Senior Voice Engineer

Job Summary

We are seeking a Senior Voice Engineer with expertise in Microsoft Teams Voice and Unified Communications to support the design, implementation, configuration, and management of enterprise voice infrastructure. The ideal candidate will have strong experience with Microsoft Teams Phone, Direct Routing, Cisco voice technologies, and VoIP protocols while ensuring reliable, secure, and high-performing communication services.

Key Responsibilities

• Design, implement, and support Microsoft Teams Phone solutions.

• Troubleshoot Microsoft Teams Voice, Direct Routing, and Operator Connect issues.

• Provide Tier 2 and Tier 3 support for enterprise voice infrastructure.

• Resolve incidents and document troubleshooting activities in the ITSM platform.

• Collaborate with telecommunications carriers, Microsoft, and third-party vendors.

• Escalate complex issues when necessary to ensure timely resolution.

• Support enterprise voice, video, and collaboration services.

• Design and maintain dial plans, voice policies, auto attendants, and call queues.

• Implement and support SIP trunking and Direct Routing solutions.

• Lead migrations from legacy telephony platforms to Microsoft Teams Phone.

• Perform platform upgrades, maintenance, security patches, and enhancements.

• Monitor call quality, system health, performance, and capacity.

• Create and maintain technical documentation, diagrams, and operational procedures.

• Participate in incident response, problem management, and continuous service improvement initiatives.

Required Qualifications

• 5+ years of experience supporting enterprise voice and unified communications environments.

• Strong experience with Microsoft Teams Voice and Teams Phone.

• Experience with Direct Routing and Operator Connect.

• Strong knowledge of Cisco Unified Communications Manager (CUCM) and Cisco Finesse.

• Experience with SIP trunking and enterprise voice routing.

• Strong understanding of VoIP protocols including SIP, H.323, MGCP, and RTP.

• Excellent troubleshooting and root cause analysis skills.

• Strong verbal and written communication skills.

• Ability to explain technical concepts to non-technical users.

• Ability to manage multiple priorities in a fast-paced environment.

Preferred Qualifications

• Experience with Microsoft Teams Voice administration.

• Experience managing Cisco enterprise voice environments.

• Experience with telecommunications carriers and unified communications platforms.

• Experience monitoring voice infrastructure performance and call quality.

• Experience supporting Retail, Fuel Operations, or Supply Chain environments.

• Relevant Microsoft or Cisco certifications are a plus.