Senior Cloud Voice Engineer

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Always Connecting, Always Evolving.

TECHEAD is seeking qualified applicants for the following Contract position – Senior Cloud Voice Engineer / Virginia Beach VA – (JOB-22501). If you are looking for a new opportunity and this position looks to be a fit, please apply to see the TECHEAD difference that has made us successful for 30+ years!

You can find more about our team and values by checking us out at TECHEAD.com or on Glassdoor

Job Description:

Senior Cloud Voice Engineer

1 Year Contract
Remote
Pay Rate: $38/hr – $42/hr

Job Summary & Objective

The Senior Cloud Voice Engineer is responsible for the reliability, support, lifecycle, and technical direction of enterprise voice services. This role supports Microsoft Teams Phone, cloud PSTN connectivity, carrier integrations, contact-center voice routing, SIP/SBC services, fax, emergency calling, call accounting, and related managed-service providers.

As the senior technical owner for cloud voice operations and escalated telephony issues, this position collaborates closely with the Service Desk, Network, Security, Contact Center Operations, vendors, and IT leadership to ensure voice services remain available, secure, compliant, supportable, and cost-effective.

Duties & Key Responsibilities

• Platform Ownership: Own and support enterprise voice platforms and services, including Microsoft Teams Phone, Genesys Cloud carrier integration, SIP/PSTN routing, fax, call accounting, E911, robocall filtering, and voice-edge services.

• Escalation & Support: Provide Tier-II/III support for complex voice incidents involving call routing, SIP trunks, SBCs, carrier services, DID/TFN inventory, Teams phones, analog endpoints, fax, call quality, and emergency calling.

• Administration: Administer Microsoft Teams Phone services, including common-area phones, voice policies, auto attendants, call queues, resource accounts, voicemail, forwarding/delegation, and related Teams Admin Center or PowerShell configurations.

• Architecture & Infrastructure: Support cloud PSTN and Direct Routing architecture, including SBC connectivity, carrier trunks, certificates, DNS/FQDNs, firewall requirements, media paths, failover, and interoperability with analog devices or contact-center systems.

• Contact Center Telephony: Serve as the carrier and infrastructure voice owner for Genesys Cloud contact-center telephony, focusing on BYOC/SIP carrier integration, DID/TFN management, trunk issues, routing, vendor escalation, and billing coordination.

• Modernization & Migration: Lead or support carrier modernization efforts, including vendor evaluations, technical/commercial reviews, proposal comparisons, number-porting strategies, E911 ownership decisions, stakeholder presentations, and staged migration planning.

• Vendor Management: Manage UC vendor relationships and escalations across carriers, managed-service providers, brokers, resellers, and platform vendors.

• Budget & Financial Stewardship: Maintain assigned telecom budget and invoice responsibilities, including invoice reviews, GL coding, PO/direct-pay workflows, renewals, vendor contacts, and cost-center stewardship.

• Compliance & E911: Support emergency-calling compliance and location strategy, including Teams E911, location database accuracy, LLDP/BSSID network-location data, and related vendor/carrier services.

• Voice-Adjacent Services: Own or support enterprise fax and voice-adjacent services, including RightFax/OpenText, Azure App Proxy dependencies, Mutare Voice Traffic Filter, Infortel/ISI call accounting, and future cloud-service evaluations.

• Cross-Functional Collaboration: Coordinate with Service Desk, Network, Security, Endpoint, Finance, Project Management, and business stakeholders to resolve issues, document ownership, and ensure operational continuity.

• Documentation: Create and maintain clear operational documentation, runbooks, design notes, Jira records, Confluence pages, handoff materials, vendor inventories, and knowledge-base articles.

• ITIL Alignment: Participate in ITIL-aligned incident, change, problem, and project processes, including emergency changes, major incident support, post-change validation, and vendor accountability.

• Continuous Improvement: Research, evaluate, and recommend modern cloud voice technologies and operating models that improve reliability, security, cost, supportability, and business continuity.

Required Knowledge, Skills, and Abilities (KSAs)

• Microsoft Teams Voice: Strong knowledge of Microsoft Teams Phone, Teams Admin Center, Teams PowerShell, Direct Routing, call queues, auto attendants, common-area phones, voice policies, and Teams-certified devices.

• Networking & SIP Protocols: Strong knowledge of SIP, SIP trunks, SBCs, PSTN, DID/TFN management, carrier routing, SRTP/RTP media, DNS, certificates, firewall requirements, and voice failover design.

• Contact Center Integrations: Working knowledge of Genesys Cloud telephony integrations, BYOC carrier dependencies, contact-center voice routing, toll-free/local carrier services, and carrier escalation models.

• Troubleshooting: Demonstrated ability to troubleshoot complex voice issues across cloud services, carriers, managed-service providers, network/security controls, analog gateways, fax systems, endpoint management, and identity/conditional-access policies.

• E911 & Emergency Calling: Experience with emergency-calling requirements and implementation patterns, including E911, location validation, network-location mapping, and compliance-focused operational controls.

• Vendor & Proposal Evaluation: Ability to manage vendor relationships, contract renewals, quotes, invoices, purchase-order workflows, technical escalations, and service reviews. Experience evaluating carrier/cloud-voice proposals for cost, operational risk, SLA clarity, billing simplicity, and technical fit.

• Telecom Finance: Experience with telecom billing, call accounting, departmental chargebacks, usage reporting, and invoice reconciliation.

• Voice Security & Fax: Familiarity with enterprise fax, robocall/spoof filtering, number reputation, voice security concepts, and voice-adjacent SaaS or managed services.

• Communication & Documentation: Excellent documentation, analytical, written, and verbal communication skills. Proven ability to translate technical issues into business impact, operational next steps, and leadership-ready recommendations.

• Independence & Support: Ability to work independently as the senior voice subject-matter expert while collaborating effectively with cross-functional teams. Ability to support urgent or after-hours incidents when core services are impaired.

Education & Certifications

• Education: Bachelor’s degree in Computer Science, Information Technology, Telecommunications, or equivalent professional experience preferred.

• Certifications: ITIL Foundation preferred; Microsoft Teams Phone, networking, SIP/SBC, cloud voice, or collaboration certifications highly desirable.

TECHEAD’s mission is to make our on-site associates successful by placing them in the right environment so they can grow and prosper. How we treat and respond to our clients and employees is a reflection of who we are and makes us stand out from the rest. Keeping our business focused on building and maintaining relationships with our employees and clients is the key to our success. We won’t strive for anything less.

TECHEAD provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

For more information on TECHEAD please visit www.techead.com.

No second parties will be accepted.

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