Voip Engineer

Systems Engineer – Voice Infrastructure & CommunicationsLocation: Chicago, ILWork Arrangement: Hybrid – 6 days onsite per monthPosition OverviewA well-established organization is seeking a Systems Engineer to support and maintain its enterprise voice communications infrastructure and computer-assisted telephone interviewing (CATI) platforms.This is a hands-on engineering role that combines voice infrastructure, unified communications, Windows server administration, and application support. The ideal candidate will have experience designing, implementing, maintaining, and troubleshooting enterprise voice environments, with an emphasis on Cisco technologies, Microsoft Teams Phone, and VoIP solutions.In addition to voice engineering, this individual will develop operational expertise with a CATI platform, supporting its dialers, servers, web-based survey applications, and Interactive Voice Response (IVR) functionality.Key ResponsibilitiesVoice Infrastructure & Unified CommunicationsDesign, implement, and maintain enterprise voice solutions, including IP PBX systems, session border controllers, voice gateways, and SIP trunks.Configure and administer Cisco Unified Communications Manager (CUCM), Cisco Expressway, Unity voicemail, UCCX/ACD, Cisco Emergency Responder (CER), and Microsoft Teams Phone.Manage dial plans, call routing, voicemail, and other unified communications functionality.Monitor voice infrastructure and troubleshoot complex issues involving call quality, latency, connectivity, and network performance.Utilize diagnostic tools such as Wireshark, NetScout, and Cisco RTMT to identify and resolve issues.Partner with network engineering teams to ensure proper integration of voice systems with enterprise LAN/WAN environments and appropriate Quality of Service (QoS).CATI / CAWI Platform SupportDevelop operational proficiency across a Voxco-based CATI/CAWI environment, including dialers, application servers, directory services, command center tools, and web survey platforms.Configure, maintain, update, and test CATI and CAWI surveys.Create and maintain IVR scripts to properly route inbound calls.Monitor platform performance and troubleshoot application, configuration, access, and connectivity issues.Systems Administration & OperationsInstall, configure, maintain, and troubleshoot Windows Server operating systems and related services.Apply operating system security configurations and maintain system integrity.Develop and maintain technical documentation, system configurations, operational procedures, and network diagrams.Provide regular voice infrastructure performance statistics and reporting.Coordinate with telecommunications carriers, SIP providers, and technology vendors to resolve issues and manage services.Support security initiatives and ensure systems adhere to organizational policies and applicable industry standards.Provide technical assistance to end users and occasional training to non-technical staff.Required QualificationsEducation & ExperienceBachelor's degree in Computer Science, Telecommunications, Information Technology, or a related discipline, or equivalent professional experience.Approximately 3+ years of experience in voice engineering, telecommunications, unified communications, or related application support.Technical RequirementsStrong understanding of VoIP protocols, including SIP, RTP, and H.323.Experience with Cisco Unified Communications Manager, Unity voicemail, UCCX/ACD/Finesse, and Cisco Emergency Responder.Experience supporting Microsoft Teams Phone.Knowledge of FCC E911 requirements, including Kari's Law and Ray Baum's Act.Experience administering Windows operating systems and implementing operating system security configurations.Understanding of the OSI model.Preferred ExperienceFamiliarity with Microsoft Server Manager and IIS.Working knowledge of PowerShell in a Windows Server environment.Exposure to Microsoft SQL Server Management Studio.Professional SkillsStrong analytical, troubleshooting, and problem-solving abilities.Excellent verbal and written communication skills.Ability to collaborate effectively with technical teams and business stakeholders.Comfortable working independently and managing multiple priorities.Strong attention to detail and commitment to reliable system operations.Work Arrangement & EligibilityHybrid schedule requiring two days per week onsite in downtown Chicago.Candidates must be authorized to work in the United States. Visa sponsorship is not available.Compensation & BenefitsThe organization offers a competitive compensation package and comprehensive benefits program, which may include:Medical, dental, and vision insurance.Retirement savings and employer-sponsored contribution programs.Life insurance and short- and long-term disability coverage.Paid time off and company holidays.Parental and bereavement leave.Tuition assistance and employee assistance programs.About the OrganizationThis organization operates in a technology-driven environment where reliable communications infrastructure and secure information systems are essential to daily operations. The IT team supports a broad range of enterprise technology platforms and works collaboratively to maintain dependable, scalable, and secure systems.