Lead Voice Engineer

Lead Voice Engineer  

Location: Remote (US) 

The Lead Voice Engineer is responsible for deploying, provisioning, configuring, monitoring, testing, and supporting NICE CXone's Voice infrastructure. This position also evaluates and designs VOIP Technologies, manages the transition from design to production readiness, collaborates with Voice Architects and other Operations Engineers when implementing designs, and provides recommendations to ensure successful execution. Additionally, the Principal Voice Engineer documents designs according to company and departmental standards and develops detailed support documentation for use by operational and maintenance organizations. Finally, the Principal Voice Engineer is relied upon as a Subject Matter Expert to provide support to internal groups, customers, and partners. 

Major Functions/Responsibilities:  

• Lead Voice infrastructure projects, serving as the Subject Matter Expert. 
• Act as the lead Voice/Telephony resource for Sales, Operations, Product, and other teams 
• Collaborate with colleagues, customers, vendors, and other parties to understand, design, and implement enterprise-wide solutions. 
• Design, review, analyze, evaluate, upgrade, expand, troubleshoot, support, and maintain the voice network. 

• Apply hands-on expertise in proof-of-concepts and new initiatives.  
• Perform routine maintenance of voice network infrastructure.  
• Collaborate with other teams to resolve escalated issues. 
• Configure Ribbon Communications and AudioCodes telephony systems and SBCs. 
• Plan and implement disaster recovery strategies. 

• Monitors and responds to network troubles, outages, and events.  
• Must be able to support a flexible schedule and on-call services.  
• May be required to work occasional nights, evenings, and weekends.  
• Must be able to function in a high-stress environment. 
• Must be a self-starter, self-sufficient and independent.  

• Perform both oral and written knowledge transfer and training to technical team members, and other stakeholders.  
• Train and mentor junior team members. 
• Adhere to the company Code of Ethics, policies, and procedures.  
• Communicate effectively and professionally with internal and external stakeholders. 

This job description is not intended to be all-inclusive, and the employee will also perform other reasonably related business duties as assigned by the immediate supervisor and other management as required.  

This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.  

Education Requirement:  

Bachelor’s degree in Computer Science, Electrical Engineering, Business Information Systems, or related field or equivalent work experience required.  

Experience Requirements:  

• 10+ years’ experience in telecommunications 
• Expert-level knowledge of VoIP and SIP 
• Expert-level knowledge of Session Broder Controllers in carrier-grade environments 

• Advanced-level experience with administration and management of either Ribbon Communications/Sonus (SBC and PSX) or AudioCodes 
• Understanding of call routing principles (quality metrics, Least Cost Routing, Number Portability, etc.) 
• Experience with Network Sniffer Technologies and Capture Tools (Wireshark, Empirix) 
• Experience with Network Monitoring and Management systems 
• Command-level knowledge of UNIX / Linux OS 

• Experience with Trouble Ticket systems such as Remedy or ServiceNow  
• Help Desk or Technical Customer support experience. 
• Understanding of WebRTC 
• Understanding of TLS and SRTP 
• Working knowledge of MS Excel  

• Working knowledge of IP networks and concepts (TCP/IP, subnetting, Routing, VLAN, IPSEC, Domains, DNS, DHCP, etc.) 
• Experience mentoring other engineers​​. 
• Excellent communication and team-working skills 
• An independent and self-starter individual, with excellent problem-solving skills who thrives in high-paced, high-pressure environments.  
• Ability to work off-hours and weekends when needed or as part of 24/7 on-call rotation schedule. 

Experience Preferred:   

• Understanding of Microsoft Teams telephony 

• Understanding of Ribbon Communications Application Servers  
• Familiarity with Stir/Shaken 
• Knowledge of BroadSoft (Cisco) 
• UNIX / Linux administration 
• Understanding of Contact Center Environments  

• Understanding of call recording (Ex: SIPREC) 
• Knowledge of Ribbon Analytics 
• Advanced knowledge of MS Office  
• Ribbon/Audicodes accreditation  
• Knowledge of Poly (HP) telephones. 

• Knowledge of Bria/Counterpath/Alianza softphones. 
• Ability to script or automate repetitive processes.  
• Knowledge of VOIP testing tools (Cyara, Spearline, TestWebRTC)