Network Voice Engineer

Skills

• Cisco Unified Communications Manager (CUCM)
• Cisco Unified Contact Center Express (UCCX)
• Cisco Finesse Administration
• Cisco Softphone Configuration and Support
• IVR Administration and Troubleshooting
• Calabrio Workforce Management (WFM)
• Calabrio Quality Management and Call Recording
• Queue Management and Call Routing
• SIP/VoIP Technologies
• PRI, POTS, and BVoIP Management
• Cisco Voice Troubleshooting
• Disaster Recovery and Business Continuity for Contact Centers
• Cisco Collaboration Infrastructure Support
• Strong communication and stakeholder management
• Ability to work independently with minimal supervision
• Incident and problem management
• Documentation and reporting skills
• Prior experience supporting 24x7 critical operations
• Team collaboration and knowledge sharing

Responsibilities

• Administer and support Cisco CUCM, UCCX, Finesse, and Cisco voice infrastructure.
• Configure and maintain call routing, queues, skills, and agent assignments.
• Manage Calabrio Workforce Management, Quality Management, and Reporting functions.
• Support IVR systems, softphones, PRI/POTS circuits, and telecom services.
• Perform troubleshooting and root cause analysis for voice and contact center incidents.
• Execute disaster recovery testing and maintain failover procedures.
• Manage onboarding, extension assignments, and contact center operational changes.
• Work with telecom vendors and internal teams to resolve voice infrastructure issues.
• Maintain operational documentation and provide technical recommendations for improvements.
• Ensure high availability of mission-critical contact center environments.

Qualifications

Bachelor of Computer Science

Pay

$80,000 - $95,000 per year

Benefits

• Discretionary Annual Incentive
• Comprehensive Medical Coverage (Medical & Health, Dental & Vision)
• Disability Planning & Insurance
• Pet Insurance Plans
• Maternal & Parental Leaves
• Auto & Home Insurance
• Identity Theft Protection
• Commuter Benefits
• Certification & Training Reimbursement
• Vacation, Time Off, Sick Leave & Holidays
• Legal Assistance
• 401K Plan
• Performance Bonus
• College Fund
• Student Loan Refinancing