Voice Engineer

Job Category: Voice
Job Type: Full Time
Job Location: West Chester PA
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The Voice Engineer is responsible for delivering unified communications (UC) solutions to support existing and future platform, product and service functionality, and multi-platform integration at client locations. Perform day-to-day installation, service, programming, testing and troubleshooting of UC systems which include Premise and Hosted platforms. Assist Voice Technicians and Voice Engineers with technical escalations.


1. Ensure front-line customer satisfaction by dealing professionally and effectively with all internal and external customers/clients
2. Plan, install, configure and program UC platforms to include but is not limited to the following functionality: Chat; Presence; Voice; Mobility; Audio; Web; Video; Desktop Sharing; Call Control; Speech Recognition; Unified Messaging; Email; IP Paging etc.; perform/review others’ site surveys including documenting network topology; review SOW for implementation validations as it pertains to the project deliverables; build hosted PBX (8×8) user accounts, numbering plans, ring groups, call center and IVR; work closely with project management and customer points of contact to ensure an efficient and successful implementation, to include acting as a technical lead; work with porting teams to ensure all telephone numbers are accounted for and correct licensing is in place for mapping
3. Demonstrate appropriate troubleshooting skills (to include following the “45 minute rule”) and techniques for UC product platforms of Premise and Hosted solutions; assist Help Desk with service requests from customers and deliver services by agreed upon service delivery dates; respond to emergency situations during or after hours, to resolve immediate client concerns and meet SLAs; complete work orders for moves, adds, changes (MAC) and deletions on company supported product lines; Solve technical escalation requests effectively and accurately (e.g., Tier 1 troubleshooting, programming, installations, etc.)4. Complete required documentation according to company standards such as time reporting for billing & payroll, work order progress & completion, time and materials for client SLAs, etc. accurately and timely


• Associate degree or certification in technology services/technical discipline or equivalent work experience
• 4+ years’ experience with Unified Communications (UC) systems
• Proven ability to install, service, program, test and troubleshoot UC systems.
• Demonstrate ability and knowledge re: Voice/Network concepts and terminology to include ISP routing, MPLS, Virtual Private Networks (VPN), VLANs, VoIP (SIP, H323), TDM, Quality of Service (COS/DSCP), DNS, DHC required
• Solid knowledge of PBX and other Legacy Voice products; Cross-domain experience in the following IT areas: servers, desktops, networking and telecom required
• Certifications in product platforms; 8×8 Admin & VO Support, VO Deployment and VCC Deployment Certs; SiP School Cert; Networking Certs; APSS: Avaya Professional Sales Specialist (Avaya Midmarket Solutions); AIPS: Avaya Implementation Professional Specialist (Avaya IP Office Platform); APDS: Avaya Professional Design Specialist (Avaya Midmarket Solutions); Mitel Certified Support Engineer: PBX, Contact Center and Mobility
• Valid driver’s license and ability to safely drive company vehicles
• Soft Skills: excellent customer interfacing skills (verbal, social, written); solid communicator internally and externally; ability to problem solve escalated technical issues; demonstrates flexibility and adaptability; can work independently

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