Contract Role > VoIP Engineer 1

Job Summary

At our client, all employees are expected to demonstrate a commitment to values including collaboration, compassion, determination, excellence, innovation, integrity, and respect.

The VoIP Engineer I is responsible for day-to-day administration, operation, incident management, maintenance, troubleshooting, and support for enterprise-wide voice systems. This includes participation in planning, installation, monitoring, and coordination efforts.

This role provides engineering support for VoIP network infrastructure and unified communications (UC) services, including TDM and IP-based trunking, voice routing, configuration, and unified messaging. The position serves as an escalation point for the IT Service Desk and supports customer incidents and work orders related to voice infrastructure.

The engineer will also assist with small to mid-sized projects, including technical assessments, planning, integration, testing, and implementation. This role contributes to maintaining technical documentation and provides emergency support to ensure service availability and quality.

Primary / Essential Duties

  • Provide engineering support for Cisco Unified Communications Manager (CUCM), Cisco Unity Connections, IM&P, voice/video conferencing, fax/efax, E911, and collaboration tools

  • Support escalations from the IT Service Desk

  • Respond to and coordinate repair requests across enterprise voice systems and supporting infrastructure

  • Troubleshoot and resolve system programming and operational issues; manage and route tickets appropriately

  • Assist with daily operations of unified voice services across campus and WAN environments

  • Ensure adherence to change management processes, including documentation updates (dial plans, routing policies, diagrams, etc.)

  • Handle internal tickets related to onboarding, offboarding, phone trees, and ACD

  • Participate in a 24/7 on-call rotation

  • Support telecom-related projects and perform additional duties as assigned

Scope of Responsibility

  • Level of Autonomy:

    • Operates under direct oversight

    • Reports to the Telecommunications Manager

  • Financial Responsibility:

    • No signing authority

Required Education & Experience

  • Associate’s degree or equivalent combination of education and experience

  • 1–3 years of IT experience supporting VoIP / voice operations or engineering

  • Basic knowledge of:

    • Cisco routers

    • Structured cabling

    • LAN/WAN circuits (PRI, SIP, MPLS, FXO, FXS, POTS)

  • Familiarity with Cisco UC technologies:

    • CUCM, IM&P, Telepresence, IPCC, Unity, CCX, SRST, CUBE

    • Webex, Jabber, and secure voice concepts

  • Basic understanding of telecom system configuration, operations, and project support

  • Valid driver’s license with acceptable driving record

Required Licenses / Certifications

  • Current Driver’s License

Preferred Qualifications

  • Cisco voice certifications

Knowledge, Skills & Abilities

  • Basic knowledge of VLANs, switchport configuration, Layer 2 networking, and QoS

  • Familiarity with protocols: SIP, MGCP, H.323, SCCP

  • Ability to meet SLAs for call quality, uptime, and incident resolution

  • Strong troubleshooting and problem-solving skills in voice communications systems

  • Ability to communicate technical concepts clearly to non-technical users

  • Strong written and verbal communication skills

  • Ability to manage priorities and meet deadlines

  • Ability to respond effectively in emergency situations

  • Strong collaboration and teamwork skills

  • Ability to interpret technical instructions and documentation

  • Proficiency with required tools and systems

Work Location

  • Onsite – Seattle (South Lake Union Campus)

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