Senior Voice Engineer - Teams

Kforce has a client in Irving, TX that is seeking a Senior Voice Engineer with expertise in Microsoft Teams Voice and Unified Communications to support the design, implementation, and management of enterprise voice infrastructure. This role will maintain and optimize Teams Phone, Direct Routing, and related voice services to ensure a seamless communication experience across the organization. Key Responsibilities:

• Troubleshoot and resolve issues involving Microsoft Teams Phone, Direct Routing, Operator Connect, and unified communications services
• Provide Tier 2/3 support for the Teams Voice environment and supporting infrastructure
• Investigate incidents, perform root-cause analysis, and document resolutions within the ticketing system
• Partner with carriers, Microsoft, and third-party vendors to maintain voice service availability and performance
• Escalate complex issues as needed to ensure timely resolution
• Support voice, video, and collaboration services, including SIP signaling, call quality, network connectivity, and media traffic
• Configure and maintain dial plans, voice routing, voice policies, auto attendants, call queues, and Teams integrations
• Design and support Direct Routing, SIP trunking, and carrier connectivity solutions
• Lead or assist with migrations from legacy telephony platforms to Microsoft Teams Phone
• Implement approved changes, upgrades, patches, and maintenance activities with minimal business disruption
• Create and maintain technical documentation, operational procedures, and knowledge base articles
• Monitor system health, call quality, capacity, and performance trends, recommending improvements as needed
• Participate in incident management and continuous service improvement initiatives
• Perform other duties as assigned
• 5+ years of experience managing enterprise systems (Cisco, MS Teams) is preferred
• Active listening and analysis skills to identify issues or problems
• Research skills and creativity to identify a solution to the issue or problem
• Ability to communicate resolutions in a simple, easy to understand manner
• Verbal and written experience - via phone, email, chat, etc.
• Must be able to clearly communicate instructions and current tasks
• Must be able to describe technical items to non-technical users
• Ability to help a team member or customer real-time while performing other tasks
• Knowledge and understanding of common VoIP protocols (e.g., SIP, H323, MGCP, RTP, etc.)
• Strong knowledge/experience on Cisco CUCM, Finesse, MS Teams voice services
• Self-motivated professional with strong analytical, organizational, and communication skills who thrives in a fast-paced environment and collaborates effectively across teams
• Convenience Retail, Fuel Operations, Supply Chain experience preferred