A Voice Engineer Will be a part of a global team responsible for the global corporate voice infrastructure
supporting America's/EMEA and APAC offices. This position is based onsite however there
will be a shared responsibility to provide 1st/2nd and 3rd line technical support to both local and global
offices. The role offers opportunities to be involved in many projects that are both local and global initiatives.
The role is also very diverse and will provide exposure to the latest technologies in voice recording, call
center, call manager and many other areas covering voice architecture.
This position requires technical proficiency as well as an eager attitude, professionalism, and solid
communication skills. The candidate must be highly motivated engineer with the ability to work
independently with minimal supervision. The candidate must also be a self-starter and a quick learner who is
not afraid to ask questions. Furthermore they must also be proactive in troubleshooting and be able to
resolve problems quickly.
Core Competencies
Teamwork: works well with teammates locally and at remote offices; shares knowledge and is
seen as someone to go to for help; contributes in weekly peer meetings
Problem solving and decision making: demonstrates a sense of urgency; takes ownership of
problems and follows temporary fixes with permanent solution; finds creative solutions. Improves
processes and introduces superior technology
Communication: is clear and accurate in verbal and written communication; listens to peers and
supported employees; follows directions and provides useful feedback
Professionalism: makes a positive impression in person, via phone, and electronically; models a
‘can-do' attitude; embraces additional responsibility; refrains from office gossip or conflict; works
extra hours as-needed to ensure work is complete; adheres to corporate policy and encourages
others to do the same
Core Duties
Some of the main core duties are listed below. More detail will be provided to successful candidates that
progress to the first round of interviews.
Perform day to day MACD. This includes provisions for new starters/leavers and office relocations.
Provide day to day tier 1/2/3 technical support for both local and remote offices in
EMEA/US/APAC.
Provide Out Of Hours support on an on-call roster/rotation basis
Plan, test and implement upgrades and fixes to all voice platforms including call managers/voice
gateways/Unity Connection and UCCX.
Work with telephone providers to configure provision and test new circuits and DDI numbers.
Work with other internal teams and external vendors to diagnose and troubleshoot circuit, network
and application issues.
CUCM 9/11 Administration and support including cluster maintenance, monitoring ,
troubleshooting
Cisco Voice gateway configuration, 2800/3800 series and newer
Unity Connection configuration and administration
Documents and effectively publishes how-to, installation and troubleshooting guides
Required core skills & experience:
Minimum of 3 years exposure in a medium to large sized organization supporting a Cisco IPT
environment. (we need junior to mid-level engineer, not senior)
Implementation and troubleshooting MGCP/SIP/CUBE deployments. The candidate should be
comfortable with obtaining logs and performing debugs when required.
Must have experience with circuit provisioning including ISDN/E1/T1 and SIP circuits.
Excellent knowledge and understanding of VoIP, RTP, SIP, MGCP and H.323 and call flow.
Excellent knowledge of configuring CUCM CSS, partitions, call routing and dial plan
implementations. Previous experience of transitioning to E.164 is a big bonus.
Previous experience of implementing and upgrading Cisco Call manager V8 or higher is required.
Must be very confident using Cisco BAT.
Prior experience and understanding of backups and restores including DRS
Good knowledge of monitoring and reporting the overall IPT infrastructure. Experience with SNMP
monitoring/analytics and CDR record management is a big bonus.
Confident with Microsoft Office in particular Microsoft Excel.
Exposure to working with SLA's and a corporate ticketing system such as Service
Now/Remedy/Heat
Excellent time management skills with the ability to prioritize and handle multiple tasks and projects
with little supervision.
Exposure to DHCP
CCNP Voice/Collaboration must
UCCX V9 Administration, technical support and scripting
Exposure to Cisco UCS - B and C series servers
Linux Redhat must
Exposure to working with SLA's and a corporate ticketing system such as Service
Now/Remedy/Heat.
Windows 2008/2012 server installation and administration.
VMWare must
University degree in Engineering, IT, computing or related discipline