Job Description
Job Title: Lead Engineer, Voice Services
Department: Information Technology
Location: Grand Rapids, Chicago, Boston, Austin, NYC (Hybrid: 4 days onsite, 1 day 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 calling services with enterprise systems and applications, leveraging APIs and SDKs.
- 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.
- Create and maintain code repositories for custom development related to automation, integration, and optimization of UCaaS and CCaaS solutions.
- 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.
- Extensive experience collaborating with cross-functional teams to integrate calling services with various enterprise systems and applications, leveraging advanced APIs and SDKs.
- Experience in creating and maintaining code repositories for custom development and automation.
- Experience in managing platforms in a Call Center environment integrated with a CCaaS solution. WebEx Contact Center or 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.
- 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:
- 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.
- Extensive experience with automation and scripting for UCaaS and CCaaS 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
Acrisure is committed to making an impact in our communities by giving back, with millions committed to children’s health with Helen Devos Children’s Hospital and UPMC Children's Hospital of Pittsburgh.
For more, visit www.Acrisure.com or learn more here.
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Pay Details:
Annual Salary: $125,000 - $135,000
Acrisure is committed to employing a diverse workforce. All applicants will be considered for employment without attention to race, color, religion, age, sex, sexual orientation, gender identity, national origin, veteran, or disability status. California residents can learn more about our privacy practices for applicants by visiting the Acrisure California Applicant Privacy Policy available at www.Acrisure.com/privacy/caapplicant.
Acrisure is equally committed to supporting social issues. In 2021, the Company co-founded Evolution Advisors, a joint venture focused on providing greater access and more effectively distributing insurance products and financial services to minority-owned enterprises. In its home of Grand Rapids, Acrisure provided $15 million to create the Acrisure Center for Innovation in Children’s Health at Helen DeVos Children’s Hospital.
To Executive Search Firms & Staffing Agencies: Acrisure does not accept unsolicited resumes from any agencies that have not signed a mutual service agreement. All unsolicited resumes will be considered Acrisure’s property, and Acrisure will not be obligated to pay a referral fee. This includes resumes submitted directly to Hiring Managers without contacting Acrisure’s Human Resources Talent Department.
Top Skills
What We Do
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 16,000 entrepreneurial colleagues in 21 countries and has grown from $38 million to $4 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. Additionally, Acrisure is committed to making an impact in our communities by giving back, as seen by our partnerships with Helen Devos Children’s Hospital and UPMC Children's Hospital.
Discover more at www.Acrisure.com.
