Position Summary
The Voice Engineer owns the architecture, lifecycle, delivery, and support of RTC Communications' residential and commercial voice technologies. The role manages voice platforms, tools, networks, and call routing; establishes repeatable service-delivery processes; leads complex implementations and escalations; supports lower-level technicians; and collaborates with customers, vendors, and internal teams to deliver reliable, cost-effective services and an exceptional customer experience.
Essential Job Functions
- Design, develop, document, and maintain voice technology and systems architectures for residential and commercial services, including hosted PBX, unified communications, contact center applications, SIP/IP trunking, mobile calling applications, WebRTC, VoIP, and related solutions.
- Manage voice networks, signaling interconnections, dial plans, number inventories, endpoints, registrations, and end-to-end call routing, including call flows, queues, auto attendants, voicemail, emergency calling, time-of-day routing, and failover.
- Maintain and administer voice platforms, applications, monitoring and diagnostic tools, vendor portals, ticketing systems, integrations, and other tools required to provision, monitor, troubleshoot, and support voice services.
- Translate approved orders, statements of work, and customer requirements into accurate configurations, implementation plans, schedules, and acceptance criteria; coordinate number porting, activation, testing, training, cutovers, and customer acceptance.
- Establish, document, maintain, and continually improve service-delivery processes, standards, checklists, and support documentation; provide technical leadership, coaching, and escalation support to lower-level technicians.
- Support installation, troubleshooting and configuration of customer-premises voice and LAN/WAN equipment; diagnose signaling, codec, latency, jitter, packet loss, QoS, firewall/NAT, registration, integration, and call-quality issues.
- Apply network, systems, and software expertise to resolve end-to-end issues, support integrations and automation, and flex into other technical teams when customer or business priorities require assistance.
- Maintain accurate configurations, diagrams, inventories, test results, work orders, implementation records, and customer documentation; provide clear project updates and technical guidance.
- Drive productive vendor relationships through performance reviews, support escalations, contract and solution evaluations, and cost-reduction initiatives that improve service economics and customer experience.
- Support planned maintenance, after-hours cutovers, and on-call response as assigned; follow RTC change-management, cybersecurity, privacy, CPNI, safety, and documentation requirements; perform other duties as assigned.
Knowledge, Skills and Abilities
- Strong knowledge of residential and commercial telephony, SIP, VoIP, hosted PBX, unified communications, contact center applications, IP trunking, mobile calling applications, WebRTC, digital voice, and call routing.
- Strong knowledge of Ethernet, TCP/IP, VLANs, DHCP, DNS, NAT, QoS, PoE, LAN/WAN connectivity, Wi-Fi, firewalls, switches, routers, cabling, and the factors affecting voice registration and call quality.
- Demonstrated ability to gather requirements, identify risks, design supportable solutions, troubleshoot complex services, and use voice/network test, monitoring, packet-capture, installation, and repair tools.
- Working knowledge of ticketing and remote-support systems, APIs, integrations, scripting, automation, security concepts, backup services, and endpoint tools is preferred.
- Ability to read technical diagrams, maps, work orders, service orders, and manuals; proficiency with Microsoft Office and documentation systems.
- Clear professional communication, customer-service, organization, prioritization, decision-making, teamwork, ownership, and follow-through; ability to work independently and across departments in a fast-paced environment.
- Ability and willingness to complete company, vendor, and industry training and remain current with evolving technologies.
Education and Experience
- Bachelors degree in information technology, networking, telecommunications, or a related field; equivalent relevant education and experience may be considered.
- At least five years of networking, voice, telecommunications, or closely related experience required; two to three years of telephony industry experience preferred.
- Experience designing, provisioning, administering, or supporting residential and commercial voice solutions, including VoIP, hosted PBX, SIP/IP trunking, unified communications, contact center applications, mobile calling applications, WebRTC, or comparable platforms, strongly preferred.
- Industry-recognized networking, voice, cloud, or vendor certifications strongly preferred; must possess or obtain a valid Indiana driver's license and maintain an insurable driving record.
Work Environment and Physical Requirements
- Work is performed in office, network/telecommunications, indoor, outdoor, and customer-premises environments using computers, telephones, test equipment, hand tools, and installation equipment.
- Regular standing, walking, bending, reaching, and work in equipment rooms or confined spaces may be required; must safely lift and carry up to 25 pounds, with or without reasonable accommodation.
- Must be available for scheduled after-hours implementations, service cutovers, maintenance, and on-call support as assigned.
General Statement
This job description summarizes the principal duties and requirements of the position and is not exhaustive. RTC Communications may revise duties or assign responsibilities based on business and customer needs. RTC Communications is an equal opportunity employer and considers qualified applicants and employees without regard to legally protected status.
