Telephony Engineer - Teams Voice, Cisco Voice & UCaaS

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We are seeking an experienced Telephony Infrastructure Engineer to join our dynamic IT team. In this role, you will be responsible for the design, implementation, and management of our voice communication infrastructure, with a focus on Microsoft Teams Voice, Cisco Voice Solutions, Omnichannel, and Unified Communications as a Service (UCaaS) platforms. You will play a critical role in supporting our enterprise-wide telephony solutions, ensuring seamless communication and collaboration across our organization.

This is a highly visible position that will work closely with other IT teams, stakeholders, and vendors to deliver cutting-edge telephony solutions that support our growing business needs.

Key Responsibilities:

Design & Implementation:

Lead the planning, design, and implementation of Microsoft Teams Voice solutions, Cisco voice infrastructure, E-911 management, Omnichannel, and UCaaS platforms.
• Collaborate with internal teams and external vendors to deploy telephony systems that align with business requirements and goals.
• Provide expertise in system design to ensure that solutions are scalable, secure, and optimized for performance.

System Administration & Support:

• Administer, manage, and support the day-to-day operations of Microsoft Teams Voice, Cisco Unified Communications, E-911, and UCaaS platforms.

• Provide expert-level troubleshooting and resolve complex voice-related issues in collaboration with other teams.

• Configure and optimize voice routing, call handling, and integration between Microsoft Teams and other voice platforms (Cisco, Teams, Calabrio, Omnichannel, UCaaS providers, etc.).

Integration & Migration:

• Lead and oversee the integration of telephony solutions with other business systems, including Cisco, Teams voice, E-911 solutions, Splunk, and reporting systems.
• Manage migration projects from legacy telephony systems (e.g., Cisco Call Manager) to Teams-based solutions or UCaaS.
• Ensure seamless interoperability between on-premises systems and cloud-based telephony environments.

Collaboration & Communication:

• Work closely with cross-functional teams (network, security, infrastructure, IT operations) to ensure telephony systems are reliable, secure, and compliant with internal policies and external regulations.
• Serve as a subject matter expert (SME) for voice solutions, providing technical leadership and guidance to junior engineers and other stakeholders.
• Collaborate with vendors and service providers to manage and optimize UCaaS platforms and ensure service-level agreements (SLAs) are met.
• Collaborate with vendors, business units, and technical teams to complete telephony system testing to support maintenance, projects, enhancements and issues resolutions.

Training & Documentation:

• Develop and maintain comprehensive documentation for voice solutions, including design diagrams, configurations, and troubleshooting procedures.
• Provide training and knowledge transfer to internal teams and end users to ensure effective use of telephony systems.
• High experience with creating requirements documentation, comprehensive test plans, and implementation plans to support telephony projects.

Continuous Improvement:

• Stay up to date with industry trends, emerging technologies, and best practices in telephony, unified communications, and cloud-based voice solutions.
• Evaluate and recommend new tools, technologies, and solutions that can improve efficiency, performance, and user experience.
• Monitor system performance and proactively implement improvements to ensure optimal uptime and reliability.
• Ensure SRE practices are fully supported, by ensuring opportunities for monitoring and alerting are identified and implemented.

Qualifications:

Technical Skills:

• Strong understanding of voice technologies, such as session initiation protocol (SIP), Expressways, Softphones, Private Branch Exchange (PBX), Voice over Internet Protocol (VoIP), ect.
• Proficient in configuring and troubleshooting SBCs (Session Border Controllers) and their integration with UCaaS, Microsoft Teams, and Cisco.
• Familiarity with telephony hardware (e.g., IP phones, conferencing equipment, call centers).
• Knowledge of security principles and practices for telephony systems, including encryption, authentication, and firewall configurations.
• Strong troubleshooting skills with network, hardware, and application-level issues related to voice services.

Soft Skills:

• Excellent communication and collaboration skills, with the ability to translate complex technical concepts to non-technical stakeholders.
• Strong problem-solving abilities and a customer-focused mindset.
• Ability to manage multiple projects simultaneously in a fast-paced, dynamic environment.
• High attention to detail and commitment to delivering high-quality, reliable solutions.

Education & Experience:

• Bachelor's degree in Computer Science, Information Technology, Telecommunications, or a related field (or equivalent work experience).
• Minimum of 5 years of experience in a voice engineering or telephony role, with a focus on Microsoft Teams Voice, Cisco Voice systems, and UCaaS platforms.
• Strong experience with Cisco Unified Communications Manager (CUCM), Cisco Voice Gateways, and Cisco Jabber.
• Strong experience with Microsoft Teams Voice (Calling Plans, Direct Routing, SBCs).
• High level of experience with E-911 solutions, such as location management, remote, in-office, and hybrid
• Familiarity with leading UCaaS providers and cloud telephony integration.

Certifications (preferred but not required):

• Cisco Certified Network Professional (CCNP) Collaboration or equivalent Cisco certifications.
• Microsoft Certified: Teams Voice Engineer Expert or related Microsoft certifications.
• Certified UCaaS Specialist or equivalent industry certifications.

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