VoIP Engineer - Managed Services

Dual Path LLC•,

1d•Remote

About The Position

Dual Path is an end-to-end Managed Service Provider supporting senior living communities and other multi-site organizations across the country. We are looking for an experienced VoIP Engineer to join our Managed Services team and take ownership of hosted voice support, deployments, troubleshooting, and site transitions. This role will primarily support SkySwitch, along with Microsoft Teams Phone and other hosted VoIP platforms. The right candidate should be comfortable working beyond the hosted phone system and troubleshooting SIP, networking, ATAs, fax services, analog lines, and physical cabling when needed.

Requirements

3 or more years of hands-on VoIP, telecom, or Unified Communications experience
Strong experience with SkySwitch or a similar hosted PBX or UCaaS platform
Strong understanding of SIP, hosted VoIP, call routing, and voice troubleshooting
Experience with Microsoft Teams Phone is strongly preferred
Experience with SIP phones, ATAs, analog gateways, fax services, DID management, number porting, and E911
Strong networking knowledge including VLANs, QoS, PoE, DHCP, DNS, NAT, and firewalls
Working knowledge of physical voice infrastructure and Layer 1 cabling
MSP and multi-site support experience is highly preferred
Strong customer service, communication, and documentation skills
Comfortable working independently in a fully remote environment
Ability and willingness to travel occasionally for new site onboarding, deployments, transitions, and cutovers

Nice To Haves

Cisco Meraki and Fortinet experience is a plus

Responsibilities

Administer and support SkySwitch and other hosted VoIP platforms
Configure and troubleshoot DIDs, extensions, phones, voicemail, auto attendants, call queues, ring groups, schedules, call routing, and E911
Support Microsoft Teams Phone, including Direct Routing, Operator Connect, number assignments, calling policies, auto attendants, and call queues
Provision and troubleshoot SIP phones, ATAs, and analog gateways including Grandstream, Poly, Yealink, and similar devices
Support analog phones, resident phone lines, fax machines, T.38, fax over IP, and other legacy analog services
Troubleshoot SIP registration, call failures, one way or no audio, dropped calls, caller ID, DTMF, and voice quality issues
Troubleshoot network issues affecting voice, including VLANs, QoS, PoE, DHCP, DNS, NAT, firewalls, switches, and ISP connectivity
Troubleshoot Layer 1 issues involving wall jacks, patch panels, MDF and IDF connectivity, CAT5e and CAT6 cabling, 66 and 110 blocks, and analog cross connects
Work with onsite technicians, carriers, ISPs, and hosted voice providers to resolve escalated issues
Manage DID porting, carrier transitions, VoIP migrations, and cutovers
Onboard new client sites by completing voice discovery, phone and number inventories, call flow review, analog and fax requirements, network readiness, provisioning, testing, and cutover support
Offboard transitioning sites by coordinating number port outs, carrier handoff, service transition, equipment decommissioning, and documentation
Maintain accurate documentation for phone systems, numbers, devices, call flows, and site configurations
Serve as the primary VoIP escalation resource for the Managed Services team
Take ownership of VoIP issues from escalation through resolution
Communicate clearly with customers, internal teams, carriers, and onsite technicians
Maintain timely ticket updates and complete technical documentation
Support scheduled migrations and cutovers when required
Work independently in a remote MSP environment while collaborating closely with the broader Managed Services team