Sr. Professional, Operations

Job Purpose and Impact

• The Global Voice Engineer / UC & Cloud Voice Lead owns the enterprise voice ecosystem worldwidedriving strategy architecture and operational excellence across Microsoft Teams Phone hybrid voice legacy PBX environments carrier services and cloud contact center platforms. This role ensures global voice services are scalable resilient secure costeffective and aligned to business priorities enabling collaboration and digital transformation across corporate and manufacturing environments.

Key Accountabilities

Strategy Architecture & Global Platform Ownership

• Build and maintain a strategic vision and roadmap for all enterprise voice platforms globally aligning technology direction with business objectives.
• Ensure scalability resilience and integration across Microsoft Teams PBX systems contact center solutions paging/analog systems and emerging technologies to support global operations and transformation.
• Define global standards for dial plans numbering routing survivability security monitoring and operational runbooks.

Microsoft Teams Phone / Cloud Voice Engineering

• Lead the design deployment and operations of Microsoft Teams Phone including policies voice routing dial plans call queues auto attendants and governance.
• Lead implementation and ongoing management of Direct Routing and Session Border Controllers (SBCs) (e.g. AudioCodes/Ribbon) including high availability certificate lifecycle SIP normalization and security hardening.
• Drive call quality optimization using CQD/analytics and network readiness practices (QoS WAN optimization media flow diagnostics).

PBX Modernization & Cloud Migration

• Develop and execute cloud migration strategies for legacy PBX systems (e.g. Avaya Nortel Cisco UC) transitioning to cloud telephony and Teams Phone.
• Lead the migration strategy off legacy copper circuits partnering with carriers and internal stakeholders to modernize connectivity and reduce technical debt.

Analog Paging & Manufacturing/Plant Resiliency

• Manage AudioCodes MediaPack analog gateways consolidating analog endpoints (phones fax elevators alarms paging adapters) and reducing footprint where feasible.

Compliance Recording & Regulated Environments

• Design and implement compliance recording solutions (e.g. SmartTap 360) for regulated use cases including policy alignment retention and operational support.

Contact Center (Five9) & CRM Integrations

• Configure manage and optimize Five9 Cloud Contact Center including integration with Salesforce and enterprise call routing strategies.

Numbering TollFree and E911 (Emergency Services)

• Oversee global tollfree number provisioning and management including number inventory controls and lifecycle processes.
• Collaborate with vendors to configure Enhanced 911 (E911) services (e.g. Intrado) including LIS ELIN/DID inventories location mapping and emergency policies.

Delivery Automation and Vendor Management

• • Lead telephony projects endtoend using Agile methodologies partnering with network security identity and business teams.
  • Manage thirdparty vendors and enforce SLAs ensuring quality delivery timely resolution and strong governance.

Qualifications

• Minimum requirement of 4 years of relevant work experience. Typically reflects 5 years or more of relevant experience.