CISCO VOICE ENGINEER JOB DESCRIPTION

Enterprise voice infrastructure has grown significantly more complex as organizations operate hybrid workforces spanning multiple continents and rely on real-time communications to sustain business continuity. When SIP trunk configurations drift or dial plan architecture goes unmanaged, call quality degrades, contact center queues stall, and end users lose confidence in IT. The Cisco Voice Engineer owns the design, administration, and escalation resolution of unified communications platforms within a corporate IT environment. ITIL-aligned incident management and CCNP/CCIE Collaboration certification paths frame how practitioners are evaluated and advance in this discipline.

The mandate of the Cisco Voice Engineer is to ensure that enterprise voice platforms, from call routing and voicemail to contact center and session border control, operate reliably and evolve in line with business requirements. Working within a tiered IT infrastructure organization, the engineer typically reports to a Network or Unified Communications Manager and operates across regional systems supporting thousands of internal users and external-facing contact queues.

Career Impact: Hands-on ownership of enterprise CUCM, UCCX, and SBC platforms builds the depth of technical credibility that supports progression to CCIE Collaboration certification and senior UC architect roles.

Business Impact: The reliability of voice systems across internal employee communications and customer-facing contact center queues depends directly on the configuration decisions and incident resolutions this role delivers.

Growth Opportunity: Experience spanning SIP trunk design, contact center scripting, and cloud migration to platforms such as Microsoft Teams Enterprise Voice positions engineers for high-demand roles in the accelerating UC modernization market.

• Design, configure, and maintain enterprise unified communications infrastructure spanning call routing, dial plan architecture, and contact center applications.
• Troubleshoot L2 and L3 voice incidents, performing root cause analysis and documenting findings for knowledge base and SOP repositories.
• Administer voicemail, emergency responder, and presence services, ensuring configuration accuracy and system availability.
• Monitor VoIP platform performance across the enterprise, identifying capacity trends and initiating remediation before user impact occurs.
• Coordinate upgrades, patching cycles, and migration activities with vendors, carriers, and internal network teams to maintain platform currency.
• Review and validate change controls affecting regional voice systems, serving as a technical escalation resource for service desk and NOC teams.
• Develop and maintain infrastructure documentation including dial plan records, topology diagrams, and standard operating procedures.
• Partner with business and IT stakeholders to translate call flow requirements into implemented voice solutions that improve internal and external user experience.

• Bachelor's degree in Information Technology, Telecommunications, or a related field, or equivalent work experience.
• 3 or more years of Cisco unified communications experience, with demonstrated hands-on administration of enterprise voice environments.
• Proficiency in SIP, H.323, MGCP, SCCP, and RTP protocol troubleshooting across voice gateways and session border controllers.
• Knowledge of enterprise dial plan design including route plans, calling search spaces, partitions, and E.164 number management.
• Experience supporting or administering contact center platforms within a tiered IT support structure.
• Familiarity with ITIL incident and change management practices as applied to voice infrastructure operations.
• Strong written and verbal communication skills, with the ability to present technical findings to non-technical stakeholders.
• CCNA Collaboration certification or equivalent demonstrated proficiency in Cisco voice technologies.

• CCNP Collaboration or CCIE Collaboration certification, reflecting advanced platform expertise across complex, multi-site deployments.
• Experience with cloud-based unified communications platforms and migration from legacy on-premises voice infrastructure to cloud or hybrid environments.
• Familiarity with call recording platforms and their integration within enterprise UC environments.
• Prior experience in a managed services or multi-customer support context, with exposure to SLA-driven incident prioritization.

• Mean time to resolution for L2 and L3 voice incidents, reflecting responsiveness to escalated production issues.
• Percentage of voice platform components current on approved firmware and patch levels, measuring configuration management discipline.
• Dial plan change error rate, indicating accuracy of administered route plan and calling search space modifications.
• Contact center queue availability rate, reflecting uptime and configuration reliability of UCCX or equivalent platforms.
• SLA adherence rate for incident tickets and service requests routed to the voice engineering tier.
• Typical tools: call management platforms (commonly CUCM, Unity Connection); contact center platforms (commonly UCCX, Cisco Finesse); session border controllers (commonly CUBE).

• Base Salary Range: $95,000 to $135,000 annually, depending on seniority and location
• Bonus: Annual performance bonus of 5% to 10% of base salary
• Equity: Rare at this level; RSUs possible at larger public employers
• Health Benefits: Medical, dental, and vision coverage; employer contribution standard
• PTO: 15 to 20 days annually, plus federal holidays
• Common Perks: Certification reimbursement, home lab stipends, on-call compensation, professional development budget

Figures are estimates based on general US market benchmarks and may be outdated. Adjust based on location, company size, and seniority level.

Work authorization in the United States is required; candidates must be eligible to work without employer sponsorship unless otherwise specified. Employment in this role is contingent on successful completion of a background check, which may include verification of prior employment and criminal history. Reasonable accommodations will be made for qualified individuals with disabilities throughout the application and employment process. All applicants are considered without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other characteristic protected under applicable federal, state, and local law.

