Voice Technician

Job Summary:

We are seeking a skilled and detail-oriented Voice Technician with hands-on experience in Cisco and Avaya voice systems to join our IT team. The ideal candidate will be responsible for the configuration, maintenance, and support of enterprise telephony infrastructure, ensuring reliable and high-quality voice communications across the organization.

Key Responsibilities:

• Deploy, configure, and maintain Cisco Unified Communications Manager (CUCM), Cisco Unity, and Avaya Communication Manager systems.
• Manage VoIP endpoints, SIP trunks, gateways, and voicemail systems.
• Perform MACDs (Moves, Adds, Changes, Deletes) for users and devices.
• Troubleshoot and resolve issues related to call quality, connectivity, and system performance.
• Collaborate with network and infrastructure teams to ensure seamless voice/data integration.
• Monitor system health and performance using diagnostic tools and dashboards.
• Maintain accurate documentation of configurations, procedures, and support logs.
• Provide Tier 2/3 support for voice-related incidents and service requests.

Qualifications:

• Associate’s or bachelor’s degree in Telecommunications, IT, or related field (or equivalent experience).
• Minimum 3 years of experience working with Cisco and Avaya voice systems.
• Strong understanding of VoIP protocols (SIP, SCCP, H.323) and QoS principles.
• Experience with Cisco Jabber, Avaya Messaging, and Avaya CS1000.
• Familiarity with network troubleshooting tools (e.g., Wireshark, SolarWinds).
• Relevant certifications such as CCNA Collaboration, Avaya ACIS, or equivalent preferred.
• Excellent problem-solving, communication, and customer service skills.