Voice Engineer

Key Responsibilities

• Enterprise Cisco Voice Architecture & Administration
• Design, implement, and administer enterprise Cisco voice solutions across CUCM, CUC, UCCE/UCCX, and CVP environments.
• Lead advanced dial plan design, call routing strategies, and global numbering plans.
• Integrate voice protocols including SIP, H.323, MGCP, CUBE, SIP trunks, PRI/FXO/FXS.
• Architect scalable, redundant, and highly available multi-site voice deployments.
• Develop solution design documentation and architecture diagrams for enterprise deployments.
• Contact Center Engineering & Optimization
• Design and manage IVR/ACD scripting and call flow architecture.
• Configure and support Cisco Finesse and CUIC reporting.
• Engineer end-to-end contact center solutions across UCCE/UCCX environments.
• Optimize performance, reporting, and routing efficiency for contact center platforms.
• Support CCaaS/UCaaS solutions including Webex Calling, Webex Contact Center (WxCCE), and Genesys Cloud CX.
• Voice Migrations & Upgrades
• Lead large-scale voice migrations including cluster merges and version upgrades.
• Execute legacy platform transitions and modernization initiatives.
• Plan and implement enterprise-wide telephony transformations with minimal disruption.
• Conduct risk assessments and develop rollback and contingency strategies.
• Advanced Troubleshooting & Performance Optimization
• Perform Tier 3 voice troubleshooting using RTMT, trace analysis, packet captures, and voice-quality diagnostics.
• Analyze SIP messaging, call failures, QoS metrics, and signaling flows.
• Diagnose and resolve complex voice infrastructure and interoperability issues.
• Ensure voice quality and reliability across WAN/LAN environments.
• Infrastructure & Cloud Integration
• Integrate voice gateways within enterprise WAN/LAN environments including MPLS, VLANs, and QoS configurations.
• Support routing protocols such as EIGRP, OSPF, and BGP for voice optimization.
• Design and integrate cloud-based voice and automation solutions using AWS (Lambda, Lex) and API-driven integrations.
• Implement IVR automation and hybrid cloud contact center architectures.

Required Qualifications

• Experience in enterprise voice engineering or unified communications.
• Hands-on experience with Cisco CUCM, CUC, UCCE/UCCX, and CVP.
• Advanced knowledge of SIP, H.323, MGCP, CUBE, and enterprise dial plan design.
• Experience supporting large-scale contact center environments.
• Strong troubleshooting expertise in voice-quality diagnostics and signaling analysis.
• Experience with enterprise WAN/LAN, QoS, and routing protocols.
• Excellent documentation and cross-team communication skills.

Preferred Qualifications

• Experience with Webex Calling, Webex Contact Center (WxCCE), and Genesys Cloud CX.
• Experience leading enterprise-wide voice migrations and modernization initiatives.
• Familiarity with AWS voice integrations and API-based automation.
• Cisco certifications (CCNP Collaboration, CCIE Collaboration) preferred.
• Experience supporting federal or regulated environments.

Core Competencies

• Strong architectural and systems-thinking mindset.
• Deep technical troubleshooting capability.
• Scalable and resilient solution design expertise.
• Cross-functional collaboration and leadership.
• Detail-oriented with strong documentation practices.
• Outcome-driven and customer-focused approach.