The Cisco Voice Engineer owns end-to-end support of global voice over IP systems, configuring route plans, troubleshooting QoS classification, and optimizing voice and data contracts across the organization. Working alongside internal business teams and Cisco collaboration platforms, this role builds reliable telecommunications infrastructure that enhances the experience of internal and external customers.

Key Responsibilities

• Support global voice over IP systems and manage and optimize voice and data contracts.
• Provide support for Cisco VoIP applications including CUCM, CUC, UCCX, IMP, and Finesse.
• Serve as primary contact to resolve L2/L3 voice and collaboration-related issues.
• Maintain hardware and software environments on the latest service releases, patches, and firmware to ensure continuity of service and optimize performance.
• Maximize network performance by monitoring performance, troubleshooting network problems and outages, and scheduling upgrades.
• Drive continuous improvement of new and existing processes and solutions.
• Design, configure, and troubleshoot network and telecommunications infrastructure equipment, phones, and other peripheral equipment.
• Work with internal business teams to design and improve call flows to enhance the experience of internal and external customers.
• Design, configure, and troubleshoot QoS classification, marking, and prioritization of network traffic including voice and critical applications.
• Configure route plans, route lists, device profiles, calling search spaces, and partitions.
• Oversee routine health checks for all VoIP-based systems.

Required Qualifications

• CCNA or CCNP Cisco certification in Collaboration or Voice is an asset.
• 3 or more years of hands-on experience in Cisco Voice and Collaboration Solutions including CUCM, CUC, UCCX, Cisco Finesse, IM&P, Zoom, and Poly.
• Understanding of Cisco Expressways C and E for Jabber MRA and Cisco Edge Audio.
• Strong understanding of protocols and technologies including SIP, H.323, MGCP, SCCP, TCP/IP, UDP, SNMP, BGP, OSPF, DHCP, DNS, IPv4, Telnet, SSH, MPLS, POE, and the OSI Model.
• Experience with voice and video solutions including Cisco CUCM, voice gateways, SIP Protocol, and video devices.
• Knowledge of tools including PuTTY, MT Putty, SecureCRT, Wireshark, and RTMT.
• Background knowledge of Cisco Voice Routers and CUBEs, including ISR 4000, 4300, and 4400 series, as well as TSHOOT analysis.
• Good knowledge of LAN/WAN, Routing, and Switching.
• Understanding of CUCM CDR-based reporting tools such as Variphy.
• Strong analytical and problem-solving skills with a high level of organization.
• Team-oriented attitude with solid interpersonal skills and self-driven work style.
• Advanced English proficiency.

Embedded within a cross-functional support organization, the Cisco Voice Engineer delivers technical leadership for clients and internal teams, acting as the escalation point for complex voice and collaboration incidents. Working closely with vendor support organizations and internal engineering groups, this role advances the stability and performance of global network and systems infrastructure through root cause analysis and proactive issue resolution.

Core Functions

• Act as technical leader for the client and the team.
• Assist the team in technical escalations and solution tasks.
• Perform vendor interaction with internal and external support organizations.
• Communicate effectively and remain flexible in a 24x5 support model.
• Create and publish root cause analysis reports for critical incidents.
• Monitor, troubleshoot, and escalate production problems affecting global network and systems infrastructure.

Qualifications & Experience

• CCIE Collaboration or CCNP Voice/Collaboration certification.
• ITIL certification is an advantage.
• Thorough understanding of Cisco Voice and IPC Turrets.
• Expert knowledge of Cisco Contact Center Express (UCCX) including designing, troubleshooting, and scripting.
• Expertise in Cisco Unified Communication Manager versions 9.x, 10.x, and 11.x, Cisco Unity Connection, and Cisco IM and Presence.
• Expertise in troubleshooting issues related to Cisco Unified Call Manager, Cisco Jabber, Cisco Unity Connection, Voice Gateway (SIP, H.323), CUBE, Fax, and IP phones.
• Expertise in troubleshooting voice protocols including SIP, H323, MGCP, RTP, and SRST.
• Knowledge of telecom infrastructure protocols including ISDN, analog signaling, and SIP.
• Hands-on experience in integration of third-party applications with Cisco Voice environments.
• Knowledge of Voice and Video Recording Servers including NICE, AQM, and other third-party recording systems.
• Hands-on experience in upgrading and migrating Unified Communication products on the UCS platform.

Reporting to voice services leadership, the Cisco Voice Engineer shapes the future direction of voice and collaboration systems by provisioning and maintaining PRI and SIP voice circuits and contributing to unified communication strategy. Partnering with voice services engineers and administrators, this role delivers documentation, Visio diagrams, and system maintenance that support audit compliance and operational continuity.

Primary Duties

• Provide support for ordering, provisioning, and maintaining PRI and SIP voice circuits.
• Maintain systems and documentation as needed for audits and compliance.
• Participate in the on-call voice services rotation.
• Work alongside unified communication services team members to help define the future direction of voice and collaboration systems.
• Collaborate with voice services engineers and administrators.
• Create and update Visio diagrams.

