VOIP Engineer

Business Needs•Pittsburgh, PA

20h•Onsite

About The Position

The VoIP Engineer is responsible for daily server administration activities within Client Voice-Over-IP platform. The successful candidate will be an experienced leader and technician in the space, and will have deep expertise in Ciscos voice offerings. The VOIP Engineer will use their experience and expertise to work across teams to guide resolution of complex issues and provide subject matter input to designs. This role will work closely with the network team in daily operations and is responsible for level 3 incident and problem response, ensuring that SLAs are met, change management, patching, vulnerability management and day-to-day support of our Cisco technologies.

Requirements

CUCM, CER, CUC, UCCX (Cisco Unified Contact Center Express), and Expressway.
CISCO Webex Calling
SIP (Session Initiation Protocol), H.323, MGCP, and RTP.
Strong understanding of IP routing, switching, and QoS (Quality of Service).
Strong analytical, root-cause-analysis, and incident-resolution capabilities.
Capability to manage after-hours maintenance windows and support issues.
Clear communication and documentation skills for drafting technical network diagrams and Standard Operating Procedures (SOPs).

Nice To Haves

5-7 years experience
Professional-level credentials, such as the Cisco Certified Network Professional (CCNP) Collaboration
Familiarity with ServiceNow ITSM solution and CMDB.
Working knowledge of ITIL.
Large project management experience and demonstrated understanding of project management processes, methodologies, and techniques.
Knowledge of enterprise data center and infrastructure environments.
Strong human relation skills and ability to interact with vendors (i.e. hosting providers), offshore resources, and other IT professionals in a global environment.
Experience with IT governance and change management.
Ability to drive to consensus as well as to absorb and present complex ideas in a succinct and accurate manner.
Self-motivated, problem solving oriented with keen attention to detail and excellent judgment skills.

Responsibilities

Serve as lead for assigned voice network development and software implementation projects; evaluate and assess client needs; identify and recommend allocation of resources including staff, equipment and materials; set task priorities.
Execute L2/L3 support and perform root cause analysis for voice issues, addressing packet loss, jitter, and latency.
Work with Client network engineers to configure Cisco integrated service routers and multi layered switches to support voice operations.
Migration of on-prem VOIP environment to CISCO Webex calling.
Design and configure Cisco Unified Communications Manager (CUCM), Cisco Emergency Responder (CER), Cisco Unity Connection (CUC), and Session Border Controllers (CUBE / SBC).
Manage route patterns, translation rules, and calling search spaces to ensure reliable internal and external PSTN connectivity.
Create and maintain detailed documentation for voice solutions and deployments. This includes developing voice dial plans and documenting configurations and procedures.
Review, develop, and ensure compliance to standards for the voice network infrastructure system access, modification enhancement and replacement of system hardware and software.
Coordinate with telecommunication carriers and third-party vendors for number porting and incident resolution.
Oversee software patching, system backups, and firmware upgrades on Cisco voice gateways, phones, and servers.
Provide out of hours support, when required.