Senior Voice Engineer

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 important 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 session border controllers, SIP trunking, carrier interconnections, and emergency services routing.
• Possess strong written and verbal communication skills and be comfortable presenting technical information to both technical and non-technical audiences.
• Demonstrate ownership, initiative, and accountability while operating with minimal supervision.
• Have experience with automation and scripting technologies such as PowerShell and API-based administration.
• Be capable of evaluating new technologies and recommending improvements that enhance service quality, reliability, security, and operational efficiency.
• Have a working understanding of voice security principles, including telecom fraud prevention, toll fraud risks, caller ID spoofing, robocalling, vishing (voice phishing), and other methods used by malicious actors to exploit voice systems.
• Understand the role of network security controls that support voice infrastructure, including firewall policies, network segmentation, Network Access Control (NAC), access management, and secure endpoint deployment practices.
• Demonstrate awareness of security best practices related to cloud voice platforms, SIP services, carrier connectivity, administrative access controls, user provisioning, and incident response processes.

Your experience includes:

• At least 6 years of enterprise voice, unified communications, or telecommunications engineering experience.
• Minimum 2 years of deep administration experience with a cloud telephony platform such as Zoom Phone, Microsoft Teams Phone, Cisco Webex Calling, RingCentral, or equivalent.
• Strong knowledge of SIP, VoIP, call routing, carrier services, and enterprise telecommunications architecture.
• Fundamental networking knowledge, including LAN/WAN concepts, TCP/IP, DHCP, DNS, QoS, and switching and routing principles as they relate to voice services.
• Telecom carrier management, ticketing processes, escalation management, and service delivery coordination.
• Troubleshooting voice quality and signaling issues using Wireshark or similar packet analysis tools.
• Leading or participating in voice migrations, platform implementations, or large-scale telecommunications projects.
• Application of PowerShell scripting, automation, or API integrations is strongly preferred.
• Working knowledge of voice and telecommunications security fundamentals, including fraud detection, abuse monitoring, toll bypass prevention, and securing voice infrastructure against unauthorized access
• Working with networking and security teams to troubleshoot firewall, NAT, routing, QoS, and access-control issues affecting voice services.
• Familiarity with enterprise security controls including Network Access Control (NAC), network segmentation, identity-based access controls, endpoint security, and secure communications architectures.

Location:

Location: Penang Malaysia Suntech
Travel: None