Voice Support Engineer

Voice Support Engineer L2 (Level 2 Support)

Role Overview

The Voice Support Engineer (L2) is responsible for the management, operation, and optimization of global enterprise voice infrastructure. This role ensures high availability, security, and compliance of voice services, supporting business continuity and seamless collaboration across global sites.

Key Responsibilities

1. Design & Implementation

2. Maintain and enhance enterprise voice systems, including VoIP, SIP, and AudioCodes SBCs integrated with Microsoft Teams.

3. Lead provisioning, configuration, and troubleshooting of:
4. Voice circuits (Analog, TDM, DID, VoIP/SIP trunks)
5. Telephony devices and components
6. Develop and maintain:
7. High-Level Design (HLD)
8. Low-Level Design (LLD)
9. As-Built documentation

10. Ensure seamless integration with collaboration platforms (e.g., Microsoft Teams, AudioCodes SBC).

11. Operations & Maintenance

12. Manage and maintain:

13. Session Border Controllers (SBCs)
14. Voice gateways
15. Replacement devices
16. Monitor and analyze voice network performance (QoS, jitter, packet loss, latency).
17. Conduct regular disaster recovery (DR) planning and testing.
18. Maintain DID and PSTN number pools; assign numbers to Teams users.

19. Monitor alarms and events from voice systems.

20. Security & Compliance

21. Implement voice security measures:

22. Encryption
23. Toll fraud detection
24. Compliance with PCI DSS, HIPAA, GDPR
25. Conduct regular security audits and manage software updates.

26. Support regulatory requirements and emergency calling services (e.g., 911, 999).

27. Collaboration & Support

28. Collaborate with:

29. Internal IT teams
30. Telecom carriers
31. Cloud vendors
32. Third-party service providers
33. Provide technical guidance to junior engineers and support teams.
34. Coordinate IMACD (Install, Move, Add, Change, Delete) services.
35. Manage local and long-distance voice services with carriers.

Technical Skills & Qualifications

Core Technical Skills

• Deep expertise in VoIP technologies, including SIP, RTP, QoS, and PBX systems.
• Hands-on experience with AudioCodes SBCs.
• Proficiency in configuring and troubleshooting SBCs, voice gateways, SIP trunking, PRI, and PSTN connectivity.
• Experience with Microsoft Teams Phone System, Direct Routing, and Operator Connect.
• Familiarity with cloud-based VoIP solutions (e.g., AudioCodes IP Phone).
• Strong understanding of networking fundamentals: VLANs, firewalls, IP routing, and QoS.
• Experience with contact center solutions, including IVR, call routing.
• Knowledge of security protocols, encryption techniques, and toll fraud prevention.

Certifications (Preferred)

• AudioCodes SBC
• Microsoft Teams Call Routing

Other Requirements

• Bachelor's degree in Computer Science, Engineering, or related field (or equivalent experience).
• 7+ years of experience in enterprise voice engineering, including VoIP, SIP, and SBCs.
• Excellent troubleshooting, analytical, and communication skills.
• Experience with regulatory compliance, emergency services, and disaster recovery for voice systems.

Soft Skills

• Strong leadership, interpersonal, and team-building capabilities.
• Ability to communicate complex strategies to technical and business stakeholders.
• Project management and stakeholder engagement experience.
• Commitment to continuous learning and staying updated with new technologies and trends in voice engineering.