VoIP Engineer - Managed Services

VoIP Engineer - Managed Services

Location: Remote
Position Type: Full-Time, Salaried
Travel: Occasional travel for site onboarding, deployments, transitions, and cutovers

Dual Path is an end-to-end Managed Service Provider supporting senior living communities and other multi-site organizations across the country. We are looking for an experienced VoIP Engineer to join our Managed Services team and take ownership of hosted voice support, deployments, troubleshooting, and site transitions.

This role will primarily support SkySwitch, along with Microsoft Teams Phone and other hosted VoIP platforms. The right candidate should be comfortable working beyond the hosted phone system and troubleshooting SIP, networking, ATAs, fax services, analog lines, and physical cabling when needed.

Key Responsibilities

• Administer and support SkySwitch and other hosted VoIP platforms
• Configure and troubleshoot DIDs, extensions, phones, voicemail, auto attendants, call queues, ring groups, schedules, call routing, and E911
• Support Microsoft Teams Phone, including Direct Routing, Operator Connect, number assignments, calling policies, auto attendants, and call queues
• Provision and troubleshoot SIP phones, ATAs, and analog gateways including Grandstream, Poly, Yealink, and similar devices
• Support analog phones, resident phone lines, fax machines, T.38, fax over IP, and other legacy analog services
• Troubleshoot SIP registration, call failures, one way or no audio, dropped calls, caller ID, DTMF, and voice quality issues
• Troubleshoot network issues affecting voice, including VLANs, QoS, PoE, DHCP, DNS, NAT, firewalls, switches, and ISP connectivity
• Troubleshoot Layer 1 issues involving wall jacks, patch panels, MDF and IDF connectivity, CAT5e and CAT6 cabling, 66 and 110 blocks, and analog cross connects
• Work with onsite technicians, carriers, ISPs, and hosted voice providers to resolve escalated issues
• Manage DID porting, carrier transitions, VoIP migrations, and cutovers
• Onboard new client sites by completing voice discovery, phone and number inventories, call flow review, analog and fax requirements, network readiness, provisioning, testing, and cutover support
• Offboard transitioning sites by coordinating number port outs, carrier handoff, service transition, equipment decommissioning, and documentation
• Maintain accurate documentation for phone systems, numbers, devices, call flows, and site configurations
• Serve as the primary VoIP escalation resource for the Managed Services team

Service Expectations

• Take ownership of VoIP issues from escalation through resolution
• Communicate clearly with customers, internal teams, carriers, and onsite technicians
• Maintain timely ticket updates and complete technical documentation
• Support scheduled migrations and cutovers when required
• Work independently in a remote MSP environment while collaborating closely with the broader Managed Services team

Qualifications

• 3 or more years of hands-on VoIP, telecom, or Unified Communications experience
• Strong experience with SkySwitch or a similar hosted PBX or UCaaS platform
• Strong understanding of SIP, hosted VoIP, call routing, and voice troubleshooting
• Experience with Microsoft Teams Phone is strongly preferred
• Experience with SIP phones, ATAs, analog gateways, fax services, DID management, number porting, and E911
• Strong networking knowledge including VLANs, QoS, PoE, DHCP, DNS, NAT, and firewalls
• Working knowledge of physical voice infrastructure and Layer 1 cabling
• Cisco Meraki and Fortinet experience is a plus
• MSP and multi-site support experience is highly preferred
• Strong customer service, communication, and documentation skills
• Comfortable working independently in a fully remote environment
• Ability and willingness to travel occasionally for new site onboarding, deployments, transitions, and cutovers

Benefits

• Medical, Dental, Vision, & Basic Life Insurance
• Flexible Spending Account (FSA)
• Paid Time Off (PTO)
• Employee Assistance Program (EAP)
• 401(k)
• Certification reimbursement for approved IT certifications