: Oversee software patching, system backups, and firmware upgrades on Cisco voice gateways, phones, and servers.
• Provide out of hours support, when required.

Technical Qualifications

• Core Technologies: CUCM, CER, CUC, UCCX (Cisco Unified Contact Center Express), and Expressway.
• CISCO Webex Calling
• Protocols: SIP (Session Initiation Protocol), H.323, MGCP, and RTP.
• Networking: Strong understanding of IP routing, switching, and QoS (Quality of Service).

Basic Qualifications:

• Strong analytical, root-cause-analysis, and incident-resolution capabilities.
• Capability to manage after-hours maintenance windows and support issues.
• Clear communication and documentation skills for drafting technical network diagrams and Standard Operating Procedures (SOPs).

Preferred Qualifications:

• 5-7 years’ experience
• Certifications: Professional-level credentials, such as the Cisco Certified Network Professional (CCNP) Collaboration
• Familiarity with ServiceNow ITSM solution and CMDB.
• Working knowledge of ITIL.
• Large project management experience and demonstrated understanding of project management processes, methodologies, and techniques.
• Knowledge of enterprise data center and infrastructure environments.
• Strong human relation skills and ability to interact with vendors (i.e. hosting providers), offshore resources, and other IT professionals in a global environment.
• Experience with IT governance and change management.
• Ability to drive to consensus as well as to absorb and present complex ideas in a succinct and accurate manner.
• Self-motivated, problem solving oriented with keen attention to detail and excellent judgment skills