Skills & Qualifications

• Expert knowledge of Cisco voice services including CUCM, CUBE, Jabber, Unity Voicemail, SIP Trunk configurations, Session Border Controllers, and related tools.
• Knowledge of SIP, H.320, and H.323 telephony protocols.
• TCP/IP networking knowledge.
• Working knowledge of Microsoft Enterprise Voice and Teams.
• Knowledge of desktop voice peripherals including headsets and speakerphones.
• Excellent written and presentation skills.
• Strong verbal and written communication skills.
• Ability to adapt to new technologies and teach others as technology changes.

Sitting at the intersection of telecommunications administration and end-user support, the Cisco Voice Engineer leads second-level troubleshooting of Cisco Unified Communications solutions, including Call Manager, Call Center Express, and Unity Connection voicemail across the organization. Operating across technical and non-technical stakeholder groups, this role ensures systemic issues are escalated appropriately and that infrastructure documentation, dial plans, and trunking layouts remain current and accurate.

Duties

• Provide second-level support for maintaining, troubleshooting, and administering the telecommunications platform, phones, and users.
• Administer Cisco Unity Connection voicemail and Cisco Emergency Responder.
• Coordinate with vendors to troubleshoot and repair branch office voice gateways and circuits.
• Maintain department documentation, standards, and end-user instruction documentation.
• Set up, configure, and test Cisco Unified Communication solutions.
• Create project documentation of site telephony infrastructure including dial plans and trunking layout.
• Support and maintain Cisco Call Manager and Cisco Call Center Express.
• Ensure systemic issues are escalated appropriately, and that documentation is created and kept up to date.
• Communicate technology effectively to both technical and non-technical employees.

Requirements

• High school diploma or GED required; Associate, vocational, or technical degree in computer science or information technology preferred.
• CCNA certification preferred.
• 3 to 5 years of experience supporting Cisco Unified Communications Suite.
• Intermediate knowledge of administering Cisco Call Manager.
• Intermediate knowledge of administering Cisco Unity Connections and Cisco Emergency Responder.
• Proficiency with branch-level voice gateways, telephony circuits, and dial peers.
• Proficiency with Cisco phones, ATAs, and video endpoints.
• Proficient customer service skills with excellent verbal and written communication skills.

A key member of the telecommunications engineering team, the Cisco Voice Engineer leads project management and implementation for fixed and mobile voice-related projects, including configuration, upgrade, and expansion of telephony systems. Collaborating across carrier partners and internal stakeholders, this role builds service reliability through telephony traffic measurements, performance management, and expert support for customer voice-related technical problems.

Functions

• Lead project management and implementation for fixed and mobile voice-related projects.
• Troubleshoot technical problems in telephony systems and networks and provide expert support for customer voice-related technical problems.
• Conduct testing, certification, and acceptance of new voice systems, functionalities, and services.
• Configure and test voice interconnections with other carriers.
• Manage performance through telephony traffic measurements, resulting in the design and implementation of service-improving actions.
• Communicate with and control vendors during expansion or support activities.

Experience & Qualifications

• Engineering degree, preferably in Telecommunications.
• Experience in performance and fault management.
• At least 3 years of experience in operation and maintenance of mobile and/or IMS systems.
• Very good knowledge of communication protocols including SIP, ISUP, H.248, DIAMETER, MAP, SCCP, TCAP, and CAMEL.
• Strong command of English and fluent verbal and written communication.
• High level of problem-solving capability suited to complex and varied network-related issues.
• Ability to apply virtual team management principles in a geographically dispersed workforce.
• Strong communication and interpersonal skills with the ability to work in a team.

Delivering reliable voice solutions to enterprise customers depends on the Cisco Voice Engineer, who responds to trouble tickets, designs and deploys customer solutions, and participates in pre-sales and deployment activities across voice products and technologies. Based within engineering and project teams, this role shapes customer outcomes by ensuring voice-related needs are met through maintenance, administration, and upgrades to respective environments.

Accountabilities

• Respond to customer-generated trouble tickets and service requests.
• Provide support to engineering and project teams.
• Design and deploy customer solutions.
• Engage with internal and external customers to ensure voice-related needs are met.
• Perform maintenance, administration, releases, upgrades, and changes to respective environments.
• Prioritize and work effectively under pressure.

Technical Qualifications

• Cisco Professional Level Certifications: CCNP Voice, CCVP, or CCNP Collaboration.
• Experience with Cisco Unity voicemail integration with Microsoft Exchange and Outlook.
• Experience with IP paging and IPC Unity communications platform.
• Experience with Voice over Internet Protocol (VoIP) Cisco hardware and management tools.
• Experience with Cisco Call Manager, Unity, UCCX, Jabber, Cisco Meeting Server, and VTC.
• Technical knowledge of SIP trunking, CUBE configuration, and troubleshooting.
• Excellent interpersonal and customer service skills with strong written and oral communication skills in English.
• Self-motivated and goal-oriented with strong analytical and troubleshooting skills.
• Good time management skills and ability to work in a fast-paced, changing environment.

