Voice Engineer
Location: Oakland, CA
Job Type: Contract
Company: IDR
Category: Development and Architecture
Job Description Apply Now
Voice Engineer Job DescriptionWe are seeking a dedicated Voice Engineer to join a highly respected organization, working remotely on a full-time basis. This position is ideal for professionals with a robust background in voice engineering and contact center technologies. As a Voice Engineer, you will collaborate with a team-oriented group, leveraging your expertise to manage and enhance voice and network infrastructures essential for large-scale business operations.
Responsibilities- Work remotely while aligning with west coast business hours to ensure optimal collaboration and coverage.
- Troubleshoot and resolve complex hardware and software issues related to voice and network systems.
- Utilize knowledge of Cisco networking, including routing, switching, MPLS, BGP, EIGRP, and QoS to support call center environments.
- Apply expertise in SIP and VoIP protocols to maintain high-quality voice communications within the organization.
- Maintain, optimize, and improve the voice and network infrastructure, including LAN/WAN, firewalls, PSTN, PRI, TDM, and POTS.
- Support and manage contact center solutions leveraging platforms such as Genesys (Engage/Cloud), NICE CXone, Five9, or similar systems.
- Collaborate with cross-functional teams to ensure seamless operation of Microsoft O365, Teams Voice, NICE recording, Aspect WFM, and other critical call center tools.
- Work within a structured ITIL v3 Foundations framework to uphold best practices in IT service management.
- Utilize ServiceNow and other service management tools to document, track, and manage incidents and service requests.
- Demonstrated experience supporting and operating in a contact center environment, with familiarity in leading platforms such as Genesys, NICE CXone, or Five9.
- Strong proficiency in Cisco networking, including routing, switching, MPLS, BGP, and EIGRP protocols.
- In-depth knowledge of QoS, SIP, and VoIP protocols within call center and enterprise environments.
- Experience working with Microsoft O365, Teams Voice, NICE recording, Aspect WFM, and other call center tools is highly preferred.
- ITIL v3 Foundations certification is required, demonstrating commitment to IT service management best practices.
- Proven ability to resolve complex technical issues and provide high-level support to end users and teams.
- Experience using ServiceNow or similar ticketing and ITSM software is a plus.
- Be part of an industry-leading organization known for its commitment to innovation and employee development.
- Work remotely while collaborating with a close-knit, supportive, and team-oriented group of professionals.
- Benefit from a full suite of competitive benefits, including medical, dental, and vision coverage.
- Join a company recognized for its positive workplace culture and dedication to employee growth.
- Enjoy the flexibility of working on west coast hours, supporting a dynamic and fast-paced environment.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. IDR is subject to certain governmental recordkeeping and reporting requirements for the administration of civil rights laws and regulations. In order to comply with these laws, we invite employees to voluntarily self-identify their race or ethnicity, gender, and veteran status (if applicable). Submission of this information is voluntary and refusal to provide it will not subject you to any adverse treatment. The information obtained will be kept confidential and may only be used in accordance with the provisions of applicable laws, executive orders, and regulations, including those that require the information to be summarized and reported to the federal government for civil rights enforcement. You may access this form here.