Voice Engineer II

Overview:

Responsible for designing, implementing, maintaining, and enhancing voice communication solutions, including VoIP and PBX systems, while ensuring seamless integration with business applications to support efficient and effective communication workflows. Possesses and applies a broad knowledge of voice communication systems. Anticipates job expectations and contributes to sustainable project solutions.

Responsibilities:

• Designs, configures and deploys voice communication systems (such as VoIP, PBX, UCaaS, and contact center solutions) tailored to the firm’s needs, ensuring these systems are scalable, reliable, and secure
• Develops and implements solutions that integrate voice systems with CRM (such as Salesforce, ServiceNow) and ERP (such as SAP, Oracle) platforms to enable unified communication and streamlined business processes
• Understands and implements custom APIs to facilitate integration between voice systems and various business applications, enabling functionalities such as click-to-call, call logging, automated customer engagement and reporting
• Performs regular maintenance, monitoring and upgrades of voice systems and integrations to ensure high performance, reliability and optimal resource usage
• Monitors voice traffic and integration points to identify and resolve issues related to call quality, system performance, and API communication; performs root cause analysis and implements solutions to prevent recurrence with team
• Creates and maintains technical documentation for system configurations, API mappings, integration workflows and change management; prepares reports for voice system performance, call metrics and integration effectiveness
• Collaborates with cross-functional teams, including software developers, network engineers and IT support, to ensure successful integration and functionality of voice solutions within the firm’s IT ecosystem; provides tier-2 and tier-3 support for voice and integration-related issues
• Manages relationships with vendors and service providers to support, maintain and enhance voice and integration solutions; engages with internal stakeholders to understand business needs and translate them into technical requirements
• Troubleshoots and adjusts the AV system as needed
• Provides after-hours support as needed for high severity situations
• Performs other duties assigned by leadership

Qualifications:

• Professional degree in Computer Science, Information Technology, Telecommunications or an equivalent combination of education and experience
• Typically 5+ years of relevant experience with 3+ years of experience in voice engineering, including experience with CRM and ERP integration
• AV Industry certification (e.g., CTS Certified Technology Specialist, CCNA Voice/Collaboration, Avaya Certified Specialist) preferred
• Experience in MS Office Suite, including MS Teams, Excel, Outlook and Word
• Experience with voice communication platforms such as Microsoft Teams, Zoom Phone, RingCentral or similar
• Strong understanding of CRM (e.g., Salesforce, Microsoft Dynamics) and ERP (e.g., SAP, Oracle) systems and their integration points
• Strong understanding of networking fundamentals, including TCP/IP, DNS, DHCP, VLANs, QoS and MPLS
• Knowledge of network monitoring tools (e.g., Wireshark, SolarWinds, PRTG) and voice performance metrics
• Proven track record of unprompted consistent improvement
• Strong customer service, interpersonal skills and the ability to interact with all levels of staff
• Strong work ethic and eagerness to produce high quality, accurate results
• Ability to handle equipment malfunctions well, even under pressure
• Ability to hold sensitive information with a high level of confidentiality and integrity
• Ability to communicate and present ideas in a clear, concise and professional manner both verbally and in writing
• Ability to proactively problem solve and apply innovative solutions
• Ability to work and collaborate in a team environment, and ability to work independently and prioritize work
• Ability to work on multiple projects at the same time
• Ability to effectively meet deadlines at expected quality
• Travel may be required
• Must be able to lift 50lbs individually

Base Salary Range: $77k to $93k – Chicago only

The estimate displayed represents the general base salary range of candidates hired in Chicago only. We may ultimately pay more or less than the posted range based on the location of the role. Factors that may be used to determine your actual salary may include internal equity, experience, education, specialty and training.

HKS offers a comprehensive total compensation & benefits package with health, dental, and vision care coverage, 401(k) plans, life & AD&D insurance, short/long term disability plans, paid days off (sick leave, parental leave, vacation), and much more for benefits-eligible employees. To learn more about our benefits visit this page.

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If you currently work for HKS, please submit your application via the Internal Careers Portal.

HKS is an EEO/AA Employer: M/F/Disabled/Veteran