VoIP Engineer

Role Summary

The VoIP Engineer I is an entry-level technical role responsible for the administration, operation, troubleshooting, and support of enterprise-wide voice communication systems. This position involves assisting in the planning, installation, maintenance, and management of VoIP networks and unified communication services. The role requires collaboration with engineering teams and IT service desks to ensure reliable voice infrastructure and seamless communication experiences across the organization.

Responsibilities

• Provide day-to-day support and administration for enterprise VoIP systems, including Cisco Unified Communications Manager (CUCM), Cisco Unity Connections, and other UC services.
• Assist in the implementation, configuration, and maintenance of voice network infrastructure such as Cisco routers, SIP trunks, TDM, and IP-based trunking.
• Respond to and resolve voice network incidents, perform troubleshooting, and escalate complex issues to senior engineering teams.
• Support and coordinate repairs and maintenance of telephone equipment and supporting hardware across enterprise facilities.
• Manage and troubleshoot voice services, including video conferencing, faxing, E911, and collaboration tools, ensuring high service quality and uptime.
• Assist in the setup and support of network protocols and configurations such as VLANs, QoS, SIP, MGCP, H.323, and related telecommunications protocols.
• Participate in small to medium-sized voice projects involving technical assessments, planning, testing, and deployment.
• Maintain and update technical documentation, including SOPs, user guides, topology drawings, call routing policies, and change management records.
• Provide support for emergency recovery procedures and maintain readiness for 24/7 on-call situations.
• Collaborate with Telecom and IT teams to support move coordination, system updates, and miscellaneous telecom-related support duties.

Qualifications

• Associate’s degree or equivalent education and experience demonstrating technical competency.
• 1–3 years of IT experience supporting VoIP systems, voice operations, or voice engineering.
• Basic understanding of Cisco voice systems such as CUCM, IMP, Unity, and Webex.
• Knowledge of networking fundamentals including VLANs, switchport configuration, layer-two networking, and QoS.
• Familiarity with communication protocols like SIP, MGCP, H.323, and SCCP.
• Ability to troubleshoot and resolve voice communication issues efficiently and effectively.
• Strong verbal and written communication skills, with the ability to document procedures and provide clear guidance to users.
• Ability to prioritize tasks, meet deadlines, and respond quickly to emergency situations.
• Must possess a valid driver’s license with a driving record acceptable to Risk Management.
• Ability to work effectively in a team environment and maintain professional working relationships.

Publishing Pay Range: $45.62 – $47.98 USD Hourly

This is a fully remote role and can be performed from an approved location.