Enterprise Voice & Microsoft Teams Rooms Engineer

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The Enterprise Voice & Microsoft Teams Rooms Engineer will be responsible for the design, implementation, administration, operational support, and continuous improvement of Qnity's enterprise voice calling technologies. This role will serve as the technical owner for voice services across the organization, including Microsoft Teams Phone, enterprise calling, PSTN connectivity, call routing, voice policies, phone number management, vendor/carrier coordination, and support for business-critical voice capabilities.

This position will work closely with the Enterprise Architect, M365 Administrator, Network Engineering, Service Desk, Site IT, Facilities, Vendors, and Business Stakeholders to ensure reliable and secure voice communication services across Qnity. In addition to enterprise voice services, this role will provide escalated technical support for Microsoft Teams Rooms, including room account configuration, licensing, device health, troubleshooting, and coordination of complex room issues.

Essential Responsibilities

• Serve as the primary technical engineer for Qnity's enterprise voice calling technologies.

• Administer and support Microsoft Teams Phone capabilities, including calling policies, voice routing policies, dial plans, emergency calling configuration, call queues, auto attendants, resource accounts, and phone number assignments.

• Support enterprise PSTN connectivity models such as Operator Connect, Direct Routing, and vendor-managed voice services where used by Qnity.

• Partner with telecom providers, Microsoft, global and regional carriers, and other vendors to support voice service delivery, number management, porting, troubleshooting, and service improvements.

• Provide technical support for enterprise voice migrations, including cutover planning, testing, validation, issue resolution, and post-migration hypercare.

• Support the transition from legacy voice platforms to modern Microsoft Teams-integrated calling solutions.

• Maintain accurate documentation of voice architecture, call flows, dial plans, number inventories, routing logic, carrier dependencies, and support procedures.

• Monitor voice service health, call quality, device status, and operational performance using Microsoft Teams admin tools, reporting, dashboards, and vendor portals.

• Troubleshoot complex Teams calling issues, including inbound/outbound calling failures, call quality issues, user configuration problems, PSTN routing issues, voicemail issues, and call queue or auto attendant behavior.

• Serve as an escalation point for Microsoft Teams Rooms issues that cannot be resolved by Service Desk or standard site support.

• Support Microsoft Teams Rooms configuration and operations, including room accounts, licensing, Teams Rooms Pro Management portal, device health, updates, logs, and coordination with local IT or AV vendors.

• Collaborate with the M365 Administrator on related Microsoft 365 dependencies, including Teams configuration, licensing, resource accounts, Exchange integration, identity, security, and reporting.

• Work with network teams to diagnose and resolve voice and meeting room issues related to connectivity, QoS, firewall rules, DNS, certificates, SBCs, and local network conditions.

• Partner with Facilities and site teams on conference room changes, room naming standards, room account updates, device replacements, and new Microsoft Teams Rooms deployments.

• Support incidents, service requests, change management, problem management, and root cause analysis for enterprise voice and Teams Rooms services.

• Identify opportunities to simplify, standardize, automate, and modernize Qnity's voice and collaboration technology environment.

• Maintain awareness of Microsoft Teams Phone, Teams Rooms, Microsoft 365, and unified communications roadmap changes that may impact Qnity.

• Ensure enterprise voice and Teams Rooms services are delivered securely, reliably, and aligned with business requirements.

Microsoft Teams Rooms Responsibilities

• Act as an escalation point for Microsoft Teams Rooms incidents and service requests.

• Support room account configuration, Teams Rooms licensing, device assignment, and Teams Rooms policy alignment.

• Troubleshoot room sign-in issues, calendar integration issues, meeting join issues, audio/video/peripheral issues, update failures, and device health alerts.

• Monitor Teams Rooms health using Microsoft management tools and coordinate remediation with site IT, vendors, facilities, or Microsoft support.

• Support room lifecycle activities, including new room setup, room changes, device replacement, decommissioning, and naming convention alignment.

• Partner with Facilities, site IT, and AV vendors to ensure Microsoft Teams Rooms are configured and supported consistently.

• Document known issues, operating procedures, escalation paths, and support models for Teams Rooms.

Enterprise Voice Responsibilities

• Own day-to-day technical administration and operational support of Qnity enterprise voice services.

• Support migration from legacy voice platforms to modern Teams-integrated enterprise voice solutions.

• Manage or support number assignment, number porting, call forwarding, call routing, emergency calling, and site voice readiness activities.

• Configure and support Teams Auto Attendants and Call Queues for business groups where Teams-based call handling is used.

