Cisco Engineer (CUCM/UCCE)

Location: Canada (candidate must reside in Canada due to data residency requirements). Toronto or Mississauga area strongly preferred for occasional data center access.

Work Model: Hybrid, approximately 3 days per week onsite / 24 hours per week. Engagement Type: Contract with potential to extend. 90 day initial contract with the potential to expand into a 6-month contract or permanent role for strong performers, including future CX1 engineering work.

About the role

We are seeking a hands-on Cisco Voice and Contact Center Engineer to support and maintain a legacy Cisco unified communications and contact center environment. This role is heavily focused on day-to-day operational support and ticket handling to keep the current environment stable during a transition to the CX1 platform, which is targeted for completion by year end. This is a support and maintenance role rather than a net-new implementation role.

Responsibilities

• Provide day-to-day support and maintenance for a legacy Cisco environment, including CUCM (Cisco Unified Communications Manager) and UCCE (Unified Contact Center Enterprise)
• Handle and resolve support tickets to maintain environment stability and uptime
• Support related contact center and telephony tools within the ecosystem
• Troubleshoot voice, contact center, and dialer issues in a production environment
• Partner with internal teams to maintain continuity during the transition to the CX1 platform
• Occasionally support data center needs onsite as required

Requirements

• Proven hands-on experience with CUCM (Cisco Unified Communications Manager)
• Proven hands-on experience with UCCE (Unified Contact Center Enterprise)
• Strong background in day-to-day support, ticket handling, and production environment maintenance
• Experience working in a legacy Cisco voice and contact center environment
• Must reside in Canada due to data residency requirements
• Ability to work a hybrid schedule near Toronto or Mississauga
• Security screening required (level and timeline to be confirmed)

Preferred Skills

• Experience with a ticketing system (CAP or similar)
• Verint (workforce management solution)
• eFax / Right Fax (fax solution)
• Alvaria or Noble dialer systems (campaign management)
• Exposure to or interest in the CX1 platform, with potential to grow into CX1 engineering work

Benefits

• Supplemental medical, dental, vision, life, and disability insurance plans
• Employee Stock Purchase Program (ESPP)
• 401K program with company match after 12 months of tenure
• Health Savings Account (HSA) on the HDHP plan
• SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions
• Corporate discount savings program and other discounts
• On-demand training program
• Access to certification prep, technical and leadership courses/books/seminars after 6+ months of tenure
• Certification discounts and association perks (e.g., CompTIA, IIBA)
• Dedicated customer service team for consultants
• Access to a certified Career Coach