Voice Research Task Jobs (NOW HIRING)

Job#: 3046213
Job Description:
JOB OBJECTIVE:
The Senior Cloud Voice Engineer is responsible for the reliability, support, lifecycle, and technical direction of the enterprise voice services. This role supports Microsoft Teams Phone, cloud PSTN connectivity, carrier integrations, contact-center voice routing, SIP/SBC services, fax, emergency calling, call accounting, and related managed-service providers.
This position serves as the senior technical owner for cloud voice operations and escalated telephony issues, working closely with Service Desk, Network, Security, Prayer Center/contact-center operations, vendors, and IT leadership to keep voice services available, secure, compliant, supportable, and cost-effective.
DUTIES AND TASKS:
1. Own and support enterprise voice platforms and services, including Microsoft Teams Phone, Genesys Cloud carrier integration, SIP/PSTN routing, fax, call accounting, E911, robocall filtering, and voice-edge services.
2. Provide tier-II/III support for complex voice incidents involving call routing, SIP trunks, SBCs, carrier services, DID/TFN inventory, Teams phones, analog endpoints, fax, call quality, and emergency calling.
3. Administer Microsoft Teams Phone services, including common-area phones, voice policies, auto attendants, call queues, resource accounts, voicemail, forwarding/delegation, and related Teams Admin Center or PowerShell configuration.
4. Support cloud PSTN and Direct Routing architecture, including SBC connectivity, carrier trunks, certificates, DNS/FQDNs, firewall requirements, media paths, failover, and interoperability with analog devices or contact-center systems.
5. Serve as the carrier and infrastructure voice owner for Genesys Cloud contact-center telephony, focusing on BYOC/SIP carrier integration, DID/TFN management, trunk issues, routing, vendor escalation, and billing coordination.
6. Lead or support carrier modernization efforts, including vendor evaluation, technical/commercial review, proposal comparison, number-porting strategy, E911 ownership decisions, stakeholder presentations, and staged migration planning.
7. Manage UC vendor relationships and escalations across carriers, managed-service providers, brokers, resellers, and platform vendors.
8. Maintain telecom budget and invoice responsibilities assigned to the role, including invoice review, GL coding, PO/direct-pay workflows, renewals, vendor contacts, and cost-center awareness.
9. Support emergency-calling compliance and location strategy, including Teams E911, location database accuracy, LLDP/BSSID network-location data, and related vendor or carrier services.
10. Own or support enterprise fax and voice-adjacent services, including RightFax/OpenText, Azure App Proxy dependencies, Mutare Voice Traffic Filter, Infortel/ISI call accounting, and future cloud-service evaluations.
11. Coordinate with Service Desk, Network, Security, Endpoint, Finance, Project Management, and business stakeholders to resolve issues, document ownership, and ensure operational continuity.
12. Create and maintain clear operational documentation, runbooks, design notes, Jira records, Confluence pages, handoff materials, vendor inventories, and knowledge-base articles.
13. Participate in ITIL-aligned incident, change, problem, and project processes, including emergency changes, major incident support, post-change validation, and vendor accountability.
14. Research, evaluate, and recommend modern cloud voice technologies and operating models that improve reliability, security, cost, supportability, and business continuity.
REQUIRED KNOWLEDGE, SKILLS AND ABILITIES (KSA's):
1. Strong knowledge of Microsoft Teams Phone, Teams Admin Center, Teams PowerShell, Direct Routing, call queues, auto attendants, common-area phones, voice policies, and Teams-certified devices.
2. Strong knowledge of SIP, SIP trunks, SBCs, PSTN, DID/TFN management, carrier routing, SRTP/RTP media, DNS, certificates, firewall requirements, and voice failover design.
3. Working knowledge of Genesys Cloud telephony integrations, BYOC carrier dependencies, contact-center voice routing, toll-free/local carrier services, and carrier escalation models.
4. Ability to troubleshoot complex voice issues across cloud services, carriers, managed-service providers, network/security controls, analog gateways, fax systems, endpoint management, and identity/conditional-access policies.
5. Experience with emergency-calling requirements and implementation patterns, including E911, location validation, network-location mapping, and compliance-focused operational controls.
6. Ability to manage vendor relationships, contract renewals, quotes, invoices, purchase-order workflows, technical escalations, stakeholder communications, and service reviews.
7. Ability to evaluate carrier and cloud-voice proposals for cost, operational risk, SLA clarity, E911 support, billing simplicity, number portability, migration complexity, and technical fit.
8. Experience with telecom billing, call accounting, departmental chargebacks, usage reporting, invoice reconciliation, and telecom cost-center stewardship.
9. Familiarity with enterprise fax, robocall/spoof filtering, number reputation, voice security concepts, and voice-adjacent SaaS or managed services.
10. Ability to document complex technical environments clearly for successors, peers, support teams, vendors, and leadership.
11. Strong analytical, written, and verbal communication skills, with the ability to translate technical issues into business impact, vendor accountability, operational next steps, and leadership-ready recommendations.
12. Ability to work independently as the senior voice subject-matter expert while collaborating effectively with cross-functional technical and business teams.
13. Ability to support urgent or after-hours incidents when voice, fax, emergency calling, carrier connectivity, or contact-center services are impaired.
14. Bachelor's degree in Computer Science, Information Technology, Telecommunications, or equivalent professional experience preferred.
15. ITIL Foundation preferred; Microsoft Teams Phone, networking, SIP/SBC, cloud voice, or collaboration certifications desirable.
REPORTING RELATIONSHIP:
Reports to Manager, IT Infrastructure, Operations, and Cybersecurity
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