Voice Engineer

We are looking for a Voice Engineer to support existing business communication systems and help customers move toward modern collaboration solutions.
Are you searching for a company that invests heavily in training, values its people, and is trusted by customers for exceptional service? If so, you’ll thrive at Laketec.

About Us

Laketec is an IT infrastructure provider specializing in Network, Cloud, Security, Collaboration, and Structured Cabling solutions. We focus on what we do best — partnering exclusively with best‑of‑breed technology providers and delivering deep engineering expertise.

As one of Ohio’s leading HPE Aruba and Juniper infrastructure partners, our team includes some of the most experienced and highly certified engineers in the region. Our commitment to quality, customer service, and technical excellence has fueled our rapid growth, and we are excited to expand our team.

Job Summary

The Voice Engineer designs, implements, supports, and improves voice and unified communications systems for Laketec customers. You will troubleshoot critical calling issues, deliver projects, advise customers, and work with service, project, sales, and customer success teams.

Key Responsibilities

• Install, configure, maintain, and troubleshoot business telephone systems, including Avaya IP Office, Avaya Aura / Communication Manager, messaging platforms, and Session Border Controllers.
• Diagnose SIP, VoIP, call routing, voicemail, auto attendant, hunt group, call flow, and quality of service issues; perform root-cause analysis.
• Support Microsoft Teams voice integrations and migrations from legacy phone systems; test solutions before production cutover.
• Respond to service requests and escalations, participate in on-call and major incident responses as required, and coordinate with network, systems, and security engineers.
• Advise customers on reliability, usability, and scalability; assist sales teams with discovery and solution design; provide training after deployment.
• Document customer environments, configurations, diagrams, changes, and support procedures in IT Glue and other company platforms.
• Follow Laketec technical, documentation, and security standards; share knowledge with colleagues and maintain relevant technical skills.

Required Qualifications:

• Experience implementing and supporting business voice or unified communications systems, including VoIP and SIP troubleshooting.
• Working knowledge of any combination of Avaya IP Office, and Avaya Aura / Communication Manager, Cisco, Teams environments.
• Strong customer communication, service, troubleshooting, and documentation skills; ability to work independently and with a team.

Preferred:

• Experience supporting small and mid-sized business communication environments.
• Avaya IP Office Administration or Implementation, Network+, Zoom Phone, or comparable certifications.

Work Environment

Work may take place in the office, at client sites, and remotely. Client environments may include server rooms and data centers. Some assignments may require after-hours or on-call availability and lifting up to 50 lbs when applicable.

Travel

Travel to client sites may be required for discovery, implementation, support, and training.

What Success Looks Like

• World class customer service skills for support team when changes or issues arise.
• Clear communication and relationship building with customers.
• Voice projects and migrations are delivered, tested, and handed over effectively.
• Service and project teams can support customers using accurate documentation and shared knowledge.

Why Join Us

You will work across established voice systems and modern collaboration platforms, solving customer challenges and helping shape the next phase

All candidates are asked to take a quick 5-minute self-assessment survey in order to be considered for the role.

Please complete here: https://surveys.cultureindex.com/s/Av3WK4fwya/24803

Pay: $55,000.00 - $70,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Retirement plan
• Vision insurance

Application Question(s):

• Are you able to work in the US without sponsorship?
• Please tell us about something you taught yourself recently and how you learned it.
• Do you live within 1 hour of Cleveland?

Experience:

• switching or wireless: 1 year (Preferred)

Work Location: Hybrid remote in North Olmsted, OH 44070