Job Title: Voice Engineer
Contract Length: 12 months
Location: Chester
Working Pattern: 3 days per week in the office

Are you a skilled Voice Engineer looking for your next challenge? Join our dynamic team at an innovative organization where your expertise in voice services will be valued and utilized to its fullest! We are on the lookout for a talented Voice Operations Engineer who can support MS Teams and Cisco Enterprise Voice services and make a significant impact on our global voice infrastructure.

What You’ll Do:
As a Voice Engineer, you’ll play a pivotal role in managing and supporting our core voice services. Your responsibilities will include:

• Handling all aspects of core voice services and ensuring seamless operation of our global voice infrastructure.
• Supporting Voice platforms and interconnectivity with Enterprise telephony, Contact Center, and Transport, including managing external carriers.
• Participating in change and problem management reviews to enhance service reliability.
• Collaborating with other support teams to swiftly manage, triage, and resolve issues.

Must-Have Qualifications:
We’re looking for someone with the following experience and certifications:

• Microsoft 365 Certified: Teams Administrator Associate
• Proven track record in troubleshooting MS Teams issues and managing interoperability with core voice services like Ribbon SBC and Cisco.
• Strong experience in managing service issues related to MS Teams Voice, Cisco Enterprise Voice, carriers, and transport.
• Proficiency with Call Analytics, Call Quality Dashboard (CQD) reports, Quality of Experience (QER) templates, PowerBI, Teams Policies, and Audio Conferencing.
• Familiarity with the Microsoft 365 Admin Center, Teams Admin Center, Microsoft Entra, Message Center, and Service Desk.
• Experience in engaging Microsoft support tickets and escalation processes.
• Knowledge of incident and change management processes in a core voice production environment.

Nice-to-Have Skills:
If you have any of the following skills, we would love to hear from you:

• Experience working with internal support teams such as Domain Ops, CCO, and Network Escalation.
• Familiarity with PowerShell, GraphAPI, Splunk, and ThousandEyes.
• Experience using Remedy for opening and updating incident tickets.
• Proficiency with ServiceNow and MS Teams Voice provisioning.

Why Join Us?
This is a fantastic opportunity to work with a team that values innovation and collaboration. You’ll be part of a vibrant workplace in Chester Business Park, where creativity and teamwork come together. We believe in providing our employees with the tools they need to succeed and grow in their careers.

How to Apply:
Ready to take your career to the next level? Don’t miss out on this exciting opportunity! Send us your resume and a brief cover letter detailing your relevant experience. We can’t wait to meet our next Voice Engineer superstar!

Join us in shaping the future of voice services. Apply today!

Note: This is a temporary position with a contract length of 12 months.

We use generative AI tools to support our candidate screening process. This helps us ensure a fair, consistent, and efficient experience for all applicants. Rest assured, all final decisions are made by our hiring team, and your application will be reviewed with care and attention.

Pontoon is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone’s chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.