Job Description

Job Description

Job Title: Network Voice Engineer - Tier I & II

Location: Plano, TX - 5 days onsite with Rotational Shifts

Duration : 6+ Month

Job Description:

Responsibilities:

• Expert level hands-on experience with enterprise voice network infrastructure, including Cisco Unified Communication platforms, Call Manager, Unity, and Contact Center solutions.
• Expert knowledge in voice protocols such as SIP, H.323, SCCP, MGCP, and troubleshooting related issues.
• Hands-on experience with voice gateways, session border controllers, and integration with PSTN and SIP trunk providers.
• Proficient in configuring and managing VoIP solutions and troubleshooting call quality issues, including jitter, latency, and packet loss.
• Expert knowledge in voice network routing, dial plans, and number translations.
• Experience with collaboration tools such as Cisco Webex, Microsoft Teams, and Zoom, including integration with voice systems.
• Hands-on troubleshooting experience with voice hardware platforms and architectures, including Cisco Voice Gateways, IP Phones, and conferencing systems.
• Proficient in managing voicemail systems and integration with email platforms (e.g., Unified Messaging).
• Experience in monitoring and managing voice network performance using tools such as SolarWinds, Wireshark, or similar platforms.
• Expert knowledge in QoS implementation and troubleshooting for voice traffic.
• Experience working with Service Provider Teams for faults with SIP trunks, PRI circuits, and voice carrier issues.
• Experience working with partner support teams, including the TAC support teams of principal vendors like Cisco, Avaya, etc.
• Serve as a technical escalation point for L2 and L1-level NOC, such as Tier I and Tier II.
• Handle high to critical incidents or customer requests and tasks related to voice network issues.
• Execute medium to high complexity projects and changes in the voice network.
• Act as technical reviewer and approver of NOC Tier II’s voice-related projects and changes.
• Develop Method of Procedure (MoP) for the NOC in executing changes or troubleshooting voice network issues.
• Provide secondary on-call support for voice network incidents.
• Good oral and written communication skills , ability to articulate voice network issues effectively.
• Strong knowledge of voice network troubleshooting tools and monitoring platforms.
• Maintain a high sense of urgency while staying calm under pressure.
• Team-oriented , quick learner, and adaptable to changes.

Credentials and Experience:

• Industry-standard certifications preferred (e.g., CCNP Collaboration, CCVP).

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