Network Operations- Voice Engineer

About Xerox Holdings Corporation

At Xerox, we make work, work! For more than 100 years, Xerox has continually redefined the workplace experience. From the office to industrial environments, our differentiated business and technology offerings and financial services are essential workplace technology solutions that drive success for our clients and within our culture. Learn more at www.xerox.com and explore our commitment to diversity, inclusion and belonging.

About Lexmark:

Lexmark is now a proud part of Xerox, bringing together two trusted names and decades of expertise into a bold and shared vision.

When you join us, you step into a technological ecosystem where your ideas, skills, and ambition can shape what comes next. Whether you’re just starting out or leading at the highest levels, this is a place to grow, stretch, and make real impact-across industries, countries, and careers.

From engineering and products to digital services and customer experience, you’ll help connect data, devices, and people in smarter, faster ways. This is meaningful, connected work-on a global stage, with the backing of a company built for the future, and a robust benefits package designed to support your growth, well-being, and life beyond work.

Job Summary:

This Voice Engineer is responsible for the daily operational support for voice infrastructure in our cloud Microsoft Teams tenant as we migrate from a Cisco environment. For this role, you must be a Voice Engineer who is comfortable working in a challenging and diverse environment to assist with the installation, configuration, and management of the voice infrastructure.

You will need a strong knowledge of networking and integration of multiple systems in a complex environment that spans on prem and cloud infrastructure. You will also provide direct support to internal team members and external clients via phone, email, chat or in person. You should be self-motivated and have excellent analytical, organizational and communication skills. Must be able to work independently and collaborate with other stakeholders. Experience working internationally is a plus.

Responsibilities:

This person will work on voice transformation, maintenance, and Firewall side for Policy/Routing.

Critical Skills: Build tenant for operating in the cloud, On premise / Cloud SBC routing, MACD process development, Managing Toll free numbers globally, Call routing within TSC - Customer facing agents.

Analyze, diagnose, and resolve customer issues within the company’s voice systems to ensure timely updates and maintenance.

Provide Tier 2 and Tier 3 technical support to resolve customer issues within specified timeframes, collaborating with vendors and documenting solutions.

Collaborate with 3rd party vendors to minimize downtime and efficiently resolve issues, establishing collaborative relationships and documented communication processes.

Timely escalate unresolved issues to the next level of support to minimize operational impact, following documented escalation procedures.

Promptly support for enterprise customer network, including troubleshooting voice, video, and data (IP) traffic to ensure optimal performance, documenting troubleshooting steps.

Implement voice scripting for contact center solutions to improve customer experience and efficiencies.

Successfully implement technology changes with minimal disruption and improved voice services, transitioning from Carrier services to centralized Carrier SIP solution.

Perform voice system maintenance and upgrades according to procedures to ensure system stability and minimize downtime.

Understand and perform voice system maintenance and upgrades, including service packs and patches.

Develop and maintain accurate voice system support documentation in a knowledge repository for easy access and efficient knowledge sharing.

Continuously monitor system performance, identify trends, and provide capacity planning recommendations for optimal voice system performance.

Ideal Skills/Experience:

Education: University master’s degree in Information Technology or related field or Bachelor degree with minimum of 5 years’ experience.

Strong knowledge of networking: The ideal candidate should have a deep understanding of networking principles and protocols, including TCP/IP, DNS, DHCP, VLANs, and routing.

Integration of multiple systems: Experience integrating multiple systems in a complex environment, both on-premise and within cloud infrastructure. This includes experience with system integration tools and techniques.

Cisco environment expertise: Strong background in Cisco voice infrastructure, including experience with Cisco Unified Communications Manager (CUCM), Cisco Unified Contact Center Express (UCCX), and Cisco Voice Gateways.

Cloud expertise: Experience working with cloud technologies, specifically Microsoft Teams, and be familiar with cloud-based voice solutions and services.

Operational support: Experience providing daily operational support for voice infrastructure, including troubleshooting and resolving customer issues within specified timeframes.

Customer support: Experience providing Tier 2 and Tier 3 technical support to internal team members and external clients via phone, email, chat, or in person. Strong communication and customer service skills are essential.

Self-motivation and collaboration: The candidate should be self-motivated and able to work independently, while also collaborating effectively with other stakeholders, including internal teams and external vendors.

Analytical and organizational skills: Possess excellent analytical and organizational skills to analyze, diagnose, and resolve customer issues, as well as to monitor system performance and provide capacity planning recommendations.

International experience: Experience working internationally is a plus, as the company operates globally and manages toll-free numbers globally.

Continuous learning and documentation: Commitment to continuous learning and staying up-to-date with industry trends and best practices. They should also have experience developing and maintaining accurate system support documentation for efficient knowledge sharing.

Change management: Experience successfully implementing technology changes with minimal disruption and improved voice services.

System maintenance and upgrades: Experience performing system maintenance and upgrades according to procedures to ensure system stability and minimize downtime.

Additional:

Ability to work nights or weekends, as needed.

Experience working with international teams is a plus.