As the Cisco Voice Engineer, this role delivers personalized white-glove service to end users through day-to-day move, add, and change configuration across Cisco VoIP, IPC Voice, NICE Recording, and A/V products, following complex voice design and implementation scopes. The Telemedia team relies on this work to maintain system uptime, manage project plans and roadmaps, and ensure SLAs for incidents tracked in ServiceNow and Jira are consistently met.

Activities

• Use various management portals to move, add, and change user phone configurations, voicemail, and other basic programming.
• Perform daily quality assurance activities to ensure uptime and standardization via VSphere, VCenter, iLO, iDRAC, and CIMC.
• Demonstrate superior ability to manage and navigate complex escalations.
• Oversee Telemedia video and voice projects.
• Create and maintain all project documents including drawings, specifications, scope of work, and maintenance schedules.
• Maintain a thorough understanding of Telemedia products, including Cisco VoIP, IPC voice, NICE recording, Cisco video conference software and hardware, and basic firewall.
• Facilitate occasional training sessions for team members and end users.
• Create and manage project plans, schedules, and roadmaps for the calendar year.
• Function as SME for internal and external communication and documentation for associated Telemedia products.
• Coordinate activities with local facilities, carriers, and support vendors.
• Meet all targets and SLAs for incidents identified in ServiceNow and projects tracked in Jira.
• Troubleshoot and support A/V network environments including Cisco Routers and Switches at layer 2 and 3 and coordinate with Telco and third-party providers.
• Ensure inbound service requests and critical alerts are handled promptly.
• Process customer repair requests by coordinating with vendors and manufacturers.

Position Requirements

• Academic achievement equivalent to a four-year college degree in Computer Science, Electronics, or a telecommunications-related field.
• CCNA or higher Route Switch and/or Collaboration certification; CTS certification preferred.
• Hands-on experience supporting Cisco Call Manager and Unity.
• Experience with Cisco Unified Communications Manager 11x or above.
• Experience with Cisco Unity Connection 11x or above including voicemail creation, deletion, resets, and self-service portals.
• Experience with UCCX 1x or above, including Contact Center Express and Finesse.
• Experience with NICE recording including full enterprise deployment with analytics and N+1 configuration.
• Experience with SolarWinds monitoring platforms including NPM and NCM.
• Experience with IPC Trade Phones (UNIGY Ver 2).
• Knowledge of VoIP and video protocols including SIP, SCCP, MGCP, H323, TCP/IP, UDP, RTP, VLANs, QoS, PRI E1/T1, SNMP, NTP, Multicast, and Unicast.
• Basic understanding of layer 2 and 3 Cisco routing and switch technologies.
• Basic understanding of VMware and virtualization technology.
• Proficiency in Microsoft Office, Lucid Charts, and ServiceNow.
• Strong work ethic with excellent organizational and time management skills suited to supporting a large user base.

Cisco Voice Engineer builds and deploys synchronous collaboration solutions, including Webex, UCM Calling, MS Teams, Zoom, and Pexip, as part of a cross-disciplinary Digital Workplace Experience team responsible for driving adoption of end-user technologies. Success in the position means aligning IS strategy with business goals, establishing relationships with internal and external partners to integrate emerging technologies, and ensuring security and reliability across collaboration platforms.

Operational Focus

• Assist in the design, development, configuration, and deployment of projects related to synchronous collaboration technologies such as Webex, UCM Calling, MS Teams, Zoom, Pexip, and similar platforms.
• Interact with IS managers and vendors to identify and evaluate new technology products.
• Partner with business users to elicit and translate business requirements into technological solutions.
• Review business requests for system enhancements and undertake cost evaluation, standards reviews, and prioritization.
• Deploy or upgrade systems or technical solutions to meet business requirements for functionality and reliability.
• Align IS strategy and planning with business goals and objectives in collaboration with the Principal Architect and Senior Manager.
• Provide consensus-based, scalable, and adaptable solutions.
• Establish relationships with internal and external partners to drive roadmaps from existing platforms to integrate with emerging technologies.
• Identify upcoming technologies and industry trends to propose new technology or upgrades.
• Write and maintain system documentation including admin SOPs, user guides, and knowledge base articles.
• Work with Global Information Protection teams to evaluate the security of existing and new platforms and assist with deploying remediation solutions.
• Work with operational teams and service providers to troubleshoot and resolve issues beyond L1 to L3 capabilities.

Knowledge Skills & Abilities

• High school diploma or GED with 10 years of experience as a Unified Communications Engineer or in a similar role.
• Relevant UC and/or AV certifications such as CTS-D, CCIE, CCNA, or MS-740 Teams Support Engineer.
• Direct experience building, deploying, or upgrading three or more platforms across Cisco UC, Microsoft UC, SaaS/VCaaS voice and video systems, or legacy video conference systems and codecs.
• Strong understanding of video and voice over IP protocols including SIP, H323, H264, H265, Opus, and G722.
• Working knowledge of AV products such as Crestron, Extron, Cisco, Biamp, and LG Displays.
• Knowledge of basic networking principles including DNS, ISE, QoS, AVB, Dante, and Multicast.
• Strong understanding of Microsoft Office including Outlook, Excel, PowerPoint, and Visio.
• Experience with application security controls such as SSO/SAML, data retention policies, encryption, and firewall policies.
• Experience with scripting and automation tools including PowerShell, Python, VBA, Power Automate, or UiPath.
• Experience with Agile methodologies and JIRA.
• Strong organizational skills and understanding of the project management lifecycle.

