Description

Manage and optimize Cisco VoIP telephony and communication systems to ensure continuous operations.

Responsibilities

• Monitor Cisco RTMT, Splunk (SIEM), and other tools to proactively resolve system and user issues.
• Triage and resolve user tickets, documenting all remediation steps thoroughly and accurately.
• Develop and implement automation solutions to increase the efficiency and accuracy of communications operations.
• Manage the deployment of Cisco Unified Call Manager, Cisco Unified Contact Center Express, Verint Workforce Optimization, and Biscom Enterprise Fax solutions.
• Design, test, and deploy custom Auto Call Distributor, Computer Telephony Integration, and Intelligent Voice Response scripts.

Required Skills

• 5+ years of experience in VoIP and telephony environments.
• Cisco Certification in Voice technologies.
• Hands-on experience with Cisco Unified Call Manager (CUCM).
• Experience managing Cisco Unified Contact Center Express (UCCX).
• Proficiency with Cisco RTMT and Splunk (SIEM) for system monitoring.
• Experience with Verint Workforce Optimization and Biscom Enterprise Fax solutions.
• Knowledge of E911 and Emergency Notification Systems.
• Ability to work within Agile/Kanban methodologies.
• Experience managing technical projects using structured project management tools.

Preferred Skills

• Experience with VPN and conference phone maintenance and upgrade.

Key Skills

Education

ANY GRADUATE