Voice Engineer

Job Summary

To support the Technology Support Department, the remote Voice Engineer will manage PSTN connectivity, oversee number porting activities, and administer Webex Contact Center configurations while enhancing customer experience through optimized call flows and troubleshooting.

Key responsibilities

• Manage PSTN connectivity and maintain carrier relationships for seamless voice communication services
• Support number porting activities, including LOA submission, validation, and coordination with carriers
• Administer and support Webex Contact Center configurations and operations, optimizing call flows and IVR logic

Required qualifications

• Experience with PSTN, SIP, and voice routing concepts
• Hands-on experience with the number porting lifecycle, including LOA, validation, and carrier coordination
• Proficiency in Webex Contact Center administration and configuration
• Strong troubleshooting skills across voice and contact center environments
• Knowledge of call flows, IVR design, queues, and routing strategies