Senior Voice Engineer (Bayan)

About our group: IT-Telecom is a small group currently working as part of the Global Network Services (GNS) team. The team manages global voice communications using cloud platforms for voice services and is responsible for configuration, administration, optimization, and support of those services and endpoints as required by the business. The team is responsible for managing global carriers, including issue resolution, ticket management, service delivery, and escalation management with carrier vendors. The team works closely with site IT teams worldwide to troubleshoot and resolve telecommunications issues, particularly where endpoint, network, or local infrastructure involvement is required. About the role - you will: - Play an key role in managing the IT-Telecom ticket queue and resolving issues as received in the tickets. You will be required to provide periodic updates in the ticketing system as the tickets are worked and resolved, using clear and accurate statements. You will work to resolve tickets within the team's SLAs. - Complete work accurately and maintain high standards of quality for work performed. Accurately research and diagnose issues before opening a ticket with carriers, cloud providers, or vendors to ensure there is no internal issue that can be resolved independently. - Communicate task progress and any risks or delays to management, so support, alignment, or escalation can occur. Communication is key in demonstrating progress on projects and operational work. Ensure the appropriate level of leadership is included in relevant communications. - Support the team's OKRs (Objectives and Key Results) that align with business initiatives and strategic objectives. You will be expected to provide periodic progress updates and present status reports to management and executive stakeholders. - In this senior role, you will be expected to identify and drive improvements and optimizations within the voice and telecommunications environment. This includes identifying opportunities, documenting recommendations, presenting proposals to the team and management, and leading implementation efforts using defined project plans and timelines. - Work autonomously on complex projects such as dial plan design and optimization, E911 routing, SIP trunk implementations, carrier migrations, platform integrations, and cloud voice deployments. - Design, administer, troubleshoot, and optimize enterprise voice infrastructure including cloud telephony platforms, SIP services, session border controllers (SBCs), voice gateways, call routing, and carrier connectivity. - Lead or participate in modernization initiatives, including migrations from legacy telephony platforms to modern UCaaS and collaboration platforms. - Develop automation solutions using PowerShell, APIs, and related technologies to improve operational efficiency, reduce manual effort, and improve service quality. - Participate in major incident management activities, root cause analysis, and implementation of preventive measures to improve overall platform reliability. - Mentor junior team members and provide technical guidance to peers and cross-functional teams as required. - Engage in a minimum of 40 hours of annual training that is relevant to current and future telecommunications technologies. This includes training on existing platforms as well as future voice and collaboration technologies being adopted by the company. - Partner with Information Security, Networking, and Infrastructure teams to identify and mitigate risks associated with voice systems, carrier connectivity, cloud telephony platforms, and endpoint devices. Assist in the implementation of security controls and operational processes that reduce the risk of fraud, abuse, toll fraud, unauthorized access, and service disruption. - Act as a technical steward for the voice environment by balancing reliability, security, operational efficiency, and user experience while continuously identifying opportunities to improve the platform and reduce organizational risk. About you: - Have a strong understanding of enterprise UCaaS platforms and the operational principles required to manage cloud voice services. - Understand the configuration, administration, and support of contact center solutions, including queue configuration, call flows, skills-based routing, operating hours, recording retention, reporting, and user administration. - Possess a strong understanding of telecommunications principles including SIP signaling, voice routing, dial plans, PSTN connectivity, endpoint provisioning, voice architecture, codecs, and call flows. - Understand packet capture and analysis using Wireshark to troubleshoot codec negotiation, one-way audio, signaling failures, quality issues, and connectivity problems. - Demonstrate the ability to independently analyze and resolve complex voice issues involving carriers, cloud providers, networking teams, and site support personnel. - Have working knowledge of .