Sr. Voice Engineer

Client of MigrationIT

Responsibilities Administer and maintain IP telephony systems, VoIP solutions, SBCs, and PBX infrastructure.



Support and optimize the bank's contact center platform, including call routing, IVR functionalities, and call recording.



Ensure the quality and reliability of voice services by monitoring system health and performance.



Assist in securing voice infrastructure through encryption, authentication, and access controls.



Provide Level 2 support for voice-related incidents and service requests.



Troubleshoot and resolve voice network issues, ensuring minimal downtime.



Conduct root cause analysis (RCA) for recurring problems and suggest corrective actions.



Support the integration of voice services with CRM, workforce management, and other applications.



Work with vendors and service providers for issue resolution and enhancements



Requirements



Bachelor s degree in Computer Science, Telecommunications, or a related field. Certifications such as Cisco CCNA Collaboration, Avaya, or Genesys certifications are a plus.



1-5 years of experience in managing and supporting enterprise voice solutions. Hands-on experience with VoIP, SIP, PBX, and contact centre platforms. Banking or financial institution experience is preferred. Familiarity with QoS, network security, and voice system integrations.