Baker McKenzie

The Voice Engineer will design, support, and optimize enterprise voice and telephony solutions by providing expert-level management and troubleshooting; ensuring reliable, secure, and compliant communication services across the Firm. The role-holder will act as a technical subject matter expert for voice services, partnering with internal teams and external telecommunications providers to deliver seamless voice functionality, support critical business operations, and continuously improve the Firm’s unified communications environment.

Main responsibilities:

• Manage the technical design, configuration, and migration of Microsoft Teams Voice solutions within a broader project team, while maintaining other voice platforms as required
• Design and implement voice solutions with security embedded from the outset, ensuring ongoing accountability for the security and quality of cloud-based solutions
• Act as a key technical interface with end users, project teams, and third-party vendors, including participation in service walk-throughs and demonstrations
• Perform solution validation testing, including troubleshooting and resolving identified issues
• Diagnose and resolve incidents arising during migrations, problem resolution, and change implementations, including authoring Change Requests and obtaining required approvals
• Troubleshoot and resolve complex issues
• Ensure appropriate monitoring is in place and coordinate results across network, telephony, firewall, and related technical teams
• Deliver structured knowledge transfer to operational support teams, including first-line and second-line support
• Act as an escalation point for the operations team and provide on-call support when required
• Provide project management support for Teams/Voice initiatives where no dedicated project management resource is assigned
• Prepare and deliver status reports to the Collaboration Architecture Manager and Voice Supervisor as required
• Perform other relevant duties aligned to the role as assigned by the Collaboration Architecture Manager

Skills and experience:

• Strong analytical skills with the ability to solve complex problems in large-scale, multi–data center environments
• Self-motivated engineer with extensive experience across multiple voice platforms, with particular depth in Microsoft Teams Voice using Operator Connect and Direct Routing; experience with Cisco Call Manager is preferred
• Strong experience in troubleshooting and managing Microsoft Teams Voice architecture, including advanced configurations across voice and telephony systems, requiring a solid understanding of firewall rules, voice gateways (Cisco Session Border Controllers), telecommunications links, connectivity, monitoring, and reporting
• Able to manage end-to-end phone system migrations, including working with telecommunications providers, telephone number porting, number blocking, and meeting emergency services requirements
• Broad expertise in the Microsoft Teams platform, including the ability to troubleshoot general Teams access and functionality issues
• Understanding of Teams shared device accounts and Conditional Access policies
• Proficient understanding of core infrastructure technologies, including Entra, Teams admin, PowerShell, Active Directory, Domain Name System (DNS)
• Experience with on-premises or cloud-based fax solutions, such as RightFax

Reports to: Assistant Manager, VoIP/IM Architect

Travel requirements: Some travel necessary to initiatives and incidents across the Firm

Position type:  Specialist

Development framework: Specialist

At Baker McKenzie we are different in the way we think, work and behave. With our team of 13,000 people, including over 6,500 locally admitted lawyers, in over 70 offices worldwide, we have a passionately collaborative community of 60 nationalities and are committed to world-class career development to everyone in every job at every level. Baker McKenzie can offer you both the uncompromising commitment to excellence expected of a top firm paired with a passionately global and genuinely collaborative working environment.

Baker McKenzie is an Equal Opportunity Employer. We are committed to promoting diversity and inclusion for all. Our unique international culture is reflected in the drawing together of a worldwide family of individuals from diverse cultures and backgrounds in all of our offices. We encourage the best people - regardless of race, religion or belief if any, gender, gender identity, disability, sexual orientation or age - to fulfill their professional aspirations with us. We are committed to ensuring an inclusive and accessible experience for all candidates.