Job Description
Job Summary:
The VoIP Support Engineer will serve as a key member of the Infrastructure Services Engineering & Support group, responsible for maintaining and supporting the organization’s large-scale enterprise voice infrastructure. This individual will provide advanced support for Cisco VoIP and Unified Communications technologies, with a strong emphasis on CUCM and voice-specific troubleshooting.
The engineer will leverage deep knowledge of voice network hardware, software, topologies, and protocols to diagnose and resolve issues reported by end users across retail locations. The role is highly communication-focused, requiring clear interaction with non-technical store associates while also collaborating with technical peers across the global network organization.
This is a support-focused position, requiring strong problem analysis skills, technical judgment, and the ability to work independently in a fast-moving environment. The engineer will contribute to the stability, standardization, and reliability of all corporate voice services.
Day-to-day Responsibilities:
• Provide enterprise-level voice support focused heavily on Cisco VoIP and CUCM
• Work tickets from the ServiceNow queue — primarily from retail store users
• Troubleshoot issues such as:
• Voice quality degradation
• Inability to place or receive calls
• Dial-plan or routing problems
• Support (not implementation): other team members handle deployments and builds
• Use diagnostic tools and standard troubleshooting methodologies to resolve issues
• Communicate with users over Teams and phone calls to gather issue details and walk them through solutions
• Ensure reliability and consistency of enterprise voice services across the organization
• Collaborate with global network and infrastructure engineering teams
• Participate in on-call/rotational weekend support as needed
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.
Required Skills & Experience
• 3–4 years of voice engineering/support experience
• Strong experience with Cisco VoIP and Cisco Unified Communications Manager (UCM/CUCM)
• Experience supporting large-scale environments with technologies such as:
• CUCM, Cisco Unity, CVP, CUBE, SIP trunks, SRST, ACD and IVR systems, Voice gateways, PSTN, QoS
• Strong understanding of:
• Voice network hardware & software
• Voice topologies and protocols
• Enterprise voice infrastructure
• Experience using diagnostic tools and enterprise-grade monitoring/troubleshooting workflows
• Strong analytical, problem-solving, and organizational skills
• Ability to translate technical issues and solutions clearly to end users
• Strong communication and interpersonal skills (supporting retail store users, clerks, associates, etc.)
• Ability to work independently with minimal supervision
• Bachelor’s degree in a related technical field or equivalent experience
• CCNA Collaboration preferred
• Flexible for day or night shift
Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.