Lead I - Cloud Infrastructure Services

We are seeking a highly skilled and experienced Voice Engineer to join our team, specializing in the design, implementation, and Tier-3 support of voice communication platforms. The ideal candidate will have extensive expertise in Verba call-recording platforms , Microsoft Teams voice , cloud-based call centers (AWS Connect) , Ribbon SBC devices , Cisco Unified Communications Manager (CUCM) , and Zoom Phone . This role is crucial in ensuring the reliability, security, and performance of enterprise voice systems.

Key Responsibilities

• Provide L3 support and manage the voice infrastructure to ensure optimal performance.
• Troubleshoot and resolve issues related to Verba call recording , playback, and storage.
• Configure, troubleshoot, and maintain Microsoft Teams Direct Routing and voice integrations.
• Support and maintain cloud-based call center platforms like AWS Connect .
• Ensure security, compliance, and integrity of voice communication systems.

• Diagnose and resolve voice quality issues (jitter, latency, packet loss) using tools like Wireshark, SolarWinds .
• Perform firmware upgrades and patching of VoIP devices.
• Configure and optimize Ribbon SBC configurations.
• Create and maintain detailed documentation for voice system configurations and procedures.

• Configure and integrate MS Teams Direct Routing, Ribbon SBC, and Verba recording .
• Design SIP trunking solutions, QoS policies, and disaster recovery plans .
• Work closely with network, security, and DevOps teams to ensure reliable voice services.
• Provide Tier-3 support for critical incidents and mentor junior engineers.

• Maintain network diagrams, SOPs, and configuration guides .
• Ensure compliance with GDPR, HIPAA, and other security standards for voice traffic and call recordings.

Qualifications & Experience

• Minimum 12 years of experience in Unified Communications Engineering within a large enterprise or global MNC.
• Strong hands-on experience in Verba Voice Recording Platform support and management.
• Expertise in Session Border Controllers (SBCs) such as Ribbon .
• Experience with Cisco Call Manager (CUCM) and Microsoft PowerShell .
• Deep understanding of Microsoft Teams voice design and enterprise telephony integration .
• Strong troubleshooting skills using network probes and packet capture analysis .
• Ability to work in a fast-paced, global team and collaborate with cross-functional teams.
• Flexibility to support after-hours work, weekend activities, and on-call rotation as needed.

Preferred Certifications (Optional but Beneficial)

• Microsoft Teams Voice Engineer Associate (MS-700/720)
• Cisco Certified Network Associate (CCNA) - Collaboration
• Cisco Certified Network Professional (CCNP)
• Microsoft Teams Administrator Certifications
• Ribbon SBC Professional Certification
• ITIL Certification (Preferred)