The Cisco Voice Engineer owns the migration of legacy Mitel and Cisco PBXs to Microsoft Teams Enterprise Voice and leads daily operations of the platform in partnership with global IT operations teams. Working alongside offshore voice teams and network platform groups, this role delivers architecture improvements focused on reliability, mobility, and end-user experience while enabling 24x7 global support through standard operating procedures and mentoring.

Key Deliverables

• Manage migration of legacy Mitel and Cisco PBXs across all sites to Microsoft Teams Enterprise Voice.
• Lead daily operations of the Microsoft Teams Enterprise Voice platform together with global IT operations partners.
• Provide leadership, guidance, and mentoring for offshore voice teams.
• Develop, maintain, and provide improvement recommendations on the overall voice architecture focused on reliability, mobility, and end user experience.
• Support Microsoft Teams Enterprise Voice and provide training to global teams to address incidents, changes, and problems in adherence with ITIL practices.
• Create standard operating procedures for global offshore teams to provide 24x7 support, including Severity 1 and Severity 2 incident escalations.
• Provide network support for global network platforms including LAN/WAN, Checkpoint firewalls, Aruba wireless and switches, and other platforms.

Professional Experience

• Bachelor's degree from an accredited institution with several years of experience in the Unified Communications domain.
• Knowledge and experience in complete design and deployment of Microsoft Teams Enterprise Voice in a cloud-based environment.
• Experience with Mitel and Cisco voice platforms, Session Border Controllers, media gateways, centralized SIP trunks, AudioCodes, DECT technology, E1/T1/PRI lines, fax protocols, and POTS lines.
• Expertise in troubleshooting end-to-end business-critical issues including network services, components, and integrated video and audio conferencing.
• Knowledge of Unified Communications and Collaboration industry standards and trends, including contact center trends, auto attendants, call queues, and integration with cloud-based systems.
• Competency in LAN/WAN technologies, wireless networks, firewalls, and network protocols including BGP and OSPF.
• Fluent English and German language skills, mandatory.

Embedded within a voice network infrastructure team, the Cisco Voice Engineer develops long-term UC design strategy, contributes to core voice architecture, and provides daily administration for all voice network infrastructure, including phones, headsets, voicemail, and call center applications. Working closely with tier 2 and tier 3 operations groups and engineering partners, this role advances service quality by diagnosing incidents, identifying risks, and evaluating emerging SIP products and technologies.

Areas of Ownership

• Provide technical expertise in implementations of voice network infrastructure including Cisco Call Manager, Cisco UCCX, scripting, voice gateway, and SIP implementation and migration.
• Contribute to long-term UC design strategy and roadmap, core voice architecture, establishment of engineering standards, and best practice guides.
• Diagnose, resolve, and follow up on incidents, problems, and alarms regarding phone systems, voice network systems, and call center applications.
• Provide daily administration for all voice network infrastructure, including requests for new phones, headsets, voicemail, auto-attendant, call flows, and system upgrades.
• Identify voice issues and risks and develop mitigation plans.
• Design, implement, support, and evaluate voice system tools and services.
• Evaluate and recommend new and emerging voice SIP products and technologies.
• Participate in tier 2 and tier 3 voice operations support and maintain 24x7x365 coverage.
• Define, plan, and coordinate UC projects.

Education & Experience

• Bachelor's degree in Information Technology or comparable experience.
• 5 or more years of experience supporting Cisco Unified Communications and Contact Centers.
• Experience managing and deep understanding of SIP CUBE gateways, Cisco SIP Phones, Cisco voice gateways, PRI circuits, analog gateways, and UCCX scripting.
• Experience with Express and Enterprise Contact Center solutions.
• Strong understanding of network principles.
• Prior experience with Five9 contact center platform is an advantage.
• Prior experience with Teams Calling is an advantage.

Reporting to NOC leadership, the Cisco Voice Engineer shapes network performance by serving as the lead technical resource and escalation point for 24/7 network support, monitoring infrastructure assets, and analyzing alerts generated by monitoring tools. Partnering with carriers and the Network Engineering team, this role delivers timely resolution of trouble tickets, peer review participation, and trend analysis that strengthens the reliability of production network environments.

Role Responsibilities

• Develop appropriate standards, policies, and procedures and recommend network enhancements as part of the NOC team.
• Collaborate with the Network Engineering team and participate in peer reviews.
• Maintain documentation in accordance with established policies and procedures.
• Provide 24/7 network support and act as the lead technical resource and escalation point within the NOC team.
• Monitor infrastructure technology assets and provide ongoing trend analysis.
• Analyze and report network alerts generated by monitoring tools.
• Open and escalate tickets according to defined severities with appropriate urgency.
• Act as second-level contact for all trouble ticket issues in the NOC.
• Interface with carriers and track open tickets through to resolution.

