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.

Voice Engineer (Unified Communications) jobs

Voice Engineer (Unified Communications)