Department:

Job Description Summary:

Hybrid - Florida residency required
Results-driven System Engineer with over 5 years of experience supporting enterprise voice, VoIP, and unified communications environments. Proven expertise in designing and maintaining highly available Cisco-based voice infrastructures, including Cisco Unified Communications Manager, Unity Connection, voice gateways, and collaboration platforms. Skilled in configuring and troubleshooting core VoIP protocols such as SIP, RTP, SRTP, MGCP, and H.323, with a strong focus on call quality, QoS, and dial plan optimization.
Extensive hands-on experience within complex network environments, including routing, switching, VLANs, VPNs, and LAN/WAN connectivity. Adept at diagnosing and resolving escalated voice and network issues using tools such as Cisco RTMT, packet captures, call detail records, and SNMP monitoring. Experienced in managing carrier services, SIP trunking, PRI circuits, and telecom escalations.
Demonstrated ability to support enterprise architecture initiatives, including disaster recovery testing and implementation of redundant systems both on-premises and in cloud environments. Recognized for strong problem-solving skills, proactive incident triage, and ability to meet SLA requirements while supporting cross-functional project delivery. Cisco-certified professional (CCNA/CCNP) with a continuous focus on advancing technical expertise and mentoring team members in both technical and customer service best practices.
Position Responsibilities

• Enterprise Architecture- Tests disaster recovery setups, design and implement highly redundant network services, both on cloud and on-premises.
• Support- Creates architecture diagrams, including network designs.
• Training- Continuing education in the training track that was chosen and working towards designated next level training certification.
• Escalations- Can think creatively to resolve escalated issues and involve others as needed.
• Technical Expertise- In addition to foundational understanding can deep dive in one domain.
• Customer Service- Is able to coach team on customer service etiquette and leads by example. Able to articulate and teach communication and customer service.
• Operational duties- Can triage incidents and tasks and work to get them resolved. Can assist team members meet SLA requirements.
• Project Delivery- Participates in designated multi-domain foundational projects to build project plans and work to complete them through collaboration and teamwork.

Qualifications

Education

Bachelor's Degree or equivalent experience

Experience and License

• Cisco certifications such as CCNA, CCNP Enterprise, CCNP Collaboration, or equivalent experience.
• Minimum of 5 years of experience supporting enterprise voice, VoIP, unified communications, or network engineering environments.
• Hands-on experience with Cisco Unified Communications Manager, Cisco Unity Connection, Cisco voice gateways, Cisco IP phones, and Cisco collaboration platforms.
• Strong understanding of VoIP protocols and technologies, including SIP, RTP, SRTP, MGCP, H.323, SCCP, QoS, dial plans, codec selection, and voice traffic prioritization.
• Experience working in Cisco network environments, including routing, switching, VLANs, trunking, DHCP, VPN, LAN/WAN connectivity, and network troubleshooting.
• Ability to troubleshoot voice and network issues using tools such as Cisco RTMT, packet captures, call detail records, syslogs, SNMP monitoring, and network analyzers.
• Knowledge of carrier services, SIP trunking, PRI circuits, number porting, toll-free services, and telecom escalation processes.
• Experience with Cisco Unified Contact Center Express, call recording, call accounting, E911 platforms, SBCs, or contact center integrations a plus

Benefits:

We believe in the physical and mental well-being of our employees and are committed to offering comprehensive benefits that fit their personal needs:

• Health benefits
• Life insurance
• Long-term disability coverage
• Healthcare spending accounts
• Retirement plan
• Paid time off
• Pet Insurance
• Tuition reimbursement
• Employee assistance program
• Wellness program
• On-site housing for select positions and more!

Degree Requirements:

Certification: