System Engineer Voice Engineering

Mount Sinai Medical Center•Miami Beach, FL

3d•Hybrid

About The Position

Results-driven System Engineer with over 5 years of experience supporting enterprise voice, VoIP, and unified communications environments. Proven expertise in designing and maintaining highly available Cisco-based voice infrastructures, including Cisco Unified Communications Manager, Unity Connection, voice gateways, and collaboration platforms. Skilled in configuring and troubleshooting core VoIP protocols such as SIP, RTP, SRTP, MGCP, and H.323, with a strong focus on call quality, QoS, and dial plan optimization. Extensive hands-on experience within complex network environments, including routing, switching, VLANs, VPNs, and LAN/WAN connectivity. Adept at diagnosing and resolving escalated voice and network issues using tools such as Cisco RTMT, packet captures, call detail records, and SNMP monitoring. Experienced in managing carrier services, SIP trunking, PRI circuits, and telecom escalations. Demonstrated ability to support enterprise architecture initiatives, including disaster recovery testing and implementation of redundant systems both on-premises and in cloud environments. Recognized for strong problem-solving skills, proactive incident triage, and ability to meet SLA requirements while supporting cross-functional project delivery. Cisco-certified professional (CCNA/CCNP) with a continuous focus on advancing technical expertise and mentoring team members in both technical and customer service best practices.

Requirements

Bachelor's Degree or equivalent experience
Cisco certifications such as CCNA, CCNP Enterprise, CCNP Collaboration, or equivalent experience.
Minimum of 5 years of experience supporting enterprise voice, VoIP, unified communications, or network engineering environments.
Hands-on experience with Cisco Unified Communications Manager, Cisco Unity Connection, Cisco voice gateways, Cisco IP phones, and Cisco collaboration platforms.
Strong understanding of VoIP protocols and technologies, including SIP, RTP, SRTP, MGCP, H.323, SCCP, QoS, dial plans, codec selection, and voice traffic prioritization.
Experience working in Cisco network environments, including routing, switching, VLANs, trunking, DHCP, VPN, LAN/WAN connectivity, and network troubleshooting.
Ability to troubleshoot voice and network issues using tools such as Cisco RTMT, packet captures, call detail records, syslogs, SNMP monitoring, and network analyzers.
Knowledge of carrier services, SIP trunking, PRI circuits, number porting, toll-free services, and telecom escalation processes.

Nice To Haves

Experience with Cisco Unified Contact Center Express, call recording, call accounting, E911 platforms, SBCs, or contact center integrations a plus

Responsibilities

Tests disaster recovery setups, design and implement highly redundant network services, both on cloud and on-premises.
Creates architecture diagrams, including network designs.
Continuing education in the training track that was chosen and working towards designated next level training certification.
Can think creatively to resolve escalated issues and involve others as needed.
In addition to foundational understanding can deep dive in one domain.
Is able to coach team on customer service etiquette and leads by example. Able to articulate and teach communication and customer service.
Can triage incidents and tasks and work to get them resolved. Can assist team members meet SLA requirements.
Participates in designated multi-domain foundational projects to build project plans and work to complete them through collaboration and teamwork.