Voice Network Engineer

Job Title : Voice Network Engineer / Voice Operations Specialist

Location: 16th floor Uptown Place Tower 3 BGC Taguig, Metro Manila

Work Schedule : Hybrid, twice a week Onsite

Position Type: 6 Months Contract

Opening Shift: Monday Friday 6:00 AM 4:00 PM Manila Time

Closing Shift: Monday Friday 8:00 AM 6:00 PM Manila Time

Note : Shifting schedule, candidate can be placed to either of the 2 schedules.

On-Call Support for P1/P2 major incident: 24/7

Job Description :

Job Title: Voice Network Engineer / Voice Operations Specialist

Job Summary:

• This role is responsible for the comprehensive management of the organization's voice network infrastructure. This includes designing, deploying, administering, and supporting voice services to ensure high reliability and quality.
• The successful candidate will work closely with other IT teams to ensure seamless integration of voice solutions.

Key Responsibilities:

Voice Network Management:

• Design and deploy 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) environments.
• Configure and manage call routing protocols and strategies.
• Perform endpoint provisioning and management for voice devices.

Technical Support & Performance:

• Provide advanced technical support for voice-related issues, troubleshooting complex problems to resolution.
• Proactively monitor voice network performance, identifying and addressing potential issues to maintain service quality.
• Analyze call detail records (CDRs) and other metrics to optimize voice service performance.

Documentation & Compliance:

• Develop and maintain comprehensive documentation for voice network configurations, topologies, and processes.
• Ensure configurations adhere to best practices and organizational standards.

Collaboration & Integration:

• Collaborate effectively with other IT teams (e.g., network, security, server teams) to ensure seamless integration of voice services within the broader IT infrastructure.
• Participate in cross-functional projects related to voice technology.

Required Skills and Experience:

Voice Infrastructure:

• Proven experience with AudioCodes SBCs and Media Gateways, including configuration, troubleshooting, and maintenance.
• Strong expertise in Cisco CUCM (Unified Communications Manager) administration, including call routing, dial plans, security, and integration with other systems.
• Proficiency with Cisco CME (Unified Communications Manager Express) configuration and management.
• Solid understanding of SIP, H.323, MGCP, and other voice protocols.

Networking Fundamentals:

• Fundamental understanding of IP networking principles, including VLANs, QoS, VPNs, and routing protocols.
• Ability to troubleshoot network connectivity issues impacting voice services.

Technical Support & Troubleshooting:

• Demonstrated ability to provide advanced technical support for complex voice issues.
• Strong analytical and problem-solving skills, with a methodical approach to troubleshooting.

Documentation:

• Excellent documentation skills, with the ability to create clear and concise technical documents.

Collaboration:

• Strong interpersonal and communication skills, with the ability to work effectively in a team environment and collaborate with various stakeholders.

Customer Service Orientation:

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

Skills for SNOW (ServiceNow):

ServiceNow IT Service Management (ITSM):

• Experience using ServiceNow for incident management, problem management, change management, and service request fulfillment.
• Ability to accurately document incidents, problems, and changes within ServiceNow.
• Familiarity with creating and managing service requests related to voice services in ServiceNow.
• ServiceNow CMDB (Configuration Management Database):
• Understanding of how voice infrastructure components (e.g., SBCs, Media
• Gateways, CUCM clusters, IP Phones) are represented and managed within the ServiceNow CMDB.
• Ability to verify and update configuration item (CI) information for voice assets in ServiceNow.

ServiceNow Reporting & Dashboards:

• Basic ability to generate reports and utilize dashboards in ServiceNow to monitor voice service performance and support metrics.

Preferred Qualifications:

• Cisco Certifications (e.g., CCNA Collaboration, CCNP Collaboration).
• Experience with other voice technologies (e.g., AudioCodes, CUCM, Cisco Phones).
• Familiarity with scripting or automation tools for voice network management.