Voice Network Specialist(CUCM/SBC)

Hi,

I'm Ishika and I work as Technical Recruiter at Artech. Please find the Job Description below and let me know if you are interested in the same.

Job Title:  Network Voice Engineer

Job Type: Hybrid(2x a week onsite scheduled every Tuesday and Wednesday )

Location: BGC Taguig,1634, PH

Position Type: 6 months contract

No. of hours per week: 45

Shift type : Shift Schedule Shift Schedule: (Shifting Schedule)

• Opening Shift: Monday – Friday 6:00 AM – 4:00 PM Manila Time
• Closing Shift: Monday – Friday 8:00 AM – 6:00 PM Manila Time
• On-Call Support for P1/P2 major incident: 24/7

If interested, please share your updated resume. Along with the best time to connect with you.

Job Summary

This role oversees the end-to-end management of the organization's voice network infrastructure, covering design, deployment, administration, and ongoing support of voice services. The position ensures high levels of reliability and service quality while working closely with IT teams to achieve seamless integration of voice solutions.

• Certifications : Cisco Certified Network Associate (CCNA), Cisco Certified Network Professional (CCNP) and ITIL V3, V4

Key Responsibilities

Voice Network Management

• Design and implement voice infrastructure components, including AudioCodes Session Border Controllers (SBCs) and Media Gateways.
• Administer Cisco Unified Communications Manager (CUCM) and Cisco Unified Communications Manager Express (CME) platforms.
• Configure and maintain call routing strategies and protocols.
• Handle endpoint provisioning and lifecycle management for voice devices.

Technical Support & Performance

• Deliver advanced technical support, resolving complex voice-related issues.
• Proactively monitor performance, detect potential risks, and ensure service continuity.
• Analyze call detail records (CDRs) and other metrics to improve system performance.

Documentation & Compliance

• Develop and maintain detailed documentation of configurations, topologies, and operational processes.
• Ensure adherence to organizational standards and best practices.

Collaboration & Integration

• Partner with network, security, and server teams to align voice solutions with overall IT infrastructure.
• Participate in cross-functional initiatives involving voice technologies.

Required Skills and Experience

Voice Infrastructure

• Hands-on experience with AudioCodes SBCs and Media Gateways (configuration, troubleshooting, maintenance).
• Strong expertise in Cisco CUCM administration, including dial plans, call routing, security, and integrations.
• Proficiency in Cisco CME configuration and management.
• In-depth knowledge of SIP, H.323, MGCP, and other voice protocols.

Networking Fundamentals

• Strong grasp of IP networking concepts (VLANs, QoS, VPNs, routing protocols).
• Ability to troubleshoot network connectivity issues affecting voice services.

Technical Support & Troubleshooting

• Proven track record in advanced troubleshooting of complex voice environments.
• Strong analytical and problem-solving skills with a systematic approach.

Documentation

• Excellent ability to create clear, structured, and precise technical documentation.

Collaboration

• Effective communication and interpersonal skills for working across teams and stakeholders.

Customer Service Orientation

• Strong commitment to delivering reliable, high-quality voice services to end-users.

Skills for ServiceNow (SNOW)

ServiceNow IT Service Management (ITSM)

• Experience with incident, problem, change, and request management using ServiceNow.
• Skilled in documenting issues, changes, and service requests accurately.
• Familiarity with handling voice service-related requests within ServiceNow.

ServiceNow CMDB

• Knowledge of representing and managing voice infrastructure (SBCs, Media Gateways, CUCM clusters, IP phones) within CMDB.
• Ability to validate and update CI records for voice assets.

ServiceNow Reporting & Dashboards

• Capable of generating reports and using dashboards to track performance and support metrics.

Preferred Qualifications

• Cisco certifications (e.g., CCNA Collaboration, CCNP Collaboration).
• Experience with a range of voice technologies (e.g., AudioCodes, CUCM, Cisco Phones).
• Familiarity with scripting or automation tools for managing voice networks