Network Voice Engineer

Network Voice Engineer

At Customers Bank, we believe in working hard, working smart, working together to deliver memorable customer experiences and having fun. Our vision, mission, and values guide us along our path to achieve excellence. Passion, attitude, creativity, integrity, alignment, and execution are cornerstones of our behaviors. They define who we are as an organization and as individuals. Everyone is encouraged to have personal development plans. By doing so, our team members are on their way to achieve their highest potential and be successful in their personal and professional lives.

Founded in 2009, Customers Bank is a super-community bank with over $22 billion in assets. We believe in dedicated personal service for the businesses, professionals, individuals, and families we work with.

We get you further, faster.

Focused on you: We provide every customer with a single point of contact. A dedicated team member who's committed to meeting your needs today and tomorrow.

On the leading edge: We're innovating with the latest tools and technology so we can react to market conditions quicker and help you get ahead.

Proven reliability: We always ground our innovation in our deep experience and strong financial foundation, so we're a partner you can trust.

As a Network Voice Engineer at Customers Bank, you will be a member of our IT Network team, responsible for designing, implementing, administration, and support of our enterprise network, voice and collaboration environments. You will play a hands-on role in maintaining the reliability, performance, and security of our Cisco-based network and unified communications platforms. This role requires strong hands-on experience with Cisco routing and switching, Cisco Unified Communications, SIP/CUBE, E911, QoS, conference room collaboration technology, and cloud collaboration platforms such as Cisco Webex and Microsoft Teams.

• Manage and support Cisco routing and switching infrastructure, including VLANs, spanning tree, routing protocols (i.e. EIGRP, BGP), and access layer configurations.
• Administer, configure, and support Cisco Unified Communications Manager (CUCM), Cisco CUBE/SIP trunking, and related voice infrastructure across the enterprise.
• Support and maintain Webex Cloud collaboration services, including user provisioning, dial plan management, and integration with on-premises systems.
• Manage E911 configurations and ensure compliance with emergency calling regulations across all sites.
• Design, document, and execute disaster recovery and failover testing plans for voice and network systems; ensure recovery objectives are met and results are documented.
• Configure and maintain QoS policies to ensure voice quality and prioritization across the WAN/LAN environment.
• Configure, support, and troubleshoot conference room collaboration equipment, including Cisco Room Bar, video conferencing endpoints, displays, microphones, cameras, and related peripherals. Support integration of room collaboration platforms with Microsoft Teams, Cisco Webex, and enterprise calendaring/scheduling systems.
• Troubleshoot and resolve voice outages and degraded call quality events, often under time pressure, with a proven, methodical approach.
• Participate in and lead change management activities in accordance with ITIL best practices, ensuring proper documentation, approvals, and post-implementation reviews.
• Collaborate with security and compliance teams to ensure network and voice infrastructure adheres to regulatory requirements and internal security policies.
• Work both independently and collaboratively across IT teams, vendors, and business stakeholders to deliver projects and resolve issues on time.
• Maintain thorough documentation of network topology, voice configurations, dial plans, and standard operating procedures.

Technology Skills:

• 5+ years of hands-on experience in network engineering with a strong focus on Cisco routing and switching (CCNP-level or equivalent experience).
• 3+ years of hands-on experience with enterprise voice, unified communications, or collaboration platforms, preferably in a Cisco-based environment.
• Deep expertise in Cisco Unified Communications Manager (CUCM) – administration, dial plans, device pools, calling search spaces, and upgrades.
• Strong experience with Cisco CUBE and SIP trunk configuration, including codec negotiation, dial peer design, and carrier interconnection.
• Experience with Webex Cloud (Webex Calling / Webex Meetings) is strongly preferred, including cloud migration and hybrid deployment experience.
• Working knowledge of E911 solutions and regulatory compliance requirements for enterprise telephony.
• Demonstrated experience designing and executing DR/failover tests for voice systems, with thorough documentation of test plans and results.
• Solid understanding of QoS principles and practical experience applying DSCP markings, traffic shaping, and queuing policies in a voice environment.
• Familiarity with security and compliance frameworks relevant to network and voice infrastructure (e.g., PCI-DSS, SOX, NIST); ability to translate requirements into technical controls.
• Experience working within an ITIL-based change management process; comfortable writing change requests, presenting to CAB, and performing after-action reviews.
• Ability to work with the Microsoft Suite and Customers Bank's internal collaboration and ticketing applications.

Preferred Qualifications:

• Cisco certifications (CCNP Collaboration, CCNP Enterprise, CCIE, or equivalent) are a plus but not required; a demonstrated track record carries equal weight.
• ITIL Foundation experience.
• Experience in a regulated financial services environment.
• Proven track record of leading or contributing to voice platform migrations (on-premises to cloud).

Customers Bank is an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

We also provide "reasonable accommodations", upon request, to qualified individuals with disabilities, in accordance with the Americans with Disabilities Act and applicable state and local laws.

Diversity Statement:

At Customers Bank, we believe in working smart, working together, and having fun while delivering innovative solutions and memorable experiences for our customers. We are committed to the continual advancement of a culture which reflects the value we place on diversity, equity, and inclusion. We honor the diverse experiences, perspectives, and identities of our team members, and we recognize that it is their passion, creativity, and integrity that drives our success. Step into your future with us! Let's take on tomorrow.