Were expanding our Enterprise Voice Operations team with multiple Level 2 Voice Technicians to support global VOIP infrastructure and provide day-2 operational support for Microsoft Teams Voice. This is a hands-on role focused on troubleshooting, escalation management, and vendor coordination across Cisco, Avaya, Ribbon, and Webex platforms. Youll be joining a small but mighty team that shares responsibilities across geographies and partners closely with contact center operations.
This team supports over 220,000 Cisco phones, 80,000 contact center agents, and billions of Ribbon transport transactions. Youll be instrumental in preparing for the upcoming Microsoft Teams Voice rollout, ensuring seamless interconnectivity and issue resolution across platforms.
Key Responsibilities
Provide day-2 support for enterprise voice platforms including Cisco, Avaya, Ribbon, and Microsoft Teams.
Troubleshoot and resolve non-desktop voice issues such as dropped calls, transport failures, and interconnectivity breakdowns.
Investigate call failures across public networks, Ribbon transport, and internal devices.
Collaborate with vendor teams for break/fix support and escalation management.
Participate in onboarding and training processes using tools like Remedy and Ribbon Transport.
Support governance and compliance across voice infrastructure globally.
Partner with contact center teams to oversee reader boards, recordings, and VOIP integrations.
Document findings, root causes, and resolution steps for recurring issues.
Contribute to operational readiness for the Microsoft Teams Voice launch in Spring.
We are a company committed to creating inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity employer that believes everyone matters. Qualified candidates will receive consideration for employment opportunities without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, disability, 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
Human Resources Request Form. The EEOC "Know Your Rights" Poster is available
here.
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/ .
5+ years of experience in VOIP infrastructure support, ideally in a large enterprise environment.
Strong background in Microsoft Teams Voice, Cisco, or transport technologies.
Experience with Ribbon, Avaya, and Webex platforms.
Familiarity with Remedy ticketing systems and incident tracking.
Ability to perform root cause analysis and escalate appropriately.
Comfortable working in a shared support model across global teams.
Excellent communication and documentation skills.
Willingness to work in a rotational on-call environment.
Benefit packages for this role will start on the 31st 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.