Voice Network Support Specialist – Tier 3

Are you an expert in enterprise voice networks and looking for your next big opportunity? We’re actively hiring a Network Voice Lead – Tier III Support for one of our top clients in Plano, TX. This is a contract role, fully onsite (5 days/week) with rotational shifts VISA - H1b and USC only

• Plano, TX
• 5 days onsite | Rotational shifts

Key Responsibilities:

• Serve as a Tier III escalation point for complex voice infrastructure issues.
• Manage and troubleshoot enterprise-grade voice platforms including Cisco UC, Call Manager, Unity, and Contact Center solutions.
• Deep troubleshooting expertise with SIP, H.323, SCCP, MGCP protocols and QoS configurations.
• Configure and support VoIP solutions, PSTN/SIP trunk integrations, dial plans, and number translations.
• Lead incident management, high-priority issues, and change implementations across voice environments.
• Collaborate with service providers, TAC teams (Cisco, Avaya), and internal NOC teams.
• Oversee and support collaboration tools like Cisco Webex, Zoom, and Microsoft Teams.
• Use tools such as SolarWinds, Wireshark for performance monitoring and diagnostics.
• Author and review Method of Procedure (MoP) documentation and guide L1/L2 support teams.

What We're Looking For:

• 8–10 years in voice networking and operations.
• Prior experience leading voice support teams (8–10 members).
• Strong understanding of Cisco Voice Gateways, SBCs, IP telephony, and conferencing systems.
• Excellent communication, documentation, and troubleshooting skills.
• Certifications like CCNP Collaboration or CCVP are highly preferred.