About Acrisure
A global fintech leader, Acrisure empowers millions of ambitious businesses and individuals with the right solutions to grow boldly forward. Bringing cutting-edge technology and top-tier human support together, we connect clients with customized solutions across a range of insurance, reinsurance, payroll, benefits, cybersecurity, mortgage services – and more.
In the last eleven years, Acrisure has grown in revenue from $38 million to almost $5 billion and employs over 19,000 colleagues in more than 20 countries. Our culture is defined by our entrepreneurial spirit and all that comes with it: innovation, client centricity and an indomitable will to win.
Job Summary:
This role leads the design, implementation, and maintenance of complex IT infrastructure systems. It collaborates with business stakeholders to understand requirements and design scalable and secure infrastructure solutions. The role provides technical guidance to the infrastructure team and leads the troubleshooting and resolution of infrastructure issues. It also contributes to the evaluation and selection of new technologies and ensures compliance of infrastructure systems with industry standards and regulations. The role works on issues where analysis of situations or data requires review of relevant factors. It exercises considerable judgment within defined procedures and policies to determine appropriate action.
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, particularly focusing on WebEx and Teams calling solutions along 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.
Extensive experience collaborating with cross-functional teams to integrate calling services with various enterprise systems and applications, leveraging advanced APIs and SDKs.
Experience in creating and maintaining code repositories for custom development and automation.
Experience in 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, ideally ISI, Call Cabinet, and Dubber.
Strong leadership skills with the ability to guide and mentor a team of engineers.
Excellent problem-solving skills and the ability to troubleshoot complex issues.
Demonstrated mastery of advanced concepts in WebEx and Teams calling, including but not limited to call routing, PSTN connectivity, media processing, and integration with other collaboration tools.
Deep familiarity with standard voice concepts and protocols such as SIP, STUN, SBC, RTP/SRTP, and 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 intricate technical details related to calling services to diverse audiences, including executives, stakeholders, and team members.
Agility in adapting to the evolving features and capabilities of cloud calling platforms, staying abreast of the latest updates and best practices to drive innovation and optimization.
Exceptional attention to detail in documenting, configuring and managing varying environments, ensuring adherence to security standards, regulatory requirements, and industry best practices.
Proven experience as a Voice Engineer or similar role in a cloud-based environment.
Extensive experience with WebEx, Microsoft Teams calling, and other UCaaS solutions.
Extensive experience with automation and scripting for UCaaS and CCaaS solutions.
Experience with call recording and reporting services, ideally ISI, Call Cabinet, and Dubber.
Minimum of 5 years of experience in voice engineering, with a focus on cloud-based calling solutions.
Previous experience in a leadership or mentorship role is highly desirable.
Certifications such as CCNA Voice, CCNP Voice, or equivalent are a plus.
Candidates should be comfortable with an on-site presence to support collaboration, team leadership, and cross-functional partnership.
Benefits and Perks:
Competitive compensation
Flexible vacation policy and paid holidays, plus paid sick time off
Medical Insurance, Dental Insurance, Vision Insurance, Disability insurance (short-term and long-term), Pet Insurance
Employee-paid supplemental insurance options
Company-paid group life insurance
Employee Assistance Program (EAP) and Calm App subscription
Vested 401(k) with company match and financial wellness programs
FSA, HSA and commuter benefits options
Paid maternity leave, paid paternity leave, and fertility benefits
Career growth and learning
…and so much more!
Not reflective of all benefits. Enrollment waiting periods or eligibility criteria may apply to certain benefits. Benefit details and offerings may vary for subsidiary entities or in specific geographic locations
Making a lasting impact on the communities it serves, Acrisure has pledged more than $22 million through its partnerships with Corewell Health Helen DeVos Children's Hospital in Grand Rapids, Michigan, UPMC Children's Hospital in Pittsburgh, Pennsylvania and Blythedale Children's Hospital in Valhalla, New York.
Welcome, your new opportunity awaits you.
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Pay Details:
The base compensation range for this position is $125,000 - $135,000. This range reflects Acrisure's good faith estimate at the time of this posting. Placement within the range will be based on a variety of factors, including but not limited to skills, experience, qualifications, location, and internal equity.Acrisure is committed to employing a diverse workforce. All applicants will be considered for employment without attention to race, color, religion, age, sex, sexual orientation, gender identity, national origin, veteran, or disability status. California residents can learn more about our privacy practices for applicants by visiting the Acrisure California Applicant Privacy Policy available at www.Acrisure.com/privacy/caapplicant.
To Executive Search Firms & Staffing Agencies: Acrisure does not accept unsolicited resumes from any agencies that have not signed a mutual service agreement. All unsolicited resumes will be considered Acrisure’s property, and Acrisure will not be obligated to pay a referral fee. This includes resumes submitted directly to Hiring Managers without contacting Acrisure’s Human Resources Talent Department.