Voice Network Engineer

Role Summary - Tampa.florida and Washington,Vancouver

The L3 Network Voice Engineer provides advanced administration, troubleshooting, and operational support for 8x8

UCaaS, 8x8 Cloud PBX, Telephony and 8x8 Contact Center. The role also supports Intermedia Unite, Nextiva, legacy

PBX technologies, endpoint management, Cloud PBX migration, analog services, and vendor escalation.

Key Responsibilities

 Provide L3 administration and troubleshooting for 8x8 UCaaS, 8x8 Cloud PBX, Telephony and 8x8 Contact Center..

 Support 8x8 Contact Center agents, queues, call flows, recordings, reports, license administration, and escalation to 8x8 Support or the Technical Account Manager.

 Administer users, extensions, DIDs, devices, licenses, roles, voicemail, auto attendants, IVR, ring groups, call queues, and call routing.

 Troubleshoot inbound and outbound calling, one-way or no audio, caller ID, voicemail, endpoint registration, call quality, DTMF, and routing issues.

 Perform and validate MACD activities, user provisioning, device assignment, number changes, access updates, and service testing.

 Manage Polycom, Yealink, Grandstream, and DECT endpoints, including provisioning, registration, configuration,replacement, inventory, and troubleshooting.

 Support SIP endpoints, IP phones, ATAs, paging devices, fax, eFax, analog services, and carrier-managed lines.

 Coordinate DID assignment, number porting, carrier troubleshooting, vendor escalation, and field-support activities.

 Support migrations from NEC, Avaya, FreePBX, Asterisk, and other legacy PBX platforms to 8x8, Intermedia,Nextiva, or approved Cloud PBX solutions.

 Assess POTS lines, analog lines, trunks, cabling, paging, fax, alarm, elevator, and life-safety dependencies during migration planning.

 Coordinate eligible POTS and analog-line migrations to approved alternatives, including POTS-in-a-Box solutions.

 Update ServiceNow tickets, inventories, SOPs, migration records, patch records, and knowledge articles.

Required Skills

 Strong hands-on experience with 8x8 UCaaS, 8x8 Cloud PBX, Telephony and 8x8 Contact Center., Admin Console, and 8x8 Contact Center.

 Experience with 8x8 user, device, license, DID, routing, queue, recording, reporting, and support-case administration.

 Working knowledge of 8x8, Intermedia Unite, Nextiva, NEC, Avaya, FreePBX, Asterisk, and multi-site Cloud PBX environments.

 Strong knowledge of SIP, VoIP, PRI, PSTN, POTS, analog lines, DIDs, extensions, dial plans, IVR, queues,voicemail, caller ID, and number porting.

 Hands-on experience with Polycom, Yealink, Grandstream, DECT handsets, ATAs, paging, fax, and eFax services.

 Experience migrating legacy PBX and analog services to UCaaS or Cloud PBX platforms.

 Understanding of VLAN, DHCP, DNS, QoS, latency, jitter, packet loss, and voice-network dependencies.

 Experience with ServiceNow or a similar ITSM platform.

 Strong troubleshooting, documentation, vendor coordination, and customer communication skills.

L3 Network Voice Engineer | Job Description | USA

Experience and Preferred Qualifications

 Relevant L3 experience in enterprise Network Voice, VoIP, UCaaS, Contact Center, Cloud PBX, or PBX migration support.

 Experience supporting multi-site production voice environments, major incidents, carriers, and third-party vendors.

 Training or certification in 8x8, Intermedia, Nextiva, SIP, VoIP, Contact Center, or Unified Communications is preferred.