Sr. Voice Systems Engineer

Senior Voice Infrastructure Engineer / Unified Communications Architect

Enterprise Network and Telecommunications Services

Position Summary

The Senior Voice Infrastructure Engineer / Unified Communications Architect leads the design, administration, modernization, and support of enterprise voice and collaboration services across hospitals, clinics, nursing facilities, and corporate locations. The role is the senior escalation point for Cisco and Avaya platforms, contact centers, SIP and carrier services, emergency calling, voicemail, paging, and related clinical and business integrations.

Key Responsibilities

Architecture and engineering: Own enterprise voice and unified communications architecture, standards, dial plans, call routing, resiliency, capacity, lifecycle roadmaps, and modernization strategy.

Platform administration: Engineer and support Cisco Unified Communications Manager, Unity Connection, UCCX, Emergency Responder, CUBE, voice gateways, Jabber, Webex Calling, and Avaya Aura, SBC, and Messaging where deployed.

Voice services: Administer SIP trunks, PRI/T1 and analog services, endpoints, voicemail, auto attendants, hunt groups, IVR, queues, call recording, call accounting, paging, operator consoles, fax, and E911 integrations.

Operations and troubleshooting: Provide advanced support for signaling, registration, routing, one\-way audio, call quality, latency, jitter, packet loss, codecs, DTMF, voicemail, fax, IVR, and softphone issues using traces, packet captures, logs, debugs, and monitoring data.

Incident leadership: Lead major\-incident restoration, technical bridges, stakeholder communications, root\-cause analysis, and corrective actions; participate in on\-call coverage and after\-hours maintenance.

Contact center and clinical communications: Design and support call flows, queues, skills, prompts, schedules, reports, emergency calling, paging, notification, and clinical or business workflow integrations.

Projects and change governance: Lead upgrades, migrations, new\-site deployments, acquisitions, platform consolidations, and production cutovers; prepare designs, implementation and test plans, rollback procedures, CAB documentation, runbooks, and operational handoffs.

Carrier and vendor management: Coordinate carrier services, number porting, circuit activation, PRI\-to\-SIP migrations, escalations, licensing, support contracts, vendor performance, and cost optimization.

Monitoring and improvement: Maintain platform security, certificates, backups, software currency, disaster recovery, monitoring, quality metrics, capacity reporting, documentation, and practical automation.

Collaboration and leadership: Partner with infrastructure, security, clinical, application, service\-desk, and business teams; mentor engineers and communicate technical risks and recommendations clearly.

Required Qualifications

15\+ years of progressive enterprise voice, telecommunications, or unified communications engineering experience in complex, multi\-site production environments.

Advanced hands\-on expertise with Cisco CUCM, Unity Connection, UCCX, Emergency Responder, CUBE, voice gateways, Jabber, and associated management and reporting tools.

Strong knowledge of SIP, RTP/SRTP, H.323, PRI/T1, VoIP, QoS, codecs, dial plans, DTMF, DNS, DHCP, NTP, certificates, and analog voice services.

Demonstrated ability to troubleshoot across voice, LAN/WAN, wireless, call manager server, endpoint, and carrier layers.

Experience designing highly available, disaster\-recoverable voice and contact\-center services and leading major upgrades, migrations, incidents, and vendor escalations in a 24×7 environment.

Bachelor’s degree in information technology, telecommunications, engineering, or a related field, or equivalent education and professional experience.

Preferred Qualifications

Experience with Avaya Aura, Avaya SBC, Avaya Messaging, Webex Calling, hybrid/cloud calling, or cloud contact\-center platforms.

Healthcare or other regulated\-industry experience, including familiarity with E911, call recording, paging, privacy, security, business continuity, and formal change control.

Experience with scripting, APIs, or automation for administration, validation, monitoring, and reporting.

CCNP Collaboration or comparable Cisco certification; Avaya, Webex, cloud calling, contact\-center, ITIL, or project\-management certifications are a plus.

Success Measures

Reliable, secure, resilient voice and contact\-center services that meet availability and quality objectives.

Timely incident resolution, clear root\-cause documentation, and measurable reduction in repeat issues.

Safe delivery of projects and changes with effective testing, communication, documentation, and support handoff.

Current architecture standards, inventories, lifecycle plans, capacity data, and vendor and licensing oversight.

Work Expectations

Participate in on\-call rotation and after\-hours incident, maintenance, and cutover support.

Operate effectively where reliable communications directly support patient care and essential business services.