Background & Experience

• 5 or more years of relevant experience in a NOC or production support environment as a second-level support engineer and escalation point providing onsite and remote 24x7 support.
• 5 or more years of hands-on experience with IS-IS and IOS at the L2 Network Engineer level.
• Cisco and Avaya experience is an advantage (5 years).
• Experience with RTTS, XMC, SolarWinds, Footprints, and ServiceNow is an advantage.
• Experience with Extreme Networks.
• Understanding of the difference between IBGP and EBGP.
• Ability to follow through and bring closure to all incidents.

Sitting at the intersection of technical engineering and regional operations, the Cisco Voice Engineer leads implementation of defined Cisco voice solutions, serves as a technical escalation resource for system downtimes, and acts as a peer reviewer for change controls involving applicable regional systems. Operating across IT peer groups and Cisco Administrator teams, this role builds consistency in voice infrastructure by executing test procedures, validating system upgrades, and driving service improvements through root-cause analysis.

Job Functions

• Provide input toward Cisco voice strategy and roadmap development.
• Focus on implementation of newly defined or existing solutions according to approved designs.
• Serve as a technical escalation resource during system downtimes and when addressing regional system impacts.
• Identify optimization opportunities and drive service improvements through root-cause analysis.
• Act as a peer reviewer for change controls involving applicable regional systems.
• Execute test procedures and validate features and functionality for system upgrades and changes.
• Work collaboratively with IT peer groups to ensure system implementation is conducted within standard operating procedures.
• Participate as technical lead in the implementation of defined solutions, product upgrades, or medium-impact changes within the applicable region.
• Serve as a technical resource for Cisco Administrators for incident management and customer issue resolution.

Minimum Qualifications

• Bachelor's degree in Telecommunications or Networking or equivalent work experience.
• CCNA Collaboration certification; CCNP Collaboration preferred.
• 4 or more years of experience with Cisco Voice, including CUCM, CUC, and UCCX.
• Experience with call recording solutions and functional knowledge of SIP, MGCP, SCCP, and other voice-related protocols.
• Experience with large deployments and utilizing Cisco system tools to create efficiencies.
• Experience integrating Cisco voice with other telephony solutions.
• Experience supporting or maintaining an enterprise dial-plan and centralized voice solutions for regional systems.
• 2 to 4 years of SME experience in an enterprise-sized Cisco voice environment preferred.

A key member of the managed services support team, the Cisco Voice Engineer responds to customer support requests through incident tickets, phone calls, and email, troubleshooting advanced problems and participating in on-call rotation to maintain network reliability for clients. Collaborating across team members and internal project groups, this role builds a technical skill set through continued certification training and delivers quality customer service across all communication channels.

What You'll Do

• Respond to customer support requests through incident tickets, phone calls, and email.
• Interact with clients with professionalism and promptness.
• Solve problems through collaboration with team members and maintain quality customer service across all communication channels.
• Document resolutions and build knowledge base articles.
• Take a proactive approach to incidents to reduce recurring issues.
• Troubleshoot advanced problems with a high-level overview of client environments.
• Engage in continued certification training to improve technical skillset.
• Participate in internal projects and designs.
• Maintain relevant certifications for vendor partnership levels.
• Participate in on-call rotation and track time, activity, and communication through applicable systems.

Required Qualifications

• Associate or bachelor's degree in Information Technology or equivalent relevant work experience.
• Minimum 6 years of experience administering and supporting networking technologies.
• Experience with MSP or professional services environments is an advantage.
• Experience with High Availability concepts including HSRP, VRRP, Active/Active, and Active/Passive.
• Strong fundamental knowledge and experience with switches, routers, and firewall functions including NAT/PAT and VPN.
• Strong understanding of EIGRP, OSPF, BGP, MPLS, and VPLS.
• Understanding and working knowledge of Radius, LDAP, and 802.1x.
• Knowledge of Spanning Tree and Port-Channels.
• Understanding of SD-WAN, QoS, and traffic shaping.
• Ability to design detailed network drawings.

Reducing cost and risk across global voice products depends on the Cisco Voice Engineer, who manages business, technology, and risk-driven programs covering Carrier products, IP-PBX, Cloud-PBX, Voicemail, and SBC across a firm-wide scope. Serving as the escalation authority for critical voice platform issues, this role shapes deployment models, engineering standards, and operational workflow processes that sustain multi-site voice communication systems at enterprise scale.

Day-to-Day Responsibilities

• Manage business, technology, and risk-driven programs and projects across voice products to ensure they meet firm requirements, covering Carrier products, IP-PBX, Cloud-PBX, Voicemail, and SBC.
• Design deployment models, standards, upgrade procedures, and monitoring procedures for voice platforms.
• Interface with global team members to provide consistent product offerings.
• Perform engineering and design reviews and manage product lifecycles for voice platforms.
• Provide escalation support and advanced troubleshooting of critical issues on voice platforms.
• Document the design, architecture, monitoring, and support aspects of supported platforms.
• Analyze production outage trends and recommend long-term product fixes.
• Engineer and streamline operational workflow processes.

