Teams Voice, Phones & Collaboration Engineer

Job Description Job Description Location: Onsite in Washington, D.C | 5 Days Per Week Employment Type: W2, Full-Time About the Role We are seeking a skilled Teams Voice, Phones & Collaboration Engineer to support, administer, and continuously improve our Microsoft Teams Phone environment. This role is responsible for managing Teams Voice services, troubleshooting call quality issues, supporting end users, maintaining e911 compliance, and ensuring reliable voice communications across the organization. The ideal candidate has hands-on experience administering Microsoft Teams Phone System, supporting physical Teams phones, managing Auto Attendants and Call Queues, and using Microsoft tools such as CQD, RTCA, Power BI, and PowerShell to monitor, diagnose, and automate Teams Voice operations. Key Responsibilities Call Quality & Voice Reliability Monitor call quality using Teams Call Quality Dashboard (CQD), Real-Time Call Analytics (RTCA), and Power BI voice reports. Identify, diagnose, and resolve Teams Telephony issues impacting user experience. Analyze call performance trends and recommend improvements to enhance reliability. Deliver proactive recommendations to improve voice quality, service availability, and end-user experience. Teams Voice Administration Onboard new users for Teams Voice, including number assignment, licensing, and policy configuration. Manage the full phone number lifecycle, including assigning, reassigning, and releasing numbers. Execute Teams Voice offboarding activities during employee separations. Administer Teams Voice policies, calling policies, emergency policies, and related configurations. Auto Attendants & Call Queues Design, build, and operate Auto Attendant and Call Queue call flows. Configure resource accounts, licensing, DID assignment, greetings, holiday schedules, and routing logic. Delegate Auto Attendant and Call Queue management permissions as appropriate. Support queue owners and business stakeholders with updates, reporting, and troubleshooting. Analog Device & Gateway Support Maintain analog device inventory and support documentation. Configure analog media gateways and perform firmware upgrades. Process adds, moves, changes, and removals of analog endpoints. Troubleshoot analog device connectivity and routing issues. e911 & Compliance Maintain accurate Location Information Service (LIS) data, including subnets, wireless access points, and switches. Validate e911 routing to ensure accurate location delivery to the appropriate Public Safety Answering Point. Support Teams retention, compliance, and governance policy management. Assist with documentation and audits related to voice compliance requirements. Collaboration & Application Support Provide Tier 2 and Tier 3 end-user support for Microsoft Teams clients across Windows and mobile platforms. Assist with Teams and Channel creation, governance, lifecycle management, and reporting. Manage Teams application integrations, delegation requests, and guest/external access settings. Partner with IT, security, networking, and business teams to resolve issues and improve collaboration services. Automation & Continuous Improvement Develop and maintain PowerShell scripts to automate Teams and Teams Voice administrative tasks. Identify opportunities to streamline operations, reduce manual effort, and improve service delivery. Stay current on the Microsoft Teams and Teams Voice roadmap. Recommend and support adoption of new Teams Phone features and best practices. Requirements Required Qualifications Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent hands-on experience. 3+ years of hands-on experience administering Microsoft Teams Phone System. Demonstrated experience deploying and supporting physical Teams phones. Proven ability to troubleshoot call quality issues using CQD, RTCA, Power BI, or equivalent tools. Experience with Auto Attendants, Call Queues, Direct Routing, and Teams Voice policies. Proficiency with PowerShell scripting for Microsoft Teams and administrative automation. Working knowledge of e911 compliance and Location Information Service configuration. Strong troubleshooting, documentation, and communication skills. Ability to work independently and collaboratively with technical and non-technical stakeholders. Preferred Qualifications Experience supporting Teams Phone in an enterprise environment. Familiarity with Microsoft Teams Admin Center, Microsoft 365 Admin Center, and PowerShell modules for Teams. Experience with Session Border Controllers, Direct Routing, SIP trunks, or Operator Connect. Knowledge of networking concepts related to voice quality, including QoS, latency, jitter, packet loss, and bandwidth planning. Experience creating operational reports and dashboards for voice service health. Microsoft certifications related to Teams, Microsoft 365, or voice administration are a plus. Benefits What We Offer Competitive compensation Health, dental, and vision insurance Paid time off and holidays Professional development and certification support Opportunity to work with modern Microsoft collaboration and voice technologies