Service Delivery Voice Engineer I

The Integrated Voice Engineer I is responsible for supporting the installation, configuration, and maintenance of enterprise voice communication systems and contact center platforms. The role emphasizes reliable agent operations, system reporting, and workflow enablement, and involves troubleshooting voice networks and phone systems, user account management, performance monitoring, system audits, and ensuring compliance with security and regulatory standards.

The position offers hands-on experience with a range of technologies - voice gateways, SIP trunks, dial plans, Calabrio, CUIC, Finesse, Webex / Jabber, CCMP - while collaborating closely with senior engineers and cross-functional teams. Attention to detail, problem-solving, documentation, and communication are vital.

Location : Peoria, Illinois

Job type : Permanent

Salary : $75,000 - 90,000 per year

Work hours : 8am to 5pm

Education : Bachelors

Responsibilities

• Install, configure, and maintain voice communication systems and equipment (IP phones, gateways, routers, contact center apps)
• Assist with setup and first-line troubleshooting of Voice Gateways, including SIP trunk and MGCP implementations
• Leverage Oracle SBC for end-to-end SIP communication troubleshooting
• Support dial plan changes, call routing checks
• Provide operational support for contact center platforms and agent readiness (account creation, team setup, access alignment)
• Support Cisco Finesse login / profile issues; guide users through best-practice workflows
• Administer Calabrio at Tier 1 (user provisioning, MACD, first-level troubleshooting)
• Assist in building / troubleshooting Unimax 2nd Nature / Help One workflows
• Support CUIC usage (user login, report running, template maintenance)
• Day-to-day technical support for WebEx / Jabber
• Use Cisco Script Editor for UCCE scripting and IVR / IVA implementations (conditional call routing)
• Perform regular system updates, upgrades, and patches; follow change management
• Monitor / analyze voice network and application performance; escalate issues per runbooks
• Collaborate with infrastructure, security, and application teams to integrate systems and ensure compliance
• Conduct routine audits, maintain documentation, contribute to knowledge bases / training materials
• Participate in on-call rotation for after-hours support, incident triage, remediation, and escalation

Qualifications

Preferred Experience

Equal Opportunity Employer : Randstad Digital is an equal opportunities employer and welcomes applications from all qualified candidates. We are committed to creating an inclusive and diverse work environment.

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