Lead Engineer, Voice Services

Job Title:  Lead Engineer, Voice Services

Department:  Information Technology

Location:  Remote

About Acrisure

Acrisure is a global Fintech leader that combines the best of humans and high tech to offer multiple financial products and services to millions of businesses and individual clients. We connect clients to solutions that help them protect and grow what matters, including Insurance, Reinsurance, Cyber Services, Mortgage Origination and more.

Acrisure employs over 17,000 entrepreneurial colleagues in 21 countries and have grown from $38 million to $4.3 billion in revenue in just over ten years. Our culture is defined by our entrepreneurial spirit and all that comes with it: innovation, client centricity and an indomitable will to win.

Job Summary:

As a member of our Infrastructure Engineering team, you will be responsible for providing informal leadership to a team of voice engineers responsible for managing cloud calling infrastructure, including WebEx and Microsoft Teams calling. The ideal candidate will have expert-level knowledge in WebEx and Microsoft Teams calling, experience managing these platforms in a Call Center environment integrated with a CCaaS solution, and expert-level knowledge of call recording and reporting services such as ISI, Call Cabinet, and Dubber. 

Responsibilities:

• Provide informal leadership, guidance, and mentorship to a team of voice engineers.
• Ensure seamless integration of these platforms in a Call Center environment with a CCaaS solution.
• Oversee the design, implementation, and maintenance of cloud calling infrastructure, particularly focusing on WebEx and Teams calling solutions along with associated recording and reporting services.
• Collaborate with cross-functional teams to integrate voice solutions with other systems and applications.
• Develop and maintain comprehensive documentation related to voice infrastructure, configurations, and procedures.
• Help manage relationships with vendors and service providers, ensuring adherence to SLAs and effective utilization of resources.
• Ensure compliance with regulatory requirements and industry best practices in voice communication.

Requirements:

• Expert-level knowledge in WebEx, Microsoft Teams calling, or other UCaaS solutions.
• Experience in managing platforms in a Call Center environment integrated with a CCaaS solution. NICE CXOne experience preferred.
• Expert-level knowledge of call recording and reporting services, ideally ISI, Call Cabinet, and Dubber.
• Strong leadership skills with the ability to guide and mentor a team of engineers.
• Excellent problem-solving skills and the ability to troubleshoot complex issues.
• Demonstrated mastery of advanced concepts in WebEx and Teams calling, including but not limited to call routing, PSTN connectivity, media processing, and integration with other collaboration tools.
• Deep familiarity with standard voice concepts and protocols such as SIP, STUN, SBC, RTP/SRTP, and QoS.
• Ability to guide the team in implementing and migrating complex configurations and optimizing performance for WebEx and Teams calling environments.
• Strong communication skills to convey intricate technical details related to calling services to diverse audiences, including executives, stakeholders, and team members.
• Extensive experience collaborating with cross-functional teams to integrate calling services with various enterprise systems and applications, leveraging advanced APIs and SDKs.
• Agility in adapting to the evolving features and capabilities of cloud calling platforms, staying abreast of the latest updates and best practices to drive innovation and optimization.
• Exceptional attention to detail in documenting, configuring and managing varying environments, ensuring adherence to security standards, regulatory requirements, and industry best practices.

Education/Experience:

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Proven experience as a Voice Engineer or similar role in a cloud-based environment.
• Extensive experience with WebEx, Microsoft Teams calling, and other UCaaS solutions.
• Experience with call recording and reporting services, ideally ISI, Call Cabinet, and Dubber.
• Minimum of 5 years of experience in voice engineering, with a focus on cloud-based calling solutions.
• Previous experience in a leadership or mentorship role is highly desirable.
• Certifications such as CCNA Voice, CCNP Voice, or equivalent are a plus.

Benefits & Perks:

• Competitive Compensation
• Industry Leading Healthcare
• Savings and Investments
• Charitable Giving Programs
• Offering hybrid work option           
• Opportunities for Growth
• Parental Leave
• Generous time away