Voice Engineer

Job title: Voice Engineer

About the Role This Voice Engineer role provides daily operational support for voice infrastructure in Xerox's cloud Microsoft Teams tenant as we migrate from a Cisco environment. You will install, configure, and manage voice infrastructure across on-prem and cloud environments, providing direct support to internal teams and clients as needed.

What You'll Do

• Build and operate the cloud voice tenant and support on-premise/Cloud SBC routing
• Manage Toll-free numbers globally and call routing for customer-facing agents
• Analyze, diagnose, and resolve issues within the voice systems; provide Tier 2 and Tier 3 support with timely resolution and documentation
• Collaborate with 3rd party vendors to minimize downtime and establish documented communication processes
• Escalate unresolved issues per procedures to minimize operational impact
• Support enterprise networks (voice, video, data) and troubleshoot IP traffic; document troubleshooting steps
• Implement voice scripting for contact center solutions to improve customer experience and efficiency
• Transition technology changes with minimal disruption, including moving from Carrier services to centralized Carrier SIP
• Perform voice system maintenance and upgrades (service packs, patches) per procedures
• Develop and maintain voice system documentation in a knowledge repository; keep it accurate and accessible
• Monitor system performance and provide capacity planning recommendations

What We're Looking For

• Master’s degree in Information Technology or related field, or Bachelor's with minimum 5 years’ experience
• Strong knowledge of networking (TCP/IP, DNS, DHCP, VLANs, routing)
• Experience integrating multiple systems in complex on-premise and cloud environments
• Cisco voice infrastructure experience: CUCM, UCCX, and Cisco Voice Gateways
• Cloud expertise with Microsoft Teams and cloud-based voice solutions
• Operational support experience and ability to troubleshoot and resolve issues within defined timeframes
• Customer support experience (Tier 2/3) via phone, email, chat, or in person; strong communication skills
• Self-motivated, able to work independently and collaboratively with stakeholders and vendors
• Analytical and organizational skills with ability to monitor performance and plan capacity
• International experience is a plus; willingness to learn and document
• Commitment to continuous learning and maintaining up-to-date documentation

Nice to Have

• Experience migrating to centralized Carrier SIP and related telephony changes
• Familiarity with MACD processes

Compensation & Benefits

• Robust benefits package designed to support growth, well-being, and life beyond work
• Opportunity to work in a globally distributed team on impactful projects