VoIP Systems Engineer

Join to apply for the VoIP Systems Engineer role at Exchange Technology Services. Exchange Technology Services is a leading IT consulting company in Winnipeg and part of the Exchange Income Corporation's family of companies. We provide a wide range of services, including Managed IT, Project Management, Business Intelligence, Cyber Security, Digital Transformation, Training Services, Installation Services, and Telecommunications across Canada and the US. Our work environment is dynamic, filled with learning opportunities, exciting and challenging projects, and a chance to make a positive impact on clients’ businesses. We value teamwork, fun, and achieving amazing results together. Job Overview Reporting to the Professional Services Lead, the VoIP Systems Engineer is responsible for design, implementation, and support of VoIP solutions with a strong focus on Mitel systems in an MSP/consulting environment. This position works closely with clients to deliver stable voice and contact center services, act as an escalation point for complex voice issues, and handle occasional cloud/infrastructure related tasks as assigned. Key Responsibilities Design, configure, and support Mitel voice platforms (e.g., MiVoice Business, MiCollab, MiContact Center) for SMB and enterprise customers. Configure and maintain SIP trunks, dial plans, call routing, call groups, hunt groups, auto attendants, and failover routing. Implement and support contact center features including queues, agent groups, IVR flows, and reporting/wallboards. Troubleshoot complex VoIP issues such as one way audio, jitter, and call quality problems across LAN/WAN environments. Collaborate with network, cloud, and service desk teams to deliver projects, resolve escalated incidents, and support assigned cloud/infrastructure tasks (e.g., basic hybrid voice setups or integration with M365/Azure). Create and maintain detailed documentation, runbooks, and as built diagrams for customer environments. Participate in planned maintenance/change windows as required, as well as cover occasional emergencies and escalations. Additional responsibilities as assigned. Qualifications Education, Licenses, and/or Certification, Experience Required: 3+ years of hands on experience in VoIP or unified communications engineering roles. Practical experience with Mitel systems (MiVoice Business, MiCollab, and/or MiContact Center) and Microsoft Teams integration in production environments. Strong understanding of SIP, RTP, QoS, VLANs, SBCs, and firewall/NAT concepts. Solid networking knowledge (TCP/IP, routing, switching, DNS, DHCP) sufficient to troubleshoot end to end voice paths. Experience working in an MSP or consulting context, including ticketing systems and change management. Strong communication skills and the ability to work directly with end users, stakeholders, and non technical staff. Must possess a valid passport. Must possess a valid driver’s license. Considered an asset. Mitel certifications (e.g., MCA/MCP or equivalent vendor certifications). Exposure to other UC platforms (Teams Phone, Cisco CUCM, etc.) or basic cloud infrastructure (M365 calling, Azure networking). Experience with SIP trunk providers and number porting processes. Working Conditions Must be able to obtain and maintain a clear criminal record check. Physically able to perform all listed job duties. This role involves working in a variety of environments and includes regular interaction with staff and members of the public. This position is eligible for the Mileage Reimbursement Program, as it requires travel for the pick-up and drop-off of various items. Able to lift and carry up to 50lbs. May be required to stand for several hours a day. On Call/Shiftwork as required to provide after-hour client support. Various shifts at a fast pace to meet service level requirements of our clients. Flexibility to travel to client sites. Methods and procedures described or implied in the job profile may be altered to accommodate employees. What We Offer Competitive salary and benefits package Registered Retirement Savings Plan with Company Matching Employee Share Purchase Plan Subsidized Gym Membership Subsidized Phone Plan Opportunities for professional development and career growth Collaborative and innovative work environment If this sounds like an opportunity you would like to be a part of, please apply Please note, Exchange Technology Services is an equal opportunity employer. We are committed to building a diverse and inclusive workplace and encourage applications from all qualified individuals. Accommodations are available upon request throughout the recruitment process. Please reach out to careers@exchangetech.ca if you have any questions. #J-18808-Ljbffr