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Voice Engineer
Minneapolis, Minnesota  |  Remote
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Applied on September 17, 2021
Job Id #49672 Posted August 9, 2021

Projects the candidate will be working on:

  • Managing the PureConnect phone system for one of acquired entities, while larger integration efforts are taken to move the AE to an hosted voice solution.
  • As well as a Disaster Recovery project to stand up a backup environment for the Pure Connect Phone system.

Ideal Background:

  • The ideal candidate is proficient with PureConnect and has experience with CUCM and Oracle SBCs.
  • That is our major gap at the moment. Anything outside of that would be knowledge around SIP and VoIP technology, and overall telecommunication experience.


  • What would set this candidate apart from others is having a background in healthcare, over 5 years of experience working in a call center environment, over 5 years working as a telecommunications/unified communications engineer, Proficient with PureConnect, CUCM, and Oracle SBCs, and has strong voice networking skills.

Top Requirements:

  • The must have skill required to do this job is the ability to manage all facets of a PureConnect call center environment. I would say that can be met with at least 3 years of experience. Also, see below:
  • a. CUCM and Oracle SBC experience is in the top 3 but it is not required.
  • It would be very beneficial if the candidate had at least 2 years of experience with both.

Team and Team size:

  • Will be a member of the team. The M&A voice team consists of 4 Voice engineers.
  • They are responsible for maintaining voice operations and integrations for acquired entities.
  • The M&A voice team is responsible for multiple voice platforms

Top Responsibilities:

  • Manage and maintain the PureConnect phone system
  • Manage and maintain the oracle SBC/ECB environment.
  • Monitor and address ticket escalations that involve the PureConnect Phone System
  • Perform requests that involve changes in the Pure Connect Phone System
  • Attend and participate in project meetings that require a PureConnect subject matter expert
  • Contribute in all projects that involve the PureConnect Phone System

Software tools/skills:

  • System management skills with PureConnect (ININ, IC, Genesys)
  • Hands on experience with Oracle SBC's and ECB's


  • Excellent communication and technical skills to maintain an enterprise level contact center application
  • Ability to work in a team environment and collaborate well with others
  • Willing to work outside of business hours to participate in project work
  • An understanding of SIP protocol and VoIP technology
  • An overall understanding of LAN and WAN
  • Experience supporting call center applications
  • Telecommunication background

Nice to have:

  • System Management skills with CUCM
  • System Management skills with Omni (Genesys)
  • System management skills with Avaya
  • System Management skills with Teams

Working Time:

  • 9am-5pm EST

Interview Process:

  • The interview process will consist of 3 rounds
  • a. First round will be a phone call with Questions around background, years of experience, career aspirations, and technical questions around PureConnect.
  • b. Second Round will be a video conference, questions will relate skills outside of pureconnect, and follow up technical questions about PureConnect.
  • c. Third round will be a conference call, questions will relate to team collaboration, goals, and expectations.

Horizontal is proud to be an Equal Opportunity and Affirmative Action Employer. We seek to provide employment opportunities to talented, qualified candidates regardless of race, color, sex/gender including gender identity and/or expression, national origin, religion, sexual orientation, disability, marital status, citizen status, veteran status, or any other protected classification under federal, state or local law.

In addition, Horizontal will provide reasonable accommodations for qualified individuals with disabilities. If you need to request a reasonable accommodation in order to complete the application or interview process, please contact

All applicants applying must be legally authorized to work in the country of employment.

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