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Senior Voice Engineer

New York City

At Talkdesk, we are courageous innovators focused on redefining the customer experience, making the impossible possible for companies globally. We champion an inclusive and diverse culture representative of the communities in which we live and serve. And, we give back to our community by volunteering our time, supporting non-profits, and minimizing our global footprint. Each day, thousands of employees, customers, and partners all over the world trust Talkdesk to deliver a better way to great experiences.

We are recognized as a cloud contact center leader by many of the most influential research organizations, including Gartner and Forrester. With $498 million in total funding, a valuation of more than $10 Billion, and a ranking of #16 on the Forbes Cloud 100 list, now is the time to be part of the Talkdesk legacy to help accelerate our success in a new decade of transformational growth.

At Talkdesk, we embrace FAST, our fundamental operating principles that define who we are as an organization. These principles drive us to make the impossible possible. FAST: Focus + Accountability + Speed = Talkdesker.

  • Focus: Focus time, energy and attention on what is most impactful for the business and thoughtful about how and when to partner with others.
  • Accountability: Hold self and others accountable to meet commitments and drive results. Accept responsibility for successes and failures.
  • Speed: Execute with agility and urgency. Act promptly, decisively, and without delay. Make good and timely decisions that keep the organization moving forward.
  • Talkdesker: YOU!

The Senior Voice Engineer is a crucial role within an organization's IT or telecommunications team, responsible for designing, implementing, and managing voice communication systems and solutions. This role plays a key part in ensuring the reliability and performance of voice services, as well as providing deep technical expertise in VoIP, SIP, and unified communications platforms.

 

Duties and Responsibilities:

  • Design & Architecture: Develop scalable, redundant, and reliable voice communication systems and solutions.
  • Implementation & Configuration: Deploy and configure voice platforms (e.g., SBCs, PBXs, VoIP devices) and associated infrastructure.
  • Monitoring & Troubleshooting: Monitor voice environments for performance and security; respond to incidents and diagnose issues.
  • Technical Support: Provide expert-level support to end-users and internal teams on voice-related challenges.
  • Security & Compliance: Implement and maintain voice system security standards; ensure compliance with industry regulations and internal policies.
  • Network Optimization: Enable QoS policies to prioritize voice traffic and ensure quality performance across the network.
  • Documentation: Maintain accurate technical documentation, including configurations, SOPs, and troubleshooting guides.
  • Collaboration: Partner with IT, network teams, and vendors to integrate voice systems with broader enterprise technologies.
  • Project Leadership: Lead or support voice-focused delivery projects from requirements gathering to execution and post-deployment review.
  • Enablement & Development: Develop training content and deliver sessions for end-users and internal support teams. Stay updated with emerging voice technologies, industry best practices, and relevant certifications.
  • Vendor Management: Maintain relationships with third-party service providers and platform vendors



Qualifications:

Education: 

  • Bachelor's degree in Computer Science, Information Technology, Telecommunications, or related field (Master’s preferred).

Experience:

  • 5–7 years in voice engineering, VoIP, or telecommunications roles.
  • Hands-on experience with SIP-based voice systems and platforms (Cisco UC, Avaya, Ribbon, Audiocodes, Polycom,  etc.).
  • Expertise in VoIP architecture, SBC configuration, and troubleshooting.

Technical Skills:

  • Deep understanding of SIP, RTP, QoS, SRTP, and network protocols.
  • Experience with call flow design, SBCs, and endpoint provisioning.
  • Familiarity with voice security, firewall rules, NAT traversal, and encryption.

Soft Skills:

  • Strong analytical, problem-solving, and communication skills.
  • Team-oriented with the ability to lead cross-functional initiatives.
  • Self-driven with a strong sense of ownership and accountability.

Certifications:

  • Preferred: Cisco CCNP Collaboration, Avaya ACSS, Ribbon SBC CORE Support Professional Certification or equivalent certifications.

Work Environment and Physical Requirements:

Primarily office-environment work, extended periods of sitting or standing, computer-based work. Limited lifting, and equipment usage limited to computer-related equipment (keyboards, mouse, etc.)

The Talkdesk story hinges on empathy and acceptance. It is the shared goal among all Talkdeskers to empower a new kind of customer hero through our innovative software solution, and we firmly believe that the best path to success for our mission is inclusivity, diversity, and genuine acceptance. To that end, we will hire, promote, work along, cheer for, bond with, and warmly welcome into the Talkdesk family all persons without regard to ethnic and racial identity, indigenous heritage, national origin, religion, gender, gender identity, gender expression, sexual orientation, age, disability, marital status, veteran status, genetic information, or any other legally protected status.

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