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Company Name:
Approximate Salary:
Not Specified
Charles Town, West Virginia
United States
Position type:
Full Time
Experience level:
3-5 Years
Education level:
Bachelor Degree

Voice Engineer

Voice Engineer

Requisition Number: 18-0033

Location: Charles Town, WV

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• Reports To: Manager, Network Engineering

• Department: Information Technology

• Office Location: Charles Town, WV

• FLSA Status: Exempt

• Date Posted: April 13, 2018

• Date Closing: Open Until Filled

Synopsis of Role:

The Voice Engineer is responsible for the technical design, implementation, maintenance, support, and documentation of the enterprise wide platforms related to Cisco IP telephony (CUCM v10.x), Cisco Contact Center (UCCE v11.x), voice gateways and call recording or other platforms as may be applicable in the future. The incumbent plans, designs, researches and architects voice systems and solutions; maintains current knowledge of hardware, software and telecom network technology and implements modifications as required. The role also entails frequent communications with the business stakeholders of voice technology to develop roadmaps and plans based on requirements and needs for improvements.

Essential Functions:

• Provides tier 2-3 operations support for all UCCE related applications.

• Provides support for voice infrastructure. Creates and maintains documentation for VoIP telephony related processes.

• Performs installations, upgrades, troubleshooting and support for all voice infrastructure related equipment.

• Works with the business units to understand their needs and transform them to solutions.

• Manages vendor relationships for support and escalation, as well as for tracking new technologies, versions and trends.

• Tracks and updates key performance metrics.

• Provides technical and end user training to other personnel as needed.

• Participates in activities relating to contingency planning, business continuity and information technology (IT) disaster recovery planning.

• Understands the cost drivers around the voice system architecture and weighs our solution against best practices and expense control.

• Provides backup support to other network engineers, systems engineers, voice engineers and help desk.

• Provides after hours on-call support on a rotation basis.

• Performs other duties as assigned.

Work Environment and Physical Demands:

• Standard office environment in Charles Town, WV.

• Must have the ability to lift boxes up to 50 lbs.

• Must be flexible and agile enough to access tight spaces in telephone closets and around furniture.

• Traveling to data centers and branch offices at multiple locations is required.

• Core coverage hours of support are Monday through Friday from 8:00am - 5:00pm, but will be part of the rotating on call schedule; weekend support is expected, as needed.


Required Skills:

• Thorough understanding of wide area network (WAN) and local area network (LAN) concepts; MPLS, DS3, T1, Metro-E, SIP, and PRIs.

• Strong understanding of routing technologies.

• Knowledge and interest in cutting edge voice technologies.

• Cisco Anyconnect VPN and ISE related components.

• Excellent communication skills.

• Proficient in creating and maintaining voice network documentation and diagrams.

• Cisco Voice/Video/Collaboration certifications.

• Familiarity with enterprise network monitoring systems such as Solarwinds.

• Skilled with Microsoft Office and Visio.

Required Experience:

• Bachelor's degree in computer science or similar field, or equivalent experience required.

• Three or more years of hands on experience and technical knowledge of environments utilizing Cisco IP Telephony, Cisco Contact Center, IVR and Call Recording including design, configuration, deployment, documentation and support required.

• Three or more years of installing, configuring and troubleshooting Cisco VoiP phones, Cisco IP Communicator (soft phones) and conference phones required.

• Three or more years of experience with configuring and troubleshooting; dial peers, dial plans, SIP registration and SIP trunking. Solid understanding of SIP components is a must; includes debugging SIP and other related communication protocols required.

• Three or more years of configuring and troubleshooting communications protocols such as H323, SIP, QoS, QSIG, G.711, G.729, SRST, CUBE private line services from T1 to DS3 and SIP is required.

• Three or more years of installing, configuring and troubleshooting Cisco network devices (switches, routers, etc.) for VoIP related functionality required.

• Two years of supporting Cisco VoIP infrastructure; Call Manager, Unity and Contact Center preferred.

• Experience with networking protocols and technologies such as TCP/IP, OSPF, EIGRP QoS, VPN, IPSLA, trunking, spanning tree, layer 3 switching, etc preferred.

• Experience with Cisco Unity voicemail integration with Microsoft Exchange preferred.

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