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Senior Voice Engineer

3 hours, 18 minutes ago
Anywhere
Full-time
Senior
Technical Support Engineer
DevOps and Infrastructure
Cisco PowerShell Python TCP/IP Wireshark
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Your Business

Your Business

NRI is a North American consultancy delivering business and tech solutions that fuel growth, boost profitability, and drive lasting innovation.

Internet Software & Services
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Description

  • Design, deploy, administer, and support Cisco voice and collaboration solutions for managed services customers.
  • Provide operational support for Cisco Unified Communications platforms, including incident response, problem resolution, and service requests.
  • Support and maintain Cisco Contact Center solutions, including Webex Contact Center and Cisco UCCX.
  • Configure and support CUCM, Unity Connection, gateways, and SIP integrations.
  • Administer and support InformaCast for mass notification and emergency communications.
  • Perform proactive monitoring, capacity planning, and system health checks.
  • Troubleshoot complex voice, call routing, and QoS issues across LAN/WAN environments.
  • Participate in customer onboarding, migrations, upgrades, and platform lifecycle management.
  • Create and maintain technical documentation, SOPs, and network diagrams.
  • Collaborate with NOC, engineering, and service delivery teams to meet SLAs and customer expectations.
  • Provide technical guidance and mentoring to junior engineers as needed.
  • Participate in on-call rotation and after-hours support as required.

Requirements

  • 5+ years of experience supporting Cisco voice and collaboration solutions.
  • Proven experience working in a managed services environment supporting multiple customers.
  • Hands-on experience with CUCM, Webex Contact Center, Cisco UCCX, InformaCast, and CUBE.
  • Strong experience with Cisco CUCM, Unity Connection, SIP, and voice gateways.
  • Working knowledge of Webex Calling PSTN models, including cloud PSTN, Cloud Connected PSTN, Cisco Calling Plans, Local Gateway, SIP trunks, number porting, DID management, carrier routing, and emergency calling considerations.
  • Solid understanding of networking fundamentals including TCP/IP, QoS, VLANs, and WAN technologies.
  • Strong analytical and troubleshooting skills, plus documentation ability to resolve complex, multi-layer issues.
  • Excellent written and verbal communication skills with technical and non-technical audiences.
  • Ability to work in an SLA-driven managed services model with strong ticket ownership, customer updates, and escalation discipline.
  • Experience with Cisco Webex Calling Dedicated Instance or hybrid Cisco cloud voice deployments.
  • Experience with Microsoft Teams Phone or hybrid Cisco and Microsoft collaboration environments.
  • Experience supporting Cisco UC platforms on VMware or other virtualization technologies.
  • Familiarity with monitoring and alerting tools such as LogicMonitor, BigPanda, Control Hub analytics, or similar platforms.
  • Experience using Wireshark, packet captures, Cisco RTMT, Control Hub troubleshooting, call history, analytics, and Cisco TAC engagement for incident resolution.
  • Exposure to automation or scripting such as PowerShell or Python in support or operational contexts.
  • Prior experience working for an MSP, NOC, or outsourced IT support organization.
  • CCNA or equivalent Cisco voice, network, or collaboration experience.
  • CCNP Collaboration, Webex Calling, Webex Contact Center, or cloud voice training.

Benefits

  • $85,000 - $105,000 annual salary.
  • Eligible for a discretionary bonus plan based on company and individual performance.
  • Comprehensive health, vision, and dental insurance.
  • Life insurance coverage.
  • Health/dependent care flexible spending accounts.
  • 401(k) plan.
  • Short-term and long-term disability coverage.
  • Generous vacation and flex time off programs, plus company-paid holidays.
  • Training and development opportunities.

Interested in this position?

Apply directly on the company website

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