Voice Engineer (Unified Communications)
Location: Riyadh, Saudi Arabia
Industry Preference: Banking & Financial Services
Experience: 5-9 Years
Employment Type: Full-time
About the Role:
We are recruiting an experienced Voice Engineer to design, implement, and maintain our robust, secure, and high-availability Unified Communications (UC) infrastructure. This role is crucial for supporting the bank's contact centers, trading floors, remote branches, and executive communications. The ideal candidate will have a strong background in enterprise voice solutions within a regulated environment, ensuring reliability, clarity, and security for all voice and collaboration services.
Key Responsibilities:
- Infrastructure Management: Design, deploy, configure, and maintain the bank's voice infrastructure, including IP-PBX systems (e.g., Cisco Unified Communications Manager, Avaya Aura), session border controllers (SBCs), voice gateways, and VoIP protocols (SIP, H.323, RTP).
- Contact Center Support: Provide expert-level support and integration for contact center platforms (e.g., Cisco UCCE/PCCE, Genesys) supporting customer service, tele-sales, and collections departments.
- Trading Turret Systems: Manage and support specialized turret systems (e.g., IPC, BT, Nasdaq) used on trading floors, ensuring low-latency, recorded, and resilient communications.
- Unified Communications: Integrate voice systems with collaboration tools (Microsoft Teams, Zoom Phone) and manage hybrid/cloud voice solutions.
- Monitoring & Troubleshooting: Proactively monitor voice network health, call quality (using tools like Wireshark, VoIP monitors), and performance metrics. Rapidly diagnose and resolve complex voice quality issues (jitter, latency, packet loss).
- Security & Compliance: Harden voice infrastructure against toll fraud and cyber threats. Ensure all systems comply with financial industry regulations for call recording, logging, and data privacy.
- Capacity Planning & Documentation: Plan for capacity upgrades and technology refresh cycles. Maintain detailed technical documentation, network diagrams, and operational procedures.
- Vendor Management: Work closely with telecom providers (PSTN, SIP trunking) and technology vendors to ensure service level agreements (SLAs) are met.
Qualifications & Skills:
- Bachelor’s degree in Telecommunications, Network Engineering, Computer Science, or a related field.
- 5-9 years of progressive experience as a Voice/UC Engineer, with significant experience in the banking or financial sector.
- Mandatory Technical Expertise:
- Expert knowledge of enterprise VoIP, SIP trunking, and legacy TDM/PRI systems.
- Hands-on experience with major UC platforms (Cisco CUCM, Unity Connection, IM&P; Avaya CM) and SBCs (AudioCodes, Ribbon).
- In-depth understanding of QoS, network protocols, and LAN/WAN infrastructure as it relates to voice.
- Experience with call recording solutions and compliance requirements.
- Highly Desirable:
- Experience with trading turret systems.
- Knowledge of contact center technologies and IVR systems.
- Cloud voice migration experience (Microsoft Teams Direct Routing, Operator Connect).
- Relevant professional certifications (e.g., CCNP Collaboration, Avaya Certified Expert).
- Soft Skills: Strong analytical and problem-solving skills, excellent communication abilities for interacting with business users and vendors, ability to manage multiple high-priority tasks, and a commitment to maintaining 24/7 system availability.
