Atlas Air Worldwide Holdings

IT Voice Engineer II

Posted Date 4 weeks ago(1/11/2023 10:17 AM)
Job ID
# of Openings
Information Technology
Atlas Air, Inc
Employment Type (Portal Display)
Regular Full-Time


Provide day-to-day technical software/hardware support; part of a team responsible for the installation, maintenance, and monitoring of voice, wireless, LAN, and WAN Network infrastructure; drive strategy and delivery of sophisticated Voice and Operations Voice projects; lead work effort for ongoing critical projects in areas of Voice recording and unified Communications; work closely with other technical specialists and network architects, as well as security and compliance, deployment, and production/operations managers responsible for the delivery of a secure, compliant and stable enterprise UC platform.


Design Engineering and innovation

·       Facilitate the acquisition and integration of new technology into the environment

·       Identify and recommend new technology value to the organization

·       Research technical concepts and educate other team members as needed

·       Present research / proposed projects to IT management

·       Lead technology evaluations

·       Provide expertise on application integration, design, security, reliability

·       Collaboration with other design teams within IT

·       Demonstrate a high aptitude for business understanding and proactive application of technical solutions to business challenges


Documentation & Knowledge Management

·       Develop quality documentation of technical processes and procedures

·       Document all ticket and project work

·       Ensure documentation is sufficient to yield reproducible results

·       Identify, track, any resolve gaps in existing documentation

·       Assist in policy, security, and compliance documentation efforts when agreed upon

·       Champion quality documentation of technical processes and procedures

·       Lead knowledge transfer activities between teams



  • Manage designated Service Delivery personnel to ensure KPIs and SLAs are met
  • Negotiate, collaborate, and consult with all company teams and leaders
  • Foster technical knowledge, design, and engineering excellence within the IT department


Monitoring and Optimization

  • Perform capacity planning and keep IT management apprised of system capacity needs
  • Recommend improvements to systems and IT support process
  • Define implementation standards



Project Delivery

  • Track and complete assigned IT projects
  • Complete tasks in a timely and quality fashion
  • Adhere to implementation, quality control, and change control standards
  • Keep IT management apprised of risks to project success


Customer and System Support

  • Provide escalated technical support
  • Proactively identify, research and resolve technical problems
  • Responsibility for monitoring and completing tickets in assigned queues
  • Participate in after-hours on-call support
  • Participate in after-hours maintenance
  • Keep IT management apprised of critical issues
  • Ability to work in a secure datacenter environment (including lifting up to 50 lbs.)
  • Ensure that projects are delivered on-time, within scope and within budget
  • Coordinate internal resources and 3rd party/vendors for efficient execution


  • BS/BA or equivalent relevant experience required Information Technology preferred
  • Minimum 5 years of Cisco Networking and Cisco Voice experience required.
  • Experience with Global operational, administrative and aptitude of the Unified Communications technologies such as CUBE, SIP trunk implementation and SIP protocol troubleshooting.
  • Experience with large-scale enterprise Cisco Unified Communications and Collaboration solutions including design, implementation and support.
  • Specific knowledge of Cisco’s UC portfolio including, but not limited to,Communications Manager, UCCX, Unity Connection, Unified Presence (Jabber), Cisco Finesse, Emergency Responder, Attendant Console, WebEx, Routing, Voice Gateways
  • Experienced with Contact Center Express, Expressway, and Prime Collaboration
  • Working knowledge of Video Conferencing, Telepresence, and WebEx solutions
  • Experience VCS-C, VCS-E, Meeting Place, and MCU a plus.
  • Experience with TMS and Video Codecs.
  • Working knowledge of third party dependencies including, but not limited to,
  • Microsoft Exchange, Office365, Microsoft Active Directory, DNS, DHCP, TFTP
  • Infrastructure and application oversight and ownership (OS, firmware, security)
  • knowledge of communication protocols (e.g., H.323, SIP, H.248, QoS, COS, etc.)
  • knowledge of communication signaling and compressions (e.g., domestic and international PRI (T1/E1), Analog, SIP, G.711, G.729, G.722, iLBC, etc.)
  • Global dial plan development and administration
  • Ability to provide global coverage
  • Must have a working knowledge of networking technologies (Layer 2/3 LAN, WAN, MPLS, SD-WAN, Connectivity, IP, VLAN)
  • working knowledge of routing technologies (BGP, EIGRP, MPLS, OSPF, VPN, 802.1x)
  • Ability to develop and maintain accurate documentation
  • Proactive oversight of hardware and software lifecycle management
  • Knowledge and experience in Cisco Call Center technologies (including IVR, Queues, Reporting, Recording)
  • Experience in development and deployment of Call Center scripting
  • Experience in development and/or knowledge of API integration (e.g. CRM/ERP integration)
  • Experienced in telecom carrier vendor management (data networking, internet, PRI, analog, SIP)
  • VMWare ESXi, Hyper-V and various Windows Server and Desktop OS and macOS
  • Any experience in managing call accounting, call recording and call reporting duties
  • Ability to develop, document, and/or provide training to both technical and non-technical personnel
  • Proven ability to learn new technologies and applications directly or indirectly in support of the communications infrastructure
  • Ability to travel domestically and internationally.
  • Must be effective in working independently and in a team setting
  • Must have the ability to understand and actively problem-solve direct and indirect components and dependencies
  • Strong oral and written communication skills to articulate technologies to technical and non-technical personnel
  • Excellent interpersonal and customer relationship skills


Desired Qualifications

  • Comfortable with presenting in front of technical and non-technical audiences
  • Experience with Microsoft and Linux server platforms
  • Certification strongly preferred (CCNP & CCVP or CCIE Collaboration)
  • Experience in vendor management



Special demands:

  • This position may require travel on an as-needed basis to domestic and international company locations and training events
  • Upon request, provide physical assistance with data center racking and stacking of network equipment. And assist with cabling when needed.



The Company is an Equal Opportunity Employer. It is our policy to afford equal employment opportunity to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, national origin, citizenship, place of birth, age, disability, protected veteran status, gender identity or any other characteristic or status protected by applicable in accordance with federal, state and local laws.


If you'd like more information about your EEO rights as an applicant under the law, please download the available EEO is the Law document at


To view our Pay Transparency Statement, please click here: Pay Transparency Statement


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