Voice Engineer

Overview:

Responsibilities:

• Designs, configures and deploys voice communication systems (such as VoIP, PBX, UCaaS, and contact center solutions) tailored to the firm's needs, ensuring these systems are scalable, reliable, and secure
• Develops and implements solutions that integrate voice systems with CRM (such as Salesforce, ServiceNow) and ERP (such as SAP, Oracle) platforms to enable unified communication and streamlined business processes
• Understands and implements custom APIs to facilitate integration between voice systems and various business applications, enabling functionalities such as click-to-call, call logging, automated customer engagement and reporting
• Performs regular maintenance, monitoring and upgrades of voice systems and integrations to ensure high performance, reliability and optimal resource usage
• Monitors voice traffic and integration points to identify and resolve issues related to call quality, system performance, and API communication; performs root cause analysis and implements solutions to prevent recurrence with team
• Creates and maintains technical documentation for system configurations, API mappings, integration workflows and change management; prepares reports for voice system performance, call metrics and integration effectiveness
• Collaborates with cross-functional teams, including software developers, network engineers and IT support, to ensure successful integration and functionality of voice solutions within the firm's IT ecosystem; provides tier-2 and tier-3 support for voice and integration-related issues
• Manages relationships with vendors and service providers to support, maintain and enhance voice and integration solutions; engages with internal stakeholders to understand business needs and translate them into technical requirements
• Troubleshoots and adjusts the AV system as needed
• Provides after-hours support as needed for high severity situations
• Performs other duties assigned by leadership

Qualifications:

• Professional degree in Computer Science, Information Technology, Telecommunications or an equivalent combination of education and experience
• Typically 5+ years of relevant experience with 3+ years of experience in voice engineering, including experience with CRM and ERP integration
• AV Industry certification (e.g., CTS Certified Technology Specialist, CCNA Voice/Collaboration, Avaya Certified Specialist) preferred
• Experience in MS Office Suite, including MS Teams, Excel, Outlook and Word
• Experience with voice communication platforms such as Microsoft Teams, Zoom Phone, RingCentral or similar
• Strong understanding of CRM (e.g., Salesforce, Microsoft Dynamics) and ERP (e.g., SAP, Oracle) systems and their integration points
• Strong understanding of networking fundamentals, including TCP/IP, DNS, DHCP, VLANs, QoS and MPLS
• Knowledge of network monitoring tools (e.g., Wireshark, SolarWinds, PRTG) and voice performance metrics
• Proven track record of unprompted consistent improvement
• Strong customer service, interpersonal skills and the ability to interact with all levels of staff
• Strong work ethic and eagerness to produce high quality, accurate results
• Ability to handle equipment malfunctions well, even under pressure
• Ability to hold sensitive information with a high level of confidentiality and integrity
• Ability to communicate and present ideas in a clear, concise and professional manner both verbally and in writing
• Ability to proactively problem solve and apply innovative solutions
• Ability to work and collaborate in a team environment, and ability to work independently and prioritize work
• Ability to work on multiple projects at the same time
• Ability to effectively meet deadlines at expected quality
• Travel may be required
• Must be able to lift 50lbs individually

#LI-KT1

If you currently work for HKS, please submit your application via the Internal Careers Portal.

HKS is an EEO/AA Employer: M/F/Disabled/Veteran