IPT Voice Specialist

About The Role

We are looking for an experienced Voice Specialist to join our Global IT Infrastructure & Operations organization. As part of our Unified Communications and Voice Operations team, you will play a key role in ensuring the stability, performance, and continuous improvement of our global telephony and voice collaboration platforms. You will work closely with colleagues across regions to support business‑critical voice services and contribute to modernization initiatives.

Responsibilities

• Provide 2nd line support for enterprise voice and telephony services, including advanced troubleshooting, root‑cause analysis, and service restoration.
• Monitor, maintain, and optimize Voice platforms, such as Microsoft Teams Voice, Genesys Cloud, or other enterprise telephony systems.
• Manage SIP infrastructure, including Session Border Controllers (SBCs), SIP trunks, call flows, routing, and dial plan configuration.
• Support and administer voicemail systems, call queues, auto‑attendants, and contact center integrations.
• Cooperate with telecom carriers and service providers to resolve line issues, number porting, provisioning, and capacity adjustments.
• Maintain and improve voice QoS, call quality monitoring, and reporting tools to ensure a high‑quality user experience.
• Fulfill service requests related to telephony provisioning, number assignments, device configuration, and user enablement.
• Perform platform upgrades, lifecycle management, patching, and migration activities across voice infrastructure.
• Collaborate with network teams to diagnose cross‑domain issues in SIP, RTP, QoS, firewall rules, and WAN performance.
• Document voice infrastructure, workflows, and operational procedures to support consistent and reliable service delivery.
• Participate in infrastructure and cloud‑based voice projects, including modernization initiatives, Teams Voice rollouts, and carrier migrations.
• Contribute to continuous improvement efforts by suggesting enhancements, identifying gaps, and driving operational efficiency.

Requirements

Experience with:

• Administering and supporting enterprise telephony platforms, such as Microsoft Teams Voice, or similar systems.
• Managing SIP infrastructure, including SBCs, SIP trunks, dial plans, routing logic, and call flow configuration.
• Troubleshooting core voice protocols: SIP, RTP, SRTP, and related signaling concepts.
• Working with voice gateways, session managers, and integration between on‑premises and cloud voice environments.
• Supporting voicemail platforms, call queues, auto attendants, and contact center features.
• Monitoring and improving voice quality, including QoS tuning, packet analysis, call analytics, and reporting.
• Handling carrier services, including provisioning, number porting, PRI/SIP management, and vendor escalation.
• Performing lifecycle tasks such as patching, upgrades, platform migrations, firmware updates, and configuration management.
• Understanding and working within ITIL processes (incident, problem, and change management).
• Using voice diagnostic tools such as Wireshark, call analytics dashboards, SBC monitoring suites, or similar.

Competencies

Nice to have:

• Experience with Teams Phone System, Direct Routing, Operator Connect, or cloud‑based telephony migrations.
• Knowledge of contact center technologies, such as Genesys, Avaya Aura, or cloud contact center platforms.
• Familiarity with network fundamentals relating to voice delivery (QoS, VLANs, firewalls).
• Relevant certifications such as Microsoft Teams Voice Engineer, Cisco Collaboration (CCNP Collaboration), or vendor‑specific voice credentials.

Join an organisation based on Trust, Openness, and Innovation:

In Demant you will be part of an innovative and challenging environment based on trust and openness, where you will experience a strong will to achieve great results with some ambitious and talented colleagues. You will be part of an environment where flexibility, knowledge sharing, and professional respect make it challenging, meaningful, and fun to go to work every day.

We are a great mix of colleagues who enjoy an open and friendly tone as well as a culture of inclusiveness and mutual support, echoing the values found throughout our organization.

We Offer

• A job in a growing, international company with good career opportunities
• State of the art technology and work in an exciting industry
• Good work life balance with flexible working conditions
• A culture of teamwork, based on knowledge sharing, professional respect, kindness
• We believe in, and encourage, open and honest communication, and we hope to put a smile on your face every workday
• A full-time independent and responsible position
• Training, conferences, and the opportunity for self-development
• We offer the opportunity to travel for work globally

About Demant:

Demant is a world-leading hearing healthcare group built on a heritage of care, health and innovation since 1904. The Group offers innovative technologies, solutions and expertise to help people hear better. In every aspect, from hearing care and hearing aids to diagnostic equipment and services, Demant is active and engaged. Headquartered in Denmark, the Group employs more than 26,000 people globally and is present with solutions in 130 countries creating life-changing differences through hearing health. William Demant Foundation holds the majority of shares in Demant A/S, which is listed on Nasdaq Copenhagen and among the 25 most traded stocks.

At Demant, we value diversity, equity, and inclusion (DE&I) and we are committed to creating an inclusive working environment. We welcome applications from all qualified candidates regardless of ethnic background, personality, age, gender, and education. Diversity is part of our cultural DNA. Women in STEM areas are particularly encouraged to apply, as Demant supports United Nations Sustainable Development Goal 5 on gender equality.

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