IT Specialist Voice Services Full Time

About Olympus

We are an equal opportunities employer and we are committed to ensuring that no applicant or employee receives less favorable treatment on the grounds of gender, age, disability, religion, belief, sexual orientation, marital status, or race, or is disadvantaged by conditions or requirements which cannot be shown.

The job is conducted in line with our Core Values which are: Patient Focus, Integrity, Innovation, Impact and Empathy. Olympus is an equal opportunities employer championing a culture of equality, diversity and inclusion embedded throughout the organization and workforce.

Job Summary

The IT Senior IT Specialist Voice Services is responsible for leading global voice communication projects and serving as the technical subject matter expert (SME) for voice technologies. This includes designing and delivering modernization initiatives, migrations, and upgrades, ensuring adherence to standards, security, and compliance.

As a technical SME, this role provides deep expertise in VoIP, PBX, SIP trunking, and Unified Communications platforms, guiding architecture decisions and ensuring successful project outcomes. The specialist collaborates with internal teams, vendors, and stakeholders to deliver high-quality, future-ready voice solutions aligned with organizational goals.

Key Responsibilities

• Lead end-to-end delivery of voice-related projects (planning, design, implementation, testing, and transition).
• Act as the technical SME for voice technologies, providing guidance on architecture, design, and best practices.
• Develop migration strategies for legacy PBX systems to cloud-based platforms (e.g., Microsoft Teams Phone System).
• Ensure projects meet timelines, budgets, and quality standards while adhering to ITIL and governance processes.
• Collaborate with internal teams and external vendors to ensure successful project execution and operational readiness.
• Drive automation initiatives for provisioning, reporting, and configuration using scripting and APIs.
• Conduct post-implementation reviews and embed lessons learned into future projects.

Stakeholders: Service Owners, Service Managers, Process Managers, Provider Managers, Regional Delivery Leads, and external partners.

PRIMARY DUTIES AND RESPONSIBILITIES* (List of 8 – 10 key tasks required of the job which are essential to the performance of this job. LIMIT OF 4,000 CHARACTERS)

Project Delivery & Technical Leadership

• Manage enterprise-grade voice transformation projects, including VoIP upgrades, SIP trunking deployments, and Unified Communications rollouts.
• Create detailed design documentation (HLD/LLD), implementation plans, and test scripts for voice solutions.
• Pilot and validate new technologies (SBCs, cloud voice platforms) before global rollout.
• Ensure seamless integration with contact center platforms and compliance systems.

Technical SME Responsibilities

• Provide expert-level guidance on VoIP architecture, SIP signaling, RTP media streams, and PBX systems.
• Advise on QoS configurations for voice traffic across WAN/SD-WAN networks.
• Ensure security compliance (SRTP/TLS encryption) and fraud prevention measures.
• Support troubleshooting and root cause analysis for complex voice issues during projects.

Vendor & Stakeholder Management

• Coordinate with SIP trunk providers, global carriers, and managed service partners for project deliverables.
• Validate redundancy and failover configurations during project deployments.
• Conduct technical reviews of vendor deliverables and enforce SLA compliance during projects.

Continuous Improvement & Automation

• Drive automation using PowerShell scripts or API integrations for provisioning and reporting.
• Analyze voice traffic patterns and CDRs to optimize routing and reduce costs post-project.
• Recommend improvements based on lessons learned and emerging technologies.

Financial Management

• Prepare project budgets and track costs against approved allocations.
• Perform ROI analysis for modernization initiatives and cost optimization strategies.

TECHNICAL COMPETENCIES

COMPETENCIES*(Use this section to list the definitions of any competencies that an employee must demonstrate to be effective in this role. LIMIT OF 4,000 CHARACTERS)

• Technical Competencies

• Voice Technologies & Protocols: VoIP architecture, SIP signaling, RTP media streams.
• PBX Systems: Cisco Unified Communications Manager, Avaya Aura, legacy solutions.
• Unified Communications: Microsoft Teams Voice, Zoom Phone.
• Network & Infrastructure: QoS for voice traffic, SBCs for SIP security, TCP/IP, DNS, DHCP.
• Security & Compliance: SRTP/TLS encryption, fraud prevention, global telecom regulations.
• Automation & Scripting: PowerShell scripting, API integrations for automation.
• Cloud & Modernization: Cloud-based voice solutions, migration strategies from PBX to cloud telephony.

Managerial Competencies

• Service Management

Strong knowledge of ITIL framework for incident, problem, and change management.

• Vendor & Contract Management

Skilled in negotiating carrier agreements and managing global telecom providers.

Performance evaluation of vendors against technical and financial benchmarks.

• Financial Acumen

Budget planning and cost optimization strategies for voice infrastructure.

ROI analysis for voice service investments and modernization projects.

Behavioral Competencies

• Leadership

Ability to lead cross-functional teams across multiple geographies.

Decision-making under pressure during critical service outages.

• Communication

Clear articulation of technical concepts to non-technical stakeholders.

Strong stakeholder engagement and executive reporting skills.

• Analytical Thinking

Data-driven approach to capacity planning and performance optimization.

Strategic mindset for future-proofing voice services.

Other Competencies (Behavioral, Leadership)

• Strategic mindset – Seeing ahead to future possibilities and translating them into breakthrough strategies.
• Cultivates innovation – Creating new and better ways for the organization to be successful.
• Drives results – Consistently achieving results, even under tough circumstances.
• Decision quality – Making good and timely decisions that keep the organization moving forward.
• Balances stakeholders – Anticipating and balancing the needs of multiple stakeholders.
• Collaborates – Building partnerships and working collaboratively with others to meet shared objectives.
• Instills trust – Gaining the confidence and trust of others through honesty, integrity, and authenticity.
• Situational adaptability – Adapting approach and demeanor in real time to match the shifting demands of different situations.
• Situational adaptability – Adapting approach and demeanor in real time to match the shifting demands of different situations.

MINIMUM QUALIFICATIONS

Education

• Bachelor’s Degree in Information Technology, Telecommunications, Computer Science, or a related discipline.
• Equivalent professional experience may be considered in lieu of formal education.

Experience

• 5- 10 years of progressive experience in managing enterprise voice services within a global or multi-regional environment.
• Proven track record in:
• VoIP technologies and SIP-based communication systems.
• Administration of PBX platforms (Cisco Unified Communications Manager, Avaya Aura, or similar).

Hands-on experience with:

• Session Border Controllers (SBCs) and SIP trunking.
• Unified Communications solutions (Microsoft Teams Voice, Zoom Phone).
• Network QoS configurations for voice traffic.
• Voice monitoring and troubleshooting tools

Strong understanding of:

• Voice protocols (SIP, RTP, SRTP, TLS).
• Telecom regulatory compliance across multiple geographies.
• Disaster recovery strategies for voice infrastructure.
• Familiarity with cloud-based voice solutions and migration strategies from legacy PBX systems.

Certifications (Preferred but not mandatory)

• ITIL v4 Foundation or higher for service management best practices.
• Cisco CCNP Collaboration, Avaya Certified Specialist, or equivalent.
• Microsoft Teams Voice Engineer certification (preferred for cloud telephony environments).

Soft Skills

• Strong vendor management and negotiation skills.
• Ability to lead cross-functional teams and manage projects in a global setting.
• Strong problem-solving, analytical thinking, and technical troubleshooting.
• Ability to align technology solutions with business needs.
• Excellent communication skills in multicultural environments.