The Senior Voice Engineer will be responsible for designing, implementing, and managing the voice system, which currently includes two Cisco call manager clusters, Cisco Emergency Responder, and Unity voicemail systems globally. This role is focused on ensuring the voice system remains highly available for end users (customers), with an emphasis on reliability. The engineer will architect and configure the system with security in mind, adhering to vendor best practices.

The ideal candidate will possess a strong customer service orientation and work closely with LAN and WAN teams to optimize VOIP system performance. They will collaborate with vendors to open, troubleshoot, and resolve tickets efficiently. Additionally, the Senior Voice Engineer will provide high-level support for voice issues, assist tier 1 technicians in troubleshooting, and resolve tickets promptly. Adherence to change management procedures is crucial to minimize production outages.

Key responsibilities include proactively monitoring VOIP systems to address potential issues before they escalate, maintaining a disaster recovery plan, and ensuring successful project completion within the designated timeframes.

Skills Required:

• Extensive knowledge of Cisco voice products
• 5+ years of experience designing, implementing, and troubleshooting Cisco Call Manager
• 5+ years of experience working with Cisco Voice Gateways, Analog routers, CUBEs, and other SBCs
• Experience with SIP trunking and third-party service providers
• Strong communication skills
• Ability to work independently and collaborate with various IT teams
• Ability to guide and mentor junior technicians
• Experience creating BOMs for replacement equipment
• Proficiency in Microsoft Visio for network diagrams, call flows, and Auto Attendants
• Strong time management skills
• Availability for off-hours work, including upgrades and maintenance

Education & Certifications:

• Bachelor's degree required
• CCNP Collaboration certification preferred
• 5+ years of experience designing and implementing Cisco voice environments