Key skills
CloudPythonTCP/IPUnityPowerShellAnalyticsCommunicationCollaboration
About this role
Role Overview
- Responsible for the administration, support, implementation, and ongoing optimization of Cisco-based voice and Unified Communications
- Support multiple customer environments with strong technical expertise
- Ensure high availability, performance, and customer satisfaction across voice and contact center platforms
- Collaborate with NOC, engineering, and service delivery teams to meet SLAs and customer expectations
- Provide operational support for Cisco Unified Communications platforms
- Configure and support Cisco Unified Communications Manager (CUCM), Unity Connection, gateways, and SIP integrations
- Troubleshoot complex voice, call routing, and QoS issues across LAN/WAN environments
- Create and maintain technical documentation, standard operating procedures, and network diagrams
- Participate in customer onboarding, migrations, upgrades, and platform lifecycle management
Requirements
- 5+ years of experience supporting Cisco voice and collaboration solutions
- Proven experience working in a managed services environment supporting multiple customers
- Hands‑on experience with CUCM, Webex Contact Center, Cisco UCCX, InformaCast, and CUBE
- Strong experience with Cisco CUCM, Unity Connection, SIP, and voice gateways
- Working knowledge of Webex Calling PSTN models
- Solid understanding of networking fundamentals including TCP/IP, QoS, VLANs, and WAN technologies
- Strong analytical, troubleshooting skills, documentation and ability to resolve complex, multi‑layer issues
- Excellent written and verbal communication skills
- Experience with Cisco Webex Calling Dedicated Instance or hybrid Cisco cloud voice deployments
- Experience with Microsoft Teams Phone or hybrid Cisco and Microsoft collaboration environments
- Familiarity with monitoring and alerting tools such as LogicMonitor, BigPanda, Control Hub analytics
- Experience using Wireshark, packet captures, Cisco RTMT, Control Hub troubleshooting
- Exposure to automation or scripting such as PowerShell or Python
- Prior experience working for a Managed Services Provider (MSP), NOC, or outsourced IT support organization
- CCNA or equivalent Cisco voice, network or collaboration experience
- CCNP Collaboration, Webex Calling, Webex Contact Center, or cloud voice training
Tech Stack
- Cloud
- Python
- TCP/IP
- Unity
Benefits
- Health, Vision, and Dental Insurance
- Life Insurance
- Health/Dependent Care Flexible Spending
- 401(k) Plan
- Short-Term and Long-Term Disability Coverage
- Generous Vacation and Flex Time Off Programs
- Company Paid Holidays
- Training and Development Opportunities