Senior Voice Engineer

Job Description Summary:

We are seeking an experienced and passionate Senior Voice Engineer to join our company. The Senior Voice Engineer will manage all enterprise voice platforms including contact centers. The role is responsible for leading all efforts to support and maintain existing solutions while designing new capabilities that focuses on enhancing user customer experience. Candidate must have excellent technical expertise, project, and time management abilities, proven problem resolution skills while also exhibiting curiosity to incubate new ideas and solutions.

Critical Job Functions:

• Provide technical expertise in implementations of voice network infrastructure including Five9, MS Teams, Cisco Call Manager, Cisco Unity, Voice gateway, and SIP implementation/migration.
• Contribute to long term UC design strategy and roadmap, core voice architecture, establishment of engineering standards and best practice guides.
• Diagnose, resolve, and follow-up on incidents, problems and alarms regarding phone system, voice network systems and call center applications.
• Provide daily administration for all voice network infrastructure, including request for new phones, headsets, voice mail, auto-attendant, call flows as well as any upgrades to the system.
• Identify voice issues and risks and develop mitigation plans.
• Design, implement, support, and evaluate voice system focused tools and services.
• Evaluate and recommend new and emerging voice SIP products and technologies.
• Participate in tier 2 and tier 3 voice operations support.
• Maintain 24x7x365 coverage and support for voice.
• Define, plan, and coordinate UC projects.

Job Requirements:

• Bachelor’s degree in computer science, information systems, or a related field.
• 4+ years of experience supporting Cisco unified communication & Contact Centers.
• Experience Managing and a deep understanding of SIP CUBE gateways, Cisco SIP Phones, Cisco voice gateways, PRI circuits, analog gateways and UCCX scripting.
• Experience with Express/Enterprise Contact Center solutions.
• Good understanding of network principles.
• Enthusiastic learner with the ability to teach and mentor teammates and cross functional partners.
• Excellent communication skills, both written and verbal, with a keen attention to detail.
• Detail oriented, open, and collaborative work ethic with a well-developed sense of ownership and responsibility.
• Tenacious perseverance in investigating problems and processes.
• Firm believer in established methodologies and best practices.
• Strong attention to detail and follow-up skills.
• Demonstrated customer service skills.
• Ability to establish priorities and manage multiple activities to meet deadlines.
• Strong interpersonal skills including tact, diplomacy, and flexibility to work effectively with carriers, management, various departments, and customers.
• 7+ years of IT Experience preferred.
• Experience with Five9 Contact center preferred.

Physical Demands and Work Environment: The physical demands and work environment described here are representative of those an employee encounters while performing the essential functions of this position.  Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

• Physical Demands:
  • Sedentary physical activity performing non- strenuous daily activities of an administrative nature.
  • While performing the duties of the job, the employee is regularly required to sit, walk, stand, reach/handle items, work with the fingers, and talk and hear others in conversations via the phone or in person.
• Work Environment:
  • The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
  • The noise level in the work environment is usually moderate.

Compensation:

• This role will pay up to $130,000.00 per year.

Benefits:

• PTO
• Paid Holidays
• Medical Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance
• 401k

Roadrunner Freight is building something special with great people, a winning culture and a differentiated service offering in the marketplace.  Join us today to grow your career!

Additional Requirements:

Summary:

Roadrunner offers more direct long-haul metro-to-metro shipping than any other nationwide Less-than-Truckload (LTL) carrier in the United States. With a nationwide presence, terminals across 40+ markets, and approximately $410 million in revenue in 2023, the company’s Smart Long Haul Network is the preferred choice for shippers looking to move freight quickly and reliably. Roadrunner is expanding and looking for a highly motivated Senior Voice Engineer to join our winning team. If you are results driven and looking for a rapidly growing company with high growth and earnings potential, we want to hear from you!