• Coordinate with vendors and carriers to resolve service-impacting issues and maintain continuity of voice services.

• Participate in project planning for site migrations, voice cutovers, customer contact center transitions, and business-driven voice changes.

• Validate that voice services meet business requirements before, during, and after cutover activities.

• Maintain voice inventories, site readiness information, phone number documentation, routing diagrams, and carrier/vendor support contacts.

Collaboration and Operating Model

• M365 Administrator: Teams configuration, Microsoft 365 licensing, resource accounts, Exchange integration, reporting, and policy alignment.

• Network Engineering: Connectivity, QoS, SBCs, firewall rules, DNS, performance, and real-time media troubleshooting.

• Site IT and Regional Support: Local testing, cutover support, device troubleshooting, and end-user support.

• Facilities / AV Teams: Conference room technology, room standards, device placement, room readiness, and Teams Rooms changes.

• Service Desk: Knowledge articles, ticket routing, escalation processes, and recurring issue reduction.

• Security and Identity Teams: Access controls, conditional access, privileged roles, compliance, and secure administration.

• Vendors and Carriers: Microsoft, AV vendors, telecom providers, and regional voice service partners.

Qualifications

• Bachelor's degree in a related technical discipline, or equivalent experience.

• 3+ years of hands-on experience supporting Microsoft Teams, Teams Phone, Skype for Business, enterprise VoIP, or related collaboration services.

• Experience supporting enterprise voice services in a multi-site or global organization.

• Experience with Microsoft Teams Phone, Operator Connect, Direct Routing, or SBC-based voice integration.

• Experience troubleshooting call quality, PSTN routing, SIP/VoIP issues, licensing, policy assignments, and user configuration issues.

• Experience supporting Microsoft Teams Rooms or similar enterprise meeting room technologies.

• Strong understanding of Microsoft 365 administration concepts, including Teams, Exchange Online, resource accounts, licensing, and identity.

• Ability to partner across infrastructure, network, security, facilities, vendors, and business teams.

• Strong documentation, communication, and problem-solving skills.

• Ability to manage escalations, prioritize operational issues, and drive resolution across multiple teams.

• Microsoft Teams Administrator, Microsoft 365, or related Microsoft certifications preferred.

• Telecom, SIP, VoIP, SBC, or unified communications certifications are a plus.

Preferred Experience

• Experience with global enterprise voice carriers.

• Experience with Teams Auto Attendants and Call Queues.

• Experience supporting customer service or business-facing call flows.

• Experience with Teams Rooms Pro Management portal.

• Experience with Microsoft Call Quality Dashboard or Teams usage and diagnostic reporting tools.

• Experience with PowerShell automation for Teams and Microsoft 365 administration.

• Experience transitioning from legacy PBX, Skype for Business, Cisco, Avaya, Genesys, or similar voice platforms to Microsoft Teams Phone.

• Experience supporting voice services during mergers, divestitures, TSA exits, or large-scale enterprise transformation programs.

Core Technical Skills

• Strong experience with Microsoft Teams administration, Teams Phone, and Microsoft 365 collaboration services.

• Experience configuring and supporting Teams calling policies, voice routing policies, dial plans, call queues, auto attendants, resource accounts, and phone numbers.

• Knowledge of enterprise telephony concepts including PSTN, SIP, VoIP, SBCs, DID numbers, number porting, call routing, emergency calling, and carrier interconnects.

• Experience with Operator Connect and/or Direct Routing.

• Familiarity with Session Border Controllers, carrier trunks, SIP signaling, and telecom troubleshooting.

• Experience supporting Microsoft Teams Rooms on Windows and/or Android.

• Understanding of Teams Rooms resource accounts, room mailbox configuration, Teams Rooms licensing, device enrollment, device health, updates, and management tools.

• Ability to troubleshoot Teams voice and meeting room issues using Microsoft Teams admin center, Teams Rooms Pro Management portal, call quality tools, logs, and vendor support data.

• Working knowledge of Microsoft Entra ID, Exchange Online, Microsoft 365 licensing, Intune, and conditional access concepts as they relate to Teams Phone and Teams Rooms.

• Understanding of enterprise network dependencies for real-time communication, including bandwidth, latency, jitter, packet loss, QoS, firewall rules, proxies, DNS, and certificates.

• Ability to create and maintain technical documentation, operational runbooks, support procedures, and knowledge articles.

• PowerShell experience for Microsoft Teams and Microsoft 365 administration is preferred.

• Experience working in global enterprise environments with regional telecom, regulatory, and site-specific requirements.

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