Managed Services Voice Engineer III

Job Description

Job Description

Description:

About Lockstep

At Lockstep, we believe great technology isn’t just about infrastructure - it’s about impact. We partner with organizations to deliver innovative, secure, and scalable IT solutions that empower their success. From network security to cloud infrastructure, we take the complexity out of IT so our clients can focus on what they do best. We’re a team that values action and collaboration. We take ownership, put customers first, work as one team, and never stop learning. If you’re looking for a place where your work truly makes a difference, Lockstep is the place to be.

What we offer

• Competitive compensation
• Medical, dental, and vision insurance
• 401(k) Plan
• Short-term/long-term disability and life insurance
• Flexible PTO
• 8 company-paid holidays and 1 floating holiday
• Employee Assistance Program (EAP)

About the role

The Managed Services Voice Engineer is responsible for designing, implementing, and managing voice communication systems within an organization. This role involves ensuring the seamless integration of VoIP, PBX, and other voice-related technologies to enhance communication efficiency. A Voice Engineer meticulously analyzes network infrastructure, troubleshoots issues, and optimizes performance to provide reliable and clear voice transmission. Additionally, they collaborate with cross-functional teams to understand requirements, implement appropriate solutions, and maintain up-to-date documentation, while possessing a robust understanding of VoIP systems, including protocols such as SIP and RTP, and having extensive experience with PBX systems, voice gateways, and SIP trunks.

What You'll Own

• Configuring, installing, and maintaining VoIP systems and related infrastructure.
• Monitoring voice network performance to identify and resolve issues promptly.
• Performing routine maintenance and updates on voice communication systems.
• Providing technical support and troubleshooting for end-users facing voice communication issues.
• Collaborating with network engineers to ensure seamless integration of voice and data networks.
• Conducting capacity planning and optimization for voice network resources.
• Developing and maintaining documentation for voice infrastructure and associated processes.
• Implementing and managing security measures to protect voice communication systems.
• Working with vendors for the procurement, installation, and maintenance of voice equipment.
• Planning and executing upgrades and migrations of legacy voice systems to new solutions.
• Analyzing call traffic patterns and quality metrics to enhance system performance.
• Ensuring compliance with regulatory requirements and organizational policies related to voice communication.
• Participating in disaster recovery planning and implementation for voice systems.
• Assisting in the design and implementation of call center solutions.
• Collaborating with cross-functional teams for the implementation of unified communication strategies.
• Managing voice gateways, PBX systems, and SIP trunks.
• Testing and evaluating new voice technologies and tools for potential adoption.
• Handling configuration and management of voicemail and automated attendant systems.
• Own escalations from Voice Engineers

What We're Looking For

Key Technical Skills:

• Expertise in VoIP protocols such as SIP, RTP, H.323, and MGCP.
• Knowledge of various codecs such as G.711, G.729, and G723.
• Deep understanding of network protocols such as TCP/IP, UDP, DNS, DHCP, VLANs, VPNs, and NAT.
• Experience with network infrastructure management, including routers, switches, and firewalls.
• Proficiency with industry-standard VoIP platforms such as Cisco Unified Communications Manager.
• Ability to troubleshoot complex network and VoIP related issues.
• Familiarity with scripting languages and network security concepts.

Education and Certifications:

• 5+ Years of relevant experience
• Bachelor's degree in computer science, information technology, or related field.??
• Cisco Certified Network Associate (CCNA), Cisco Certified Network Professional (CCNP), Webex Contact Center Expert, Cisco Webex Calling Professional, and Webex Contact Center Expert are highly valued.

What to Expect

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of this job.

This position requires prolonged computer and desk work, occasional lifting of up to 15 pounds, and regular collaboration within a professional office environment.

Less than 5% travel required

Equal Opportunity Employer

Lockstep Technology Group is proud to be an Equal Opportunity Employer and provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.