Voice Operations Team Leader

Job Description

The Voice Operations Team Leader is responsible for overseeing the daily operations of the voice engineering team, ensuring optimal performance, maintenance, and support of enterprise voice communication systems. This role involves managing a team of engineers, ensuring service quality, and driving improvements in VoIP, telephony, and unified communication solutions.

Responsibilities:

• Lead and mentor a team of voice engineers and support specialists.
• Assign tasks, manage workloads, and ensure team productivity.
• Conduct performance reviews and provide professional development opportunities.
• Oversee the administration, maintenance, and troubleshooting of voice infrastructure, including VoIP systems, SBC’s, PBXs, and SIP trunking.
• Ensure minimal downtime and swift resolution of voice-related incidents.
• Manage escalations and provide advanced technical support when necessary.
• Monitor system performance, optimize voice quality, and maintain network security for telephony solutions.
• Implement QoS policies and ensure efficient bandwidth utilization for voice traffic.
• Lead voice infrastructure upgrades, migrations, and new implementations.
• Coordinate with vendors, IT teams, and business units to deliver voice-related projects.
• Ensure compliance with industry standards and company policies.
• Maintain detailed records of system configurations, troubleshooting procedures, and best practices.
• Provide reports on system performance, incidents, and operational improvements.
• Act as the primary point of contact for voice-related queries and support requests.
• Work closely with IT, network, and security teams to align voice operations with business objectives.

Requirements:

• Experience with Voice Session Boarder Controllers.
• Strong knowledge of VoIP protocols (SIP, RTP, H.323).
• Experience with PBX systems (Cisco, Avaya, FreeSwitch, Microsoft Teams Voice, or similar).
• Hands-on experience with unified communications platforms.
• Familiarity with network configurations, QoS, and troubleshooting VoIP issues.
• Cisco Certified Network Professional (CCNP) – Voice
• Microsoft Teams Voice Engineer Certification
• ITIL Certification (for service management best practices).
• Strong leadership, team management, and coaching abilities.
• Excellent problem-solving and decision-making skills.
• Effective communication and stakeholder management.
• Ability to work in a high-pressure environment and manage multiple priorities.
• 6+ years, including managing teams and handling enterprise-level voice solutions.

Interested candidates can apply online or email your CV to [email protected]