Cisco Voice Engineer, Chicago or Milwaukee
Hoffman Estates, IL

Job Description

Job Summary:

NOTE: This role requires expert-level knowledge of the Cisco CallManager system.

The Voice Engineer is responsible for the administration and maintenance of telecommunications systems and services. The primary focus is the Cisco CallManager platform but will include carrier services and end user support. A successful candidate will possess a thorough knowledge of CUCM including Unity and Contact Center Express. They will provide support and training to end-users and first level support staff while also working to understand and enhance the organization's voice and communication requirements. Additionally, they will have the ability to manage multiple ongoing projects including the migration of new sites to the CUCM platform.

Essential Duties & Responsibilities:

In depth knowledge of administration, maintenance, monitoring, upgrading and troubleshooting the organization's Cisco CUCM phone system in a global environment, this includes Call Manager, Unity, Finesse and UCCx.

Installs, maintains, monitors, and updates VoIP and telecom systems, servers and gateways.

Complete understanding of E.164 numbering plans and the ability to perform number normalization.

Troubleshooting and communication of telecom system failures.

Supports ongoing adds, moves and changes of users, voicemail and equipment.

User training and creation of education materials.

Maintains VoIP system documentation including user guides, procedures, configurations and standards.

Supports third party applications integrated into the organization's VoIP systems

Works with the infrastructure team on projects and provides on-call support outside of routine business hours.

Good customer service skills.

Analyzes new technology that enables the company to be on a high level of services.

Performs other duties as assigned or required.

Skills & Abilities:

CUCM

Cisco Unity

Cisco Contact Center Express, Finesse

Cisco Voice Gateways (ISR Routers, Cube and Analog gateways)

Experience with common voice technologies and standards including SIP Trunks, E1/ T1, FXS /FXO etc.

Gateway protocols: H323, SIP, MGCP, SCCP.

Experience with Cisco Expressway or Skype a plus.

Impeccable technical and troubleshooting skills including the ability to identify and isolate root cause.

Willingness to learn and understand the business processes running on the infrastructure you support.

Customer-focused service and perspective.

Willingness to take calls in off work hours to ensure services are working 24/7/365.

Ability to diagram the system architecture and maintain documentation.

Education & Experience:

Bachelor's degree or demonstrable equivalent experience.

3 years of telecom engineering background with proven experience in CUCM, TDM and VoIP technologies and protocols (SIP, H.323)

3 years of experience with telecom circuit and troubleshooting (SIP, PRI, T1, analog), deployment and administration of SBC and gateways.

Experience with DID number management, dial plans, call routing, and E.164 number normalization

Experience troubleshooting voice related network and carrier issues along with vendor and telco carrier management

Knowledge of data networking concepts including IP addressing, topology, transport, routing, and switching

Experience within a global environment