Qualifications & Experience

• Minimum 4 years of experience in design, deployment, and support of voice platforms.
• Experience with Networking, Security, and VMware.
• Hands-on experience with Cisco voice products including Communications Manager and Unity Connection.
• Experience with Cloud Migration including SIP, SBC, and AWS.
• Experience with enterprise voice products such as Asterisk IP-PBX and Audio Conferencing bridges.
• Understanding of Voice Integration APIs.
• Experience in Telecom Carriers management.
• Experience in engineering, deployment, and support of large-scale, multisite voice communication systems.
• Thorough understanding of voice communication concepts and protocols including SIP, SDP, and TDM/PSTN.
• Ability to clearly document deployment designs and related management and support procedures.

As the Cisco Voice Engineer, this role leads support and maintenance of the trader voice platform (IPC) and voice recording infrastructure (NICE), with principal accountability for quality assurance, system upgrades, and monitoring to ensure product sustainability across trading systems. The trading operations team relies on this work to maintain high availability, manage BCP exercises, and sustain UNIGY UMS platform performance through routine maintenance, patching, and infrastructure consulting.

Scope of Work

• Support business units with issues and requests related to the UNIGY UMS platform.
• Perform MAC changes and create users with appropriate licensing assignments.
• Manage and implement private line requests including MRD, ARD, HOOT, and Open Connection configurations.
• Monitor system health for all trading systems and voice recording platforms.
• Configure NICE recording users and manage SIP integration with NICE and IPC.
• Escalate issues to IPC Unigy trading system and NICE recording system when internal resolution is not possible.
• Manage BCP-related exercises and ensure high availability and stability of all trading systems.
• Perform routine maintenance and patching to keep systems at the highest uptime.
• Perform infrastructure system management, consulting, and integration across multiple trader voice systems.
• Research, analyze, and recommend system improvements and enhancements.
• Develop and manage operational and preventive maintenance checks for all UC systems.
• Create and maintain run books and databases, including documentation for all product hardware, software, and operations manuals.

Skills & Qualifications

• IPC Certified Unigy Administrator.
• 5 or more years of experience with IPC UMS.
• 5 or more years of NICE administration experience.
• 5 or more years of Cisco CUCM experience.
• Knowledge of IPC endpoints and configuration options including IQMAX, Touch, and Pulse.
• Knowledge of IPC Enhanced Voice Services (EVS).
• Understanding of SIP trunking with Cisco and IPC integration.
• Knowledge of dial plan and E.164 format best practices.
• Understanding of NICE configurations, troubleshooting, and CUCM integration.
• Excellent knowledge of SIP signaling and voice and video traffic.
• Proficiency in Microsoft Office Suite including Visio, Excel, Outlook, and Word.
• Strong analytical skills with the ability to organize and interpret data from various sources.
• Excellent written and verbal communication skills with a collaborative and proactive work approach.

Cisco Voice Engineer manages a wide array of voice infrastructure systems, including CUCM, Unity Connection, WebEx, and Microsoft Teams, as part of a team responsible for installation, maintenance, and monitoring of voice, wireless, LAN, and WAN network infrastructure. Success in the position means leading technology evaluations, performing capacity planning, driving improvements to IT support processes, and ensuring critical voice and collaboration projects are completed to defined implementation standards.

Work Activities

• Provide day-to-day technical software and hardware support as part of a team responsible for installation, maintenance, and monitoring of voice, wireless, LAN, and WAN network infrastructure.
• Lead work efforts for ongoing critical projects in voice recording and unified communications.
• Facilitate the acquisition and integration of new technology into the environment and identify its value to the organization.
• Research technical concepts and educate other team members as needed, including presenting proposed projects to IT management.
• Lead technology evaluations and provide expertise on application integration, design, security, and reliability.
• Collaborate with other design teams within IT.
• Perform capacity planning and keep IT management informed of system capacity needs.
• Recommend improvements to systems and IT support processes and define implementation standards.
• Track and complete assigned IT projects in a timely and quality-focused manner, adhering to implementation, quality control, and change control standards.

Requirements

• Bachelor's degree or equivalent relevant experience in Information Technology.
• Minimum 3 years of Cisco networking and Cisco Voice experience.
• Experience with global operational and administrative functions across Unified Communications technologies including CUBE, SIP trunk implementation, and SIP protocol troubleshooting.
• Experience with large-scale enterprise Cisco Unified Communications and Collaboration solutions including design, implementation, and support.
• Knowledge of Cisco UC portfolio including Communications Manager, UCCX, Unity Connection, Unified Presence (Jabber), Cisco Finesse, Emergency Responder, Attendant Console, WebEx, Routing, and Voice Gateways.
• Experience with Contact Center Express, Expressway, and Prime Collaboration.
• Working knowledge of Video Conferencing, Telepresence, and WebEx solutions.
• Global dial plan development and administration experience.

