VOIP Engineer II

Overview
Client is seeking a VoIP Engineer to support and administer its Voice over IP environment, with a strong focus on Cisco voice technologies. This role is responsible for daily operations, advanced troubleshooting, system maintenance, and supporting the migration of an on-premises VoIP platform to Cisco Webex Calling.
The successful candidate will work closely with network engineering teams to resolve complex issues, support voice infrastructure initiatives, manage system upgrades and compliance activities, and provide Level 3 incident and problem resolution support.

Core Responsibilities
• Lead assigned voice network development projects and software implementation efforts, including evaluating client needs and coordinating resources.
• Provide L2/L3 troubleshooting and root cause analysis for voice-related issues, including packet loss, jitter, latency, and call quality concerns.
• Configure and support Cisco integrated service routers and multilayer switches to ensure reliable voice operations.
• Support the migration of the on-premises VoIP environment to Cisco Webex Calling.
• Design, deploy, and configure Cisco Unified Communications Manager (CUCM), Cisco Emergency Responder (CER), Cisco Unity Connection (CUC), Session Border Controllers (CUBE/Client), UCCX, and Expressway solutions.
• Manage call routing, dial plans, route patterns, translation rules, and calling search spaces to maintain internal and external PSTN connectivity.
• Create and maintain technical documentation, including voice configurations, deployment procedures, and dial plans.
• Review and support compliance with standards governing voice network access, modifications, enhancements, hardware replacements, and software updates.
• Coordinate with telecommunications carriers and third-party vendors for number porting activities and incident resolution.
• Perform software patching, backups, firmware upgrades, vulnerability management, and ongoing support for Cisco voice gateways, phones, and servers.
• Provide after-hours support and participate in maintenance activities when required.

Essential Qualifications, Skills, and Technologies
• Experience with Cisco Unified Communications Manager (CUCM), Cisco Emergency Responder (CER), Cisco Unity Connection (CUC), Cisco Unified Contact Center Express (UCCX), and Expressway.
• Experience with Cisco Webex Calling.
• Strong knowledge of SIP, H.323, MGCP, and RTP protocols.
• Strong understanding of IP routing, switching, and Quality of Service (QoS).
• Strong analytical, root cause analysis, and incident resolution skills.
• Ability to support after-hours maintenance windows and operational issues as needed.
• Strong communication and documentation skills, including the ability to create technical network diagrams and Standard Operating Procedures (SOPs).

Preferred Skills or Experience
• 5 to 7 years of relevant experience.
• Cisco Certified Network Professional (CCNP) Collaboration certification or similar professional-level Cisco certification.
• Familiarity with ServiceNow ITSM and CMDB.
• Working knowledge of ITIL practices.
• Experience managing large projects and applying project management methodologies and techniques.
• Knowledge of enterprise data center and infrastructure environments.
• Strong interpersonal skills with the ability to work effectively with vendors, offshore resources, and global IT teams.
• Experience with IT governance and change management processes.
• Ability to build consensus, communicate complex technical concepts clearly, and present information effectively.
• Self-motivated approach with strong problem-solving abilities, attention to detail, and sound judgment.

Work Details
• Preferred work location: Onsite in Pittsburgh, Pennsylvania.
• First shift schedule.