NEN Solution Engineering – Voice Team Lead

1. People and Team Leadership

• Team Management: Directly supervise, coach, and manage a team of approximately four VoIP, VTC, and Telephony Solution Engineers.
• Performance and Career Development: Conduct regular one-on-one meetings, establish measurable performance objectives, complete annual performance reviews, identify training needs, and guide employee career development.
• Workload and Capacity Planning: Prioritize projects and engineering tasks, balance workloads across team members, assign technical leads, and ensure the timely delivery of engineering commitments.
• Staffing and Succession Planning: Forecast staffing requirements, identify technical skill gaps, develop succession and cross-training plans, and maintain appropriate engineering coverage.
• Recruitment and Onboarding: Lead technical interviews, candidate evaluations, hiring recommendations, and onboarding activities.
• Team Culture: Foster a high-performing, collaborative, accountable, and inclusive engineering culture that encourages technical excellence, knowledge sharing, and continuous improvement.

2. Engineering Delivery and Governance

• Delivery Management: Own the engineering quality, technical execution, schedules, priorities, risks, dependencies, and stakeholder expectations associated with the team's assigned work.
• Engineering Lifecycle: Ensure solutions progress through documented requirements, alternatives analysis, architecture, detailed design, design review, laboratory validation, implementation planning, acceptance testing, configuration control, and transition to operations.
• Engineering Documentation: Ensure the development and maintenance of high-level and low-level designs, bills of material, test plans, implementation procedures, rollback plans, configuration baselines, and as-built documentation.
• Operational Readiness: Confirm that new or modified solutions are secure, supportable, monitored, documented, resilient, and ready for operational ownership before deployment or transition.
• Standards and Compliance: Establish and enforce engineering design standards, approved product and configuration baselines, Quality of Service (QoS) requirements, cybersecurity controls, and disaster recovery and business continuity requirements.
• Performance Reporting: Establish and communicate meaningful measures for engineering backlog, milestone delivery, design quality, lifecycle risk, operational readiness, and recurring technical issues.

3. Technical Leadership and Architecture

• Solution Architecture: Serve as the Subject Matter Expert and architectural authority for assigned enterprise voice, VTC, SIP trunking, Session Border Controller (SBC), telephony, and collaboration solutions.
• Technical Roadmaps: Develop and maintain technical roadmaps for modernizing legacy PBX and telephony environments and transitioning to appropriate on-premises, hybrid, UCaaS, and cloud collaboration platforms.
• Enterprise Telephony Engineering: Provide technical direction for enterprise dial plans, E.164 number normalization, digit manipulation, call routing, SIP trunking, carrier interconnections, PSTN services, voice gateways, voicemail, and emergency calling capabilities.
• Availability and Resiliency: Define technical requirements for high availability, geographic redundancy, survivability, disaster recovery, capacity management, and service continuity.
• Technology Evaluation: Lead product evaluations, proof-of-concept activities, interoperability testing, and technical risk assessments for new voice, video, and collaboration technologies.
• Cross-Functional Alignment: Coordinate closely with Transport Engineering, Network Operations, Cybersecurity, program leadership, customers, and vendor partners to align collaboration solutions with enterprise infrastructure, security, and operational requirements.
• Vendor and Carrier Coordination: Lead technical engagements and escalations involving equipment manufacturers, software providers, telecommunications carriers, SIP service providers, and system integrators.

4. Hands-On Technical Engineering and Escalation

• Design and Deployment: Perform and oversee the configuration, integration, testing, and deployment of IP telephony systems, SIP proxies, SBCs—including AudioCodes, Ribbon, and Cisco CUBE—and unified communications platforms.
• VTC Engineering: Architect, integrate, configure, and troubleshoot multi-vendor VTC and audiovisual collaboration environments, including Cisco Room Series and Webex devices, Poly, Microsoft Teams Rooms, Crestron, and Zoom Rooms.
• Cloud Voice Integration: Design and support integrations between on-premises voice infrastructure and cloud collaboration platforms such as Microsoft Teams Phone, Direct Routing, Operator Connect, Webex Calling, and comparable services.
• Engineering Escalation: Serve as the senior engineering escalation point for complex voice and video incidents involving call routing, signaling, media negotiation, interoperability, packet loss, jitter, latency, one-way audio, call quality, or service availability.
• Root-Cause Analysis: Lead technical investigations, identify underlying causes, develop permanent corrective actions, and ensure lessons learned are incorporated into standards, designs, and operating procedures.
• QoS and Transport Optimization: Collaborate with Transport and Network Engineering to design and validate end-to-end QoS, including traffic classification and marking using DSCP and Layer 2 CoS, queuing, shaping, policing, call admission control, bandwidth planning, and class-of-service mapping across LAN, WAN, SD-WAN, and carrier transport services.
• Monitoring and Service Assurance: Support the implementation and use of monitoring, alerting, call-quality analytics, call-detail records, capacity reporting, and trend analysis for enterprise voice and video services.