Voice network engineer

Job Description

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:

o Design and deploy voice infrastructure components, including AudioCodes Session Border Controllers (SBCs) and Media Gateways.

o Administer Cisco Unified Communications Manager (CUCM) and Cisco Unified Communications Manager Express (CME) environments.

o Configure and manage call routing protocols and strategies.

o Perform endpoint provisioning and management for voice devices.

Technical Support & Performance:

o Provide advanced technical support for voice-related issues, troubleshooting complex problems to resolution.

o Proactively monitor voice network performance, identifying and addressing potential issues to maintain service quality.

o Analyze call detail records (CDRs) and other metrics to optimize voice service performance.

Documentation & Compliance:

o Develop and maintain comprehensive documentation for voice network configurations, topologies, and processes.

o Ensure configurations adhere to best practices and organizational standards.

Collaboration & Integration:

o Collaborate effectively with other IT teams (e.g., network, security, server teams) to ensure seamless integration of voice services within the broader IT infrastructure.

o Participate in cross-functional projects related to voice technology.

Required Skills and Experience:

Voice Infrastructure:

o Proven experience with AudioCodes SBCs and Media Gateways, including configuration, troubleshooting, and maintenance.

o Strong expertise in Cisco CUCM (Unified Communications Manager) administration, including call routing, dial plans, security, and integration with other systems.

o Proficiency with Cisco CME (Unified Communications Manager Express) configuration and management.

o Solid understanding of SIP, H.323, MGCP, and other voice protocols.

Networking Fundamentals:

o Fundamental understanding of IP networking principles, including VLANs, QoS, VPNs, and routing protocols.

o Ability to troubleshoot network connectivity issues impacting voice services.

Technical Support & Troubleshooting:

o Demonstrated ability to provide advanced technical support for complex voice issues.

o Strong analytical and problem-solving skills, with a methodical approach to troubleshooting.

Documentation:

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

Collaboration:

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

Customer Service Orientation: o Commitment to delivering high-quality, reliable voice services to end-users.

Skills for SNOW (ServiceNow):

ServiceNow IT Service Management (ITSM):

o Experience using ServiceNow for incident management, problem management, change management, and service request fulfillment.

o Ability to accurately document incidents, problems, and changes within ServiceNow.

o Familiarity with creating and managing service requests related to voice services in ServiceNow.

ServiceNow CMDB (Configuration Management Database):

o Understanding of how voice infrastructure components (e.g., SBCs, Media Gateways, CUCM clusters, IP Phones) are represented and managed within the ServiceNow CMDB.

o Ability to verify and update configuration item (CI) information for voice assets in ServiceNow.

ServiceNow Reporting & Dashboards:

o 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.

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