VoIP Technician

Synergy Staffing; Pittsburgh (Allegheny County); On-site; USD 110,000 - 150,000; Full time

Job summary

Synergy Staffing is seeking an experienced Cisco Voice Engineer to join our network team in the United States. The role emphasizes L3 incident and problem response, change management, patching, vulnerability management, and day-to-day support of Cisco technologies.

You will lead voice network development projects, configure CUCM/CER/CUC/CUBE/SBCs, manage call routing, and collaborate with vendors to resolve issues. Strong communication and documentation skills are essential for success.

Qualifications

• 5-7 years’ experience in voice/network engineering.
• CCNP Collaboration or equivalent certification.
• Familiarity with ServiceNow ITSM and CMDB.
• ITIL knowledge.
• Experience with project management.
• Experience with enterprise data centers.
• Strong vendor and cross-functional collaboration.
• Ability to present complex ideas clearly.

Responsibilities

• Lead voice network development projects and allocate resources.
• Perform L2/L3 support and root cause analysis for voice issues.
• Configure Cisco routers and switches to support voice operations.
• Migrate on-prem VOIP to CISCO Webex Calling.
• Design and configure CUCM, CER, CUC, and SBC deployments.
• Manage call routing, translation rules, and dial plans.
• Document voice solutions and configurations.
• Review and enforce standards for the voice network infrastructure.
• Coordinate with carriers and vendors for porting and resolution.
• Oversee patching, backups, and firmware upgrades.
• Provide after-hours support when required.

Skills

Voice network design

L2/L3 incident response

CUCM/CER/CUC

Cisco Webex Calling

SIP/H.323/RTP

QoS

Vendor coordination

Change management

Documentation

After-hours support

Education

CCNP Collaboration

Tools

ServiceNow ITSM

CMDB

ITIL

Job description

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 Howmet 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 / Client).
• 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

• CUCM, CER, CUC, UCCX (Cisco Unified Contact Center Express), and Expressway.
• CISCO Webex Calling
• SIP (Session Initiation Protocol), H.323, MGCP, and RTP.
• 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