Voice Infrastructure Support Engineer
TALENT Software Services · Springfield, VA · Yesterday
On-siteOTHRFull-time
Key Responsibilities
- Maintain and optimize voice infrastructure supporting emergency dispatch operations.
- Manage Calabrio workforce management systems and reporting.
- Configure and maintain Cisco Finesse call queues.
- Develop and maintain call routing strategies.
- Execute and test disaster recovery procedures.
- Provide technical leadership for voice infrastructure improvements.
- Independently manage day-to-day call center technical operations.
- Troubleshoot voice, queue, softphone, and routing issues.
- Support workforce optimization and call center performance.
Key Skills / Keywords
- Cisco Voice
- Voice Infrastructure
- Cisco UCCX
- Cisco UCCX Administration
- Cisco UCCX Scripting
- Cisco CUCM
- Cisco CUCM Administration
- Cisco Finesse
- Finesse Queue Management
- IVR
- Automated Messaging
- BVOIP
- POTS
- PRI
- Calabrio Contact Center
- Calabrio Workforce Management
- Call Recording
- Quality Management
- Workforce Optimization
- Workforce Scheduling
- Workforce Forecasting
- Performance Analytics
- Reporting
- Cisco Softphones
- Multi-Skill Routing
- Agent Assignment
- Telecommunication Portal
- Disaster Recovery
- Site-to-Site Failover
- Contingency Routing
- Emergency Dispatch
- Call Center Operations
- CCNA Collaboration