Design, deploy, administer, and optimize Cisco voice and collaboration solutions for managed services customers. Provide incident response, troubleshooting, contact center support, monitoring, capacity planning, migrations, documentation, SLA-driven ticketing, mentoring, and participate in on-call rotations.
The Senior Voice Engineer is responsible for the administration, support, implementation, and ongoing optimization of Cisco-based voice and Unified Communications, Cisco Webex Calling, and cloud voice collaboration solutions within a managed services environment. This role supports multiple customer environments and requires a strong technical expertise, excellent troubleshooting skills, and the ability to work effectively with clients, internal teams, and vendors. The engineer will play a key role in ensuring high availability, performance, and customer satisfaction across voice and contact center platforms.
The ideal candidate has hands-on experience with Cisco collaboration technologies, CUCM device management, Webex Calling administration, PSTN and SIP troubleshooting, contact center support, and ITIL-aligned service delivery in an SLA-driven support organization.
Essential Duties
- Design, deploy, administer, and support Cisco voice and collaboration solutions across 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 Cisco Unified Communications Manager (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 in a managed services model
- 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, standard operating procedures, 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 by managed services commitments
Required Knowledge, Skills, and Abilities
- 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, troubleshooting skills, documentation and ability to resolve complex, multi‑layer issues
- Excellent written and verbal communication skills with both 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 a Managed Services Provider (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
You'll love working at NRI not just for the usual benefits, but for our environment and culture!
You'll work with a great group of people in a highly collaborative team and results oriented atmosphere.
You'll have the opportunity to work in a dynamic and extremely positive environment where there is always the opportunity to challenge your skills and really move the needle.
You’ll work with large, sophisticated, and progressive clients throughout North America.
We provide a comprehensive benefits program including: Health, Vision, and Dental Insurance, Life Insurance, Health/Dependent Care Flexible Spending, 401(k) Plan, Short-Term and Long-Term Disability Coverage, Generous Vacation and Flex Time Off Programs, Company Paid Holidays, and Training and Development Opportunities.
The above description is intended to describe the general nature and level of work performed by individuals assigned to this position. This is not intended to be an exhaustive list of all responsibilities, duties, knowledge, skills, or experience required of individuals in this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and responsibilities.
NRI North America is proud to be an Equal Opportunity/Affirmative Action employer.
NRI North America will accept applications on an ongoing basis.
NRI North America will consider qualified candidates with criminal histories in a manner consistent with The Los Angeles Fair Chance Initiative for Hiring Ordinance.
If you require reasonable accommodation in completing an application, interviewing, or otherwise participating in the hiring process, please direct your inquiries to [email protected].
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