Senior Voice Engineer

Position Summary

The Senior Voice Engineer is responsible for designing, implementing and supporting an infrastructure for voice/phone systems and services across current Life Time locations as well as future growth, while ensuring critical reliability and maximum uptime. This role will serve as a LAN/WAN expert for IP Telephony and responsibilities will entail recommending and supporting the selection, development, deployment, monitoring, maintenance, and enhancement of Life Time voice technologies.

Job Duties/Responsibilities

Design, implement and maintain (break/fix) network platform technologies including Call Manager, Unity, Emergency Responder, Unified Contact Center Express (UCCX).

Establish and maintain the physical and logical architecture of all network components for voice applications across current and future Life Time locations.

Diagnose and resolve complex configuration and troubleshooting issues within a multi-vendor, multi-site infrastructure.

Ensure network fail-over capabilities between critical operational components and data centers.

Perform routine network maintenance, including software upgrades, patch/vulnerability releases, feature enhancements, as well as product life-cycle management of all Life Time IP Telephony assets and services.

Create and maintain documentation on process/procedure related to network design, monitoring, security, and disaster recovery.

Ensure all network topology, technology solutions, team and individual work flow is documented and updated regularly.

Establish and maintain technical standards and configurations.

Establish, monitor, evaluate, and report key performance and key risk indicators (KPIs and KRIs) to provide leadership with visibility into the effectiveness of the voice infrastructure.

Monitors network operations to identify performance and capacity issues.

Measures volume and performance of network traffic.

Identifies utilization and performance issues.

Develops plans and implements new technologies and services to satisfy capacity and performance requirements.

Minimum Required Qualifications

Strong proficiency with dial peers, dial plans, SIP Trunks, CUBE, and RTMT logs

Strong proficiency with PSTN, VOIP, SIP, H.323, MGCP and VMware

Strong proficiency with CUCM, Unity, Cisco Emergency Responder.

Strong proficiency with UCCX including creating and troubleshooting scripts.

Strong knowledge of TCP/IP network protocols (e.g. SSH, HTTP(S), SMTP, etc), other than those above, and their proper operation

Ability to troubleshoot using packet capture, data analysis and other common means and to suggest and/or implement configuration changes to correct issues and maximize performance.

Strong communication, facilitation, and interpersonal skills

Ability to manage vendor/supplier relationships, ongoing maintenance, and support as well as problem-resolution.

Ability to quickly learn new or unfamiliar technologies and products, independently using documentation and online resources.

Strong project management and organizational skills.

Years of Experience:

A minimum of 7 years of experience in Unified Communications and Contact Center Design

7 or more years of experience administering complex network environments.

5 or more years of experience configuring Cisco IOS with Voice Gateway features including CUBE.

5 or more years of experience with Layer 2 and Layer 3 protocols, including QoS.

Preferred Qualifications:

Knowledge of Microsoft Teams Voice and Call Manager integration is preferred.

Previous hospitality or retail experience is a plus.