Acrisure
Overview Lead Engineer, Voice Services at Acrisure. This role leads the design, implementation, and maintenance of complex IT infrastructure systems related to voice services, with a focus on WebEx, Microsoft Teams calling, and UCaaS/CCaaS integrations. The position involves collaborating with business stakeholders, providing technical guidance to the infrastructure team, and ensuring security and regulatory compliance.
The information below covers the role requirements, expected candidate experience, and accompanying qualifications. Responsibilities
Provide informal leadership, guidance, and mentorship to a team of voice engineers. Ensure seamless integration of calling services with enterprise systems and applications, leveraging APIs and SDKs. Oversee the design, implementation, and maintenance of cloud calling infrastructure, focusing on WebEx and Teams calling solutions with associated recording and reporting services. Collaborate with cross-functional teams to integrate voice solutions with other systems and applications. Create and maintain code repositories for custom development related to automation, integration, and optimization of UCaaS and CCaaS solutions. Develop and maintain comprehensive documentation related to voice infrastructure, configurations, and procedures. Help manage relationships with vendors and service providers, ensuring adherence to SLAs and effective utilization of resources. Ensure compliance with regulatory requirements and industry best practices in voice communication. Requirements
Expert-level knowledge in WebEx, Microsoft Teams calling, or other UCaaS solutions. Experience collaborating with cross-functional teams to integrate calling services with enterprise systems and applications, leveraging APIs and SDKs. Experience in creating and maintaining code repositories for custom development and automation. Experience managing platforms in a Call Center environment integrated with a CCaaS solution. WebEx Contact Center or NICE CXOne experience preferred. Expert-level knowledge of call recording and reporting services (e.g., ISI, Call Cabinet, Dubber). Strong leadership skills with the ability to guide and mentor a team of engineers. Excellent problem-solving skills and ability to troubleshoot complex issues. Mastery of advanced concepts in WebEx and Teams calling (call routing, PSTN connectivity, media processing, integration with other collaboration tools). Deep familiarity with voice concepts and protocols (SIP, STUN, SBC, RTP/SRTP, QoS). Ability to guide the team in implementing and migrating complex configurations and optimizing performance for WebEx and Teams calling environments. Strong communication skills to convey technical details to executives, stakeholders, and team members. Agility in adapting to evolving cloud calling platform features and best practices. Attention to detail in documenting, configuring, and managing environments with regard to security and regulatory requirements. Experience as a Voice Engineer or in a similar cloud-based role. Experience with automation and scripting for UCaaS and CCaaS solutions. Minimum of 5 years of experience in voice engineering, with focus on cloud-based calling solutions. Leadership or mentorship experience is desirable. Certifications such as CCNA Voice, CCNP Voice, or equivalent are a plus. Benefits
Competitive compensation Generous vacation policy, paid holidays, and paid sick time Medical, Dental, and Vision Insurance (employee-paid) Company-paid Short-Term and Long-Term Disability Insurance Company-paid Group Life Insurance Employee Assistance Program (EAP) and Calm App subscription Employee-paid Pet Insurance and optional supplemental coverage Vested 401(k) with company match and financial wellness programs FSA, HSA, and commuter benefit options Paid parental leave and fertility benefits Career growth and learning opportunities Note: This list is not reflective of all benefits. Enrollment waiting periods or eligibility criteria may apply. Offerings may vary by subsidiary or location. Pay Details The base compensation range for this position is $125,000 - $135,000. Placement within the range will be based on skills, experience, qualifications, location, and internal equity. Acrisure is committed to employing a diverse workforce. All applicants will be considered for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, veteran status, or disability status. California residents can learn more about our privacy practices at the Acrisure California Applicant Privacy Policy. To Executive Search Firms & Staffing Agencies: Acrisure does not accept unsolicited resumes from agencies without a signed mutual service agreement. Seniority level
Mid-Senior level Employment type
Full-time Job function
Engineering and Information Technology Industries Insurance
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The information below covers the role requirements, expected candidate experience, and accompanying qualifications. Responsibilities
Provide informal leadership, guidance, and mentorship to a team of voice engineers. Ensure seamless integration of calling services with enterprise systems and applications, leveraging APIs and SDKs. Oversee the design, implementation, and maintenance of cloud calling infrastructure, focusing on WebEx and Teams calling solutions with associated recording and reporting services. Collaborate with cross-functional teams to integrate voice solutions with other systems and applications. Create and maintain code repositories for custom development related to automation, integration, and optimization of UCaaS and CCaaS solutions. Develop and maintain comprehensive documentation related to voice infrastructure, configurations, and procedures. Help manage relationships with vendors and service providers, ensuring adherence to SLAs and effective utilization of resources. Ensure compliance with regulatory requirements and industry best practices in voice communication. Requirements
Expert-level knowledge in WebEx, Microsoft Teams calling, or other UCaaS solutions. Experience collaborating with cross-functional teams to integrate calling services with enterprise systems and applications, leveraging APIs and SDKs. Experience in creating and maintaining code repositories for custom development and automation. Experience managing platforms in a Call Center environment integrated with a CCaaS solution. WebEx Contact Center or NICE CXOne experience preferred. Expert-level knowledge of call recording and reporting services (e.g., ISI, Call Cabinet, Dubber). Strong leadership skills with the ability to guide and mentor a team of engineers. Excellent problem-solving skills and ability to troubleshoot complex issues. Mastery of advanced concepts in WebEx and Teams calling (call routing, PSTN connectivity, media processing, integration with other collaboration tools). Deep familiarity with voice concepts and protocols (SIP, STUN, SBC, RTP/SRTP, QoS). Ability to guide the team in implementing and migrating complex configurations and optimizing performance for WebEx and Teams calling environments. Strong communication skills to convey technical details to executives, stakeholders, and team members. Agility in adapting to evolving cloud calling platform features and best practices. Attention to detail in documenting, configuring, and managing environments with regard to security and regulatory requirements. Experience as a Voice Engineer or in a similar cloud-based role. Experience with automation and scripting for UCaaS and CCaaS solutions. Minimum of 5 years of experience in voice engineering, with focus on cloud-based calling solutions. Leadership or mentorship experience is desirable. Certifications such as CCNA Voice, CCNP Voice, or equivalent are a plus. Benefits
Competitive compensation Generous vacation policy, paid holidays, and paid sick time Medical, Dental, and Vision Insurance (employee-paid) Company-paid Short-Term and Long-Term Disability Insurance Company-paid Group Life Insurance Employee Assistance Program (EAP) and Calm App subscription Employee-paid Pet Insurance and optional supplemental coverage Vested 401(k) with company match and financial wellness programs FSA, HSA, and commuter benefit options Paid parental leave and fertility benefits Career growth and learning opportunities Note: This list is not reflective of all benefits. Enrollment waiting periods or eligibility criteria may apply. Offerings may vary by subsidiary or location. Pay Details The base compensation range for this position is $125,000 - $135,000. Placement within the range will be based on skills, experience, qualifications, location, and internal equity. Acrisure is committed to employing a diverse workforce. All applicants will be considered for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, veteran status, or disability status. California residents can learn more about our privacy practices at the Acrisure California Applicant Privacy Policy. To Executive Search Firms & Staffing Agencies: Acrisure does not accept unsolicited resumes from agencies without a signed mutual service agreement. Seniority level
Mid-Senior level Employment type
Full-time Job function
Engineering and Information Technology Industries Insurance
#J-18808-Ljbffr