Voice Engineer III

Position: Voice Engineer III

Location: Bend, OR

Reports To: Manager of Infrastructure and Operations

Compensation: Competitive salary + 10% annual bonus + 15% retirement contribution

Position Summary

The Voice Engineer III serves as a key technical leader within the IT Infrastructure Products and Services team, leading voice platform strategy, architecture, and operations. This role is responsible for analyzing, designing, installing, configuring, maintaining, and supporting enterprise voice infrastructure and application components. The position plays a critical role in enhancing customer experience, increasing retail store productivity, and supporting aggressive enterprise expansion.

Key Responsibilities

• Voice Strategy & Architecture Leadership (30%): Drive the voice platform roadmap and architecture in alignment with broader IT infrastructure goals. Evaluate emerging technologies and architect scalable, highly available, secure voice solutions for headquarters, 600+ retail stores, and future acquisition sites. Partner closely with Application Development, BI, and Data Integrations teams.
• Advanced Engineering & Implementation (30%): Lead the design, installation, configuration, and maintenance of complex enterprise voice systems to ensure optimal performance, security, and scalability for major business initiatives.
• Operational Excellence & Mentorship (25%): Provide Tier 2 and Tier 3 escalation support for voice-related incidents, conduct in-depth root cause analysis, maintain standard operating procedures, and mentor junior engineers.
• Cross-Functional Collaboration (10%): Serve as the primary technical voice consultant across IT domains, troubleshooting complex issues spanning soft phones, hard phones, voice gateways, and voice applications.
• Continuous Improvement (5%): Identify opportunities for voice automation and optimization to reduce operational overhead; participate in scheduled on-call rotations and major outage resolution.

Qualifications & Requirements

• Experience & Education: Bachelor’s degree in Computer Science, IT, or related field, or 7+ years of progressive enterprise experience designing, configuring, and supporting large-scale voice systems.
• Certifications: CCNP Collaboration or equivalent professional-level networking/voice certification.
• Technical Expertise: Expert troubleshooting and administration in Webex Calling, VoIP protocols (SIP), and Webex Contact Center environments. Solid understanding of core networking fundamentals (Ethernet, VLANs, ARP, IP, NAT, TCP/UDP, DNS, DHCP).
• Preferred Skills: Experience with network automation and scripting tools (e.g., Python, Ansible).
• Professional Attributes: Strong analytical problem-solving skills, excellent cross-functional communication, and the ability to operate effectively with minimal supervision in a fast-paced environment.
• Working Conditions: Standard office environment with participation in an on-call rotation (nights, weekends, holidays as required). Ability to occasionally lift up to 20 lbs and move across facility locations for hardware support.

Premier Staffing Agency