Managed Services Engineer, Metaswitch UCaaS

Managed Services Engineer, Metaswitch UCaaS & Voice Command|Link is a global SaaS platform providing network, voice services, and IT security solutions, helping corporations consolidate their core infrastructure into a single vendor and layer on a proprietary single-pane-of-glass platform. Command|Link has revolutionized the IT industry by tackling the problems our competitors create. In recognition for our unprecedented innovation and dedication, Command|Link was recognized as the SD‑WAN Product of the Year, ITSM Visionary Spotlight, UCaaS Product of the Year, NaaS Product of the Year, Supplier of the Year, and the AT&T Strategic Growth Partner. Command|Link has built the only IT platform for scale that solves ISP vendor sprawl and IT headaches. We make it easy for our customers to get more done, maximize uptime, and improve the bottom line. Learn more about us here This is a 100% remote position. About Your New Role As a Managed Services Engineer specializing in Metaswitch UCaaS and voice, you’ll deliver enterprise‑grade voice, collaboration, and unified communications services to customers across multiple industries. You’ll be responsible for deploying, supporting, and optimizing Metaswitch UCaaS solutions, ensuring crystal‑clear call quality, stable SIP connectivity, and seamless integration with WAN, SD‑WAN, and security services. This role requires strong expertise in voice networking, SIP trunking, codecs, QoS, and troubleshooting complex UCaaS environments. While Metaswitch UCaaS will be your primary focus, you will also work with Cisco, Fortinet, Juniper, Palo Alto, Versa Networks, Cato Networks, and Cisco Meraki as part of Command|Link’s global managed services portfolio. No travel to customer locations is required. Key Responsibilities Deliver end-to-end support with a strong focus on Metaswitch UCaaS, SIP, and enterprise voice deployments. Configure, monitor, and troubleshoot UCaaS environments including SIP trunks, call routing, SBCs, and voice gateways. Ensure call quality optimization using QoS, COS, and WAN/SD‑WAN traffic engineering. Support customer environments across WAN, LAN, LTE circuits, UCaaS/voice (Metaswitch), and multi‑vendor SD‑WAN/firewall platforms. Provision and onboard new customers into UCaaS/voice services, ensuring a seamless cutover experience. Troubleshoot VoIP performance issues such as jitter, packet loss, and latency across customer environments. Collaborate with vendors and carriers to resolve escalated UCaaS and SIP connectivity issues. Mentor peers on UCaaS and voice best practices, including SIP troubleshooting and Metaswitch platform operations. Document UCaaS/voice architectures, call flow diagrams, and operational runbooks for team use. What You'll Need For Success High School Diploma or GED Equivalent (Bachelor’s in IT/Networking preferred). 3–5+ years of experience in voice networking or UCaaS‑focused technical roles, ideally in an MSP/ISP setting. Hands‑on expertise with Metaswitch UCaaS platforms, SIP, and SBCs. Strong understanding of VoIP codecs, RTP, SIP signaling, QoS, and call routing. Proficiency with WAN routing protocols (BGP, OSPF, VRRP) and integrating UCaaS with SD‑WAN. Familiarity with firewalls (Fortinet, Palo Alto, Cisco ASA) and session border controllers. Experience with LTE failover, hybrid WAN, and cloud networking (Meraki, Cato, Versa). Knowledge of SOC 2 compliance, ITSM processes, and incident response. Certifications such as Metaswitch UCaaS certifications, CCNP Collaboration, or equivalent UC/Voice certs are highly desirable. Why you'll love life at Command|Link Room to grow at a high‑growth company An environment that celebrates ideas and innovation Your work will have a tangible impact Flexible time off Fun events at cool locations Employee referral bonuses to encourage the addition of great new people to the team #J-18808-Ljbffr