Unified Communications Engineer

SUMMARY:
Unified Communications Engineer

The UC Engineer (VoIP) is responsible for the design, implementation, and maintenance of Voice over IP (VoIP) systems, ensuring high-quality voice services and effective integration with data networks. The role involves working with SIP trunking, PBX systems, and Session Border Controllers (SBCs) to ensure secure, scalable, and reliable communication infrastructure. The UC Engineer (VoIP) will troubleshoot and optimise systems to meet performance and security standards, working closely with network teams and end-users to deliver top-tier voice services.

POSITION INFO:
EXPERIENCE:

• 5 years of experience working with VoIP technologies and IP telephony systems.
• Hands-on experience with SIP trunking, VoIP gateways, and PBX systems (IP-PBX, cloud PBX).
• Familiarity with VoIP protocols such as SIP, H.323, RTP, and MGCP.
• Familiarity with Mitel, PortaOne, NEC and BroadSoft Solutions.

• Grade 12 (NQF 4)
• Bachelor's Degree in Information Technology, Telecommunications, Computer Science (NQF 6) or a related field (or equivalent work experience) will be an advantage.

• Cisco Voice (e.g., CCNA/CCNP Collaboration)
• VoIP/SIP-related certifications (e.g., Ribbon, AudioCodes)
• Network certifications (e.g., CCNA, CCNP)
• ITIL
• Related PBX certifications

• Design, configure, and deploy VoIP systems, including IP-PBX, softphones, and hosted PBX solutions. Ensure system scalability, availability, and performance in line with business requirements.

• Set up and manage SIP trunking services for seamless call routing between VoIP systems and traditional PSTN (Public Switched Telephone Network). Troubleshoot and resolve issues related to SIP signalling and call quality.

• Configure and maintain SBCs for secure voice and video communication. Ensure interoperability between VoIP platforms, manage call routing, and maintain SBC security policies to protect VoIP infrastructure.

• Implement and manage Quality of Service (QoS) policies to prioritise voice traffic and ensure high call quality over IP networks. Identify and troubleshoot issues related to latency, jitter, and packet loss.

• Implement security measures to protect VoIP systems from threats such as eavesdropping, toll fraud, and denial-of-service (DoS) attacks. Collaborate with cybersecurity teams to ensure compliance with security protocols and industry standards.

• Proactively monitor VoIP systems, call logs, and usage patterns to detect and resolve issues in real-time. Analyse call data to identify performance bottlenecks, and work with cross-functional teams to optimise system performance.

• Integrate VoIP systems with other communication platforms such as Unified Communications (UC), video conferencing, and CRM systems. Ensure seamless communication across different platforms and technologies.

• Liaise with third-party vendors and service providers for procurement, troubleshooting, and maintenance of VoIP infrastructure. Evaluate and recommend new products, features, and services to improve the VoIP environment.

• Develop and maintain detailed technical documentation, including network diagrams, system configurations, and standard operating procedures. Provide clear and concise documentation for system upgrades, changes, and incident resolution.

• Provide level 2/3 technical support for VoIP-related incidents and service requests. Train internal teams and end-users on the features, functionality, and best practices of VoIP systems.

• Experience with VoIP platforms such as Mitel, Cisco Call Manager, NEC, or PortaOne.
• Proficiency in configuring and managing SBCs (Session Border Controllers) such as AudioCodes, Ribbon, or Cisco.
• Strong knowledge of network protocols and technologies including TCP/IP, VLANs, QoS, and DNS.
• Familiarity with VoIP monitoring tools such as Wireshark, IRIS, or PRTG.