Description

Key Responsibilities
· Design, deploy, configure, and support UC platforms, including:
o CUCM,
o Cisco Unity Connection,
o Cisco Webex and Webex Calling,
o Cisco Session Border Controllers and voice gateways, and
o Microsoft Teams Phone.
· Support enterprise voice services, including:
o SIP trunks,
o PSTN connectivity,
o Direct Routing,
o Operator Connect, and
o Cloud calling.
· Configure the following:
o Dial plans,
o Route patterns,
o Calling policies,
o Hunt groups,
o Auto attendants,
o Call queues,
o Voicemail, and
o Number management.
· Administer Microsoft Teams voice features through Teams Admin Center and PowerShell.
· Troubleshoot voice, video, messaging, and collaboration issues across LAN, WAN, internet, and cloud environments.
· Analyze call quality using latency, jitter, packet loss, MOS, QoS, and platform-specific diagnostic tools.
· Configure and maintain network services that support real-time communications, including QoS, VLANs, routing, DNS, DHCP, NAT, and firewall rules.
· Support voice gateways, SIP trunks, Clients, desk phones, conference-room systems, headsets, and soft clients.
· Manage user provisioning, licensing, migrations, onboarding, and offboarding for calling and collaboration services.
· Monitor platform availability, capacity, performance, and call quality.
· Perform system upgrades, patches, certificate renewals, backup validation, and lifecycle management.
· Coordinate incident response, root-cause analysis, change management, and problem resolution.
· Maintain technical documentation, network diagrams, dial plans, configuration standards, and operational procedures.
· Work with telecommunications carriers and technology vendors to resolve service issues.
· Participate in an on-call rotation and provide support for critical incidents when required.

Requirements

General Qualifications
· Bachelor's degree (or equivalent professional experience) in:
o Information technology,
o Networking,
o Telecommunications, or
o Related field(s)
· Strong analytical, documentation, communication, and incident-management skills

General Technical Skills
· At least three (³3) years of experience supporting enterprise networking and/or UC environments
· Strong knowledge of SIP, RTP, SRTP, SDP, TLS, codecs, dial plans, and PSTN technologies
· Solid understanding of TCP/IP, routing, switching, VLANs, QoS, DNS, DHCP, NAT, VPNs, and firewalls
· Experience diagnosing voice-quality and connectivity issues using packet captures, call logs, and monitoring tools
· Familiarity with identity, authentication, certificates, and cloud service integrations

Specific Technical Skills
· Experience administering Microsoft Teams, Teams Phone, Direct Routing, and/or Operator Connect
· Hands-on experience with Cisco collaboration technologies, including but not limited to:
o CUCM,
o Unity Connection,
o Webex,
o CUBE, and/or
o Cisco voice gateways

Desired Skills
· Experience migrating from on-premises telephony to cloud calling platform(s), including but not limited to Microsoft Teams Phone and Webex Calling
· Knowledge of hybrid Cisco and Microsoft collaboration environments
· Experience with PowerShell, APIs, Python, and/or other automation tools
· Familiarity with ITIL practices and enterprise change-management processes
· Relevant certifications, such as:
o Cisco CCNA, CCNP Enterprise, and/or CCNP Collaboration
o Microsoft 365 Certified: Teams Administrator Associate
o Microsoft Certified: Teams Voice Engineer Expert (or current equivalent)
o ITIL Foundation
 

Key Skills

Education

Bachelor's degree