Intertec Systems - L2 Network Voice Engineer

Job Title : Senior Technical Support Engineer - Network Voice Engineer

Education : Bachelors degree in computer science, Telecommunications, or related field.

Experience : 6 to 8 years

Certification :

- CCNA Voice/CCNP Collaboration

- Microsoft Teams Voice Certification

- Avaya, Genesys, or other VoIP certifications

- ITIL Foundation

Responsibilities :

- Deploy and configure Cisco Unified Communications Manager (CUCM), Unity Connection, UCCX, CUBE, and SIP trunking.

- Implement voice gateways, dial plans, QoS policies, and session border controllers (SBCs).

- Integrate Microsoft Teams, Zoom Phone, or other cloud-based telephony solutions.

Troubleshooting & Support (L2/L3) :

- Resolve call routing issues, codec mismatches, latency, jitter, and packet loss in VoIP networks.

- Debug SIP, H.323, MGCP, and RTP/RTCP protocols using Wireshark, SIPp, or other tools.

- Provide L2 escalation support for voice-related incidents and outages.

Monitoring & Optimization :

- Monitor voice quality metrics (MOS, Jitter, Latency) using tools like SolarWinds, Cisco Prime, or IR Prognosis.

- Optimize QoS policies for voice traffic prioritization.

- Perform capacity planning and upgrades for VoIP infrastructure.

Security & Compliance :

- Implement voice security measures (TLS, SRTP, firewall policies for VoIP).

- Ensure compliance with PCI-DSS, HIPAA, or other regulatory standards (if applicable).

Collaboration & Documentation :

- Work with network, security, and cloud teams for cross-functional projects.

- Maintain network diagrams, SOPs, and change management records.

- Provide 24/7 network and security support as required.

Mandatory :

- Cisco UC Suite (CUCM, CUC, UCCX, CUBE, IMP)

- SIP, H.323, MGCP, RTP/RTCP protocols

- Voice Gateway Configuration (ISDN, PRI, FXO/FXS, SIP Trunking)

- QoS for Voice (DSCP, LLQ, AutoQoS)

- Experience with Cisco Jabber, Webex, and MRA deployments.

- Troubleshooting with Wireshark, RTMT, etc.

- Session Border Controllers (AudioCodes, Oracle SBC, Cisco CUBE)

- Basic Networking (VLANs, Routing, Firewall ACLs for VoIP)

- Strong understanding of network infrastructure, design, and troubleshooting.

- Excellent communication skills in English (both verbal and written).

- Ability to work efficiently in a team-oriented environment with high self-motivation.

- A customer-focused mindset with strong delivery service ethics.

- Good understanding of Monitoring tools such as SolarWinds, Manage Engine Ops Manager, Zabbix etc.

- Willingness to work in a 24/7 support window.

- Good understanding of the ITSM processes.

Skills :

- QoS

- Cisco Unified Communications

- SIP Protocol

- Wireshark

- Solarwinds/Manage Engine

- Voice Over IP (VoIP)

- Cisco Webex

- Cisco Routers