The Cisco Voice Engineer owns the resolution of advanced UC incidents involving CUCM, CMS, TMS, WebEx, and Microsoft Teams while conducting knowledge-sharing sessions with junior team members and contributing to Standard Operating Procedures and the Knowledge Base. Working alongside Service Desk, Network Operations Security Center, and Tier II support teams, this role builds a resilient UC environment by handling technical escalations, coordinating patching cycles, and ensuring STIG compliance across the collaboration infrastructure.

Performance Expectations

• Manage, troubleshoot, and maintain Cisco VoIP systems.
• Ensure compliance with current security policies and perform remediation.
• Apply modern configuration management practices to endpoint management.
• Proactively monitor and measure system performance to detect trends and catch problems before users are impacted.
• Respond to system alerts, triage, troubleshoot, and resolve incidents.
• Handle incoming technical escalations from Service Desk, Network Operations Security Center, Tier II, and other support teams.
• Document, track, and coordinate incidents in BMC Remedy.
• Join troubleshooting bridge calls for major incidents.
• Perform patching, updates, upgrades, refreshes, and other maintenance activities.
• Communicate directly with end users as necessary to resolve issues and complete requests.
• Implement new and improved processes, change processes, perform new tasks, create reports, and address ad hoc requests based on management recommendations.
• Contribute to documentation in the Knowledge Base, Standard Operating Procedures, work instructions, and job aids.
• Conduct knowledge-sharing sessions with more junior team members.

Experience & Qualifications

• CompTIA Security+ certification and Cisco Certified Network Associate (CCNA) certification.
• CCIE or CCNP Collaboration on Telepresence/Video.
• 5 or more years of applicable experience.
• Expert hands-on experience with Cisco Unified Call Manager (CUCM), Cisco VoIP, Cisco Meeting Management (CMM), Cisco Meeting Server (CMS), Cisco Telepresence Management Suite (TMS), Cisco Unified Contact Center, Expressway, WebEx, and Microsoft Teams.
• Expert experience with Cisco Emergency Responder (CER), Cisco Unity Connection (CUC), Cisco Presence Server (IM&P), UCCX, Cisco Finesse, and Cisco Unified Contact Center Enterprise (UCCE).
• Expert knowledge of UC and how it works in a collaborative environment over switching, routing, firewall, load balancers, cloud, MPLS, QoS, and WAN technologies, with the ability to document using Visio.
• Experience implementing, troubleshooting, and maintaining UC-related technologies including telephony and voicemail, enterprise web conferencing, SIP Trunking, Instant Messaging, and Call Center.
• Experience and understanding of dialing protocols including H323, E164, and SIP.
• Familiarity with STIG findings and remediation.

Embedded within a unified communications engineering organization, the Cisco Voice Engineer delivers strategic direction on product enhancements and system integrations, deploying soft and physical Teams endpoints, automating phone number enablement, and serving as a key liaison with Microsoft and internal legacy voice and architecture teams. Working closely with peers, colleagues, and managers across technology domains, this role advances the Microsoft Teams Voice platform by managing hardware and software licensing, performing capacity analysis, and cross-training team members on infrastructure solutions.

Core Responsibilities

• Deploy soft and physical Teams endpoints and write scripts to automate the enablement and removal of phone numbers.
• Test and certify Teams phones from various manufacturers.
• Perform administration, configuration management, and operational maintenance of systems.
• Monitor system performance and conduct fine-tuning as necessary.
• Assist in maintaining data integrity and security.
• Perform capacity analysis and forecasting for infrastructure resources.
• Manage hardware and software licensing and lifecycle.
• Provide support for development, test, and production environments.
• Serve as a subject matter expert and cross-train with other team members across technology domains.
• Communicate with end users to provide timely and accurate information and status updates.
• Design, build, enhance, and integrate infrastructure required to support various platforms and the business portfolio.
• Troubleshoot and resolve first-level network and wireless issues.
• Collaborate and consult with peers, colleagues, and managers to resolve issues and achieve goals.

Technical Qualifications

• Microsoft 365 Certified: Teams Voice Engineer Expert.
• Microsoft 365 Certified: Teams Administrator Associate.
• IT Infrastructure Library Certification (ITIL).
• 2 or more years of Technology Infrastructure Engineering and Solutions experience.
• 1 or more years of experience certifying and deploying MS Teams endpoints.
• Extensive knowledge of Operator Connect deployments and all Microsoft Cloud PBX features and system and user administration.
• Knowledge of Teams conference room platforms and Microsoft Exchange Unified Messaging.
• Knowledge of PowerShell scripting and prior Python development experience.
• Prior experience implementing Teams Voice through direct routing and Skype to Teams migration.
• Knowledge of traditional voice environments including PBXs (Cisco and Avaya), Session Border Controllers (Ribbon preferred), media gateways, SIP trunks, codecs, voicemail integration, international call routing, and NICE or Verint call recording platforms.
• Knowledge and understanding of technology testing, build and deploy processes, and release management.
• Knowledge and understanding of Business Continuity Plan and disaster recovery procedures.
• 2 or more years of information security experience.