The Voice Collaboration Engineer will play a key role in the Global Digital Workplace Team, focusing on the design, implementation, and support of enterprise voice solutions. This position will lead the transition from legacy Avaya systems to modern cloud-based platforms, including Microsoft Teams Calling and NICE CXone. The ideal candidate will have deep experience in enterprise telephony, contact center technologies, and voice analytics, with a strong emphasis on operational excellence and user experience.

Key Responsibilities:

Lead the migration from Avaya telephony systems to Microsoft Teams Calling and NICE CXone cloud contact center. Configure and manage Microsoft Teams Phone System, including PSTN connectivity, Direct Routing, and integration with Clobba for call analytics and reporting. Design, implement, and maintain call flows, IVR scripts, and routing strategies within NICE CXone. Provide end-to-end support for enterprise voice systems, including troubleshooting SIP-based VoIP traffic and resolving call quality issues. Collaborate with telecom providers and third-party vendors to enable advanced voice features and ensure service reliability. Monitor system performance and usage metrics, and recommend improvements based on data-driven analysis. Maintain documentation for voice infrastructure, configurations, and operational procedures. Support workforce management and speech analytics initiatives within the contact center environment. Participate in planning and executing upgrades, migrations, and new deployments of voice communication systems. Provide technical guidance and mentorship to junior team members and cross-functional partners.

Skills, Knowledge, and Expertise:

Deep understanding of Microsoft Teams Phone System, including deployment, configuration, and troubleshooting. Experience with Clobba or similar tools for Teams call analytics and reporting. Proven experience with NICE CXone, including IVR design, call routing, and contact center operations. Familiarity with Avaya telephony systems and experience supporting or migrating from legacy PBX environments. Strong knowledge of SIP, VoIP, and telecommunication network services. Ability to interpret and troubleshoot SIP-based call flows and logs. Understanding of contact center metrics, workforce management, and speech recognition technologies. Proficiency in Microsoft 365, PowerShell, and Teams-certified devices. Excellent communication, documentation, and problem-solving skills. Ability to work effectively in a fast-paced, global, and remote environment.

Required Qualifications:

5+ years of experience in enterprise voice engineering or contact center technologies. Hands-on experience with Microsoft Teams Phone, NICE CXone, and Avaya systems. Microsoft 365 Certified: Teams Administrator Associate or Teams Voice Engineer. Experience integrating call center platforms with CRM systems and developing advanced IVR applications. Strong vendor management and cross-functional collaboration skills.