Voice Infrastructure Support Engineer

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