CISCO VOIP 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 VoIP Engineer delivers daily administration, engineering, and upgrade support across CUCM, CUC, UCCX, CER, and related UC platforms while executing technical projects that maintain 99.98% or better device availability. Serving within a team of engineers, project managers, and technical staff, this role sustains infrastructure reliability for government operations and contributes directly to long-range system planning.

Key Responsibilities

• Perform analysis, design, development, programming, debugging, testing, and certification of Cisco UC applications and hardware.
• Perform end user Moves, Adds, Changes and Deletes within the UC environment.
• Apply basic routing, switching, and security skills to support the Cisco UC environment.
• Participate on project teams with engineers, project managers and technical staff.
• Troubleshoot end user and system issues in the Cisco UC environment.
• Support government initiatives by obtaining requirements and vendor quotes for equipment.
• Plan, organize, coordinate, and execute assigned technical projects, requiring expert analysis and direction to teams of specialists.
• Perform daily VoIP system checks and provide team members with infrastructure status reports detailing problems found and steps taken or required.
• Maintain all devices at 99.98% or better availability.
• Provide updates to as-built system documentation and write project plans for upgrades and maintenance.
• Evaluate emerging technologies to contribute to long-range planning for system evolution.
• Conduct market research and provide reports on best-in-industry directions.
• Open, present, and work on ServiceNow tickets for system maintenance, upgrades, and customer support.
• Practice robust knowledge management and documentation to support surge and emergency operations.

Required Qualifications

• Cisco Certified Network Professional (CCNP) or higher certification.
• 7 years of Cisco VoIP-related experience, or 15 or more years of Cisco VoIP experience.
• Experience with UCCX scripting and Finesse.
• Experience working independently to administer, engineer and support CUCM, CUC, UCCX and CER environments.
• Experience in service delivery, including managing expectations, consulting effectively and keeping customers informed of system changes and investigations.
• Familiarity with SMACS, UnifiedFX products, Cisco Expressway, Intrado/RedSky e911 services and ServiceNow.
• Ability to plan, organize, coordinate and execute technical projects.
• Ability to evaluate emerging technologies for long-range planning and technical review.
• Ability to conduct detailed market research and produce reports for management.
• Ability to communicate effectively orally and in writing to a variety of audiences.
• Ability to work in an environment with shifting priorities and assignments.
• Availability to travel locally and work outside regular business hours, including nights and weekends as needed.

Embedded within the Regional Cyber Center, the Cisco VoIP Engineer implements and maintains VoIP and VoSIP technology across Cisco Call Managers, CUBE, Gatekeeper routers, and Unified Communications systems in medium- to large DoD infrastructure environments. Working closely with Network Operation Centers and all regional sections, this role ensures uninterrupted voice and video call services while adhering to DISA STIG security fundamentals.

Core Functions

• Provide implementation of new, existing, and future VoIP and VoSIP technology following current industry best practices, including Cisco Call Managers, CUBE and Gatekeeper routers and Unified Communications systems.
• Manage and maintain Tier 1 Cisco Call Managers, Gatekeepers and Gateway equipment across all networks.
• Collaborate with all sections within the Regional Cyber Center and other Network Operation Centers to ensure VoIP traffic does not interfere with network data traffic.
• Provide a basic understanding of VMware vSphere infrastructure and virtual networking components for troubleshooting purposes.
• Provide expert technical support for existing and expanding VoIP networks, services, system upgrades, and equipment purchases while adhering to DISA STIG security fundamentals.
• Monitor and identify capacity, quality, and performance issues for VoIP traffic to ensure uninterrupted operation of telephony systems.

Qualifications & Experience

• Bachelor's degree in Computer Science, MIS, Information Systems, Engineering or a related field, or equivalent experience.
• 5 years of practical experience working with network and VoIP technologies.
• Experience with Cisco Unified Communications Manager, including voice, video, and IM capabilities.
• Experience working with Cisco CUBE and Gatekeeper routers.
• Experience managing and troubleshooting WebEx.
• High level of experience with data network systems, routing, switching and Layer 2 protocols.
• Solid background in TCP/IP and ability to troubleshoot all supported voice and video protocols.
• Ability to troubleshoot servers and infrastructure equipment.
• Ability to assess networking requirements and provide solutions.
• Ability to make accurate and independent decisions under pressure.
• Ability to perform in a fast-paced, deadline-oriented work environment and execute multiple complex tasks simultaneously.
• Excellent organizational, interpersonal, written, and verbal communication skills.
• Experience with a customer service-oriented environment.

Reporting to engineering leadership, the Cisco VoIP Engineer administers and troubleshoots CUCM 11x and higher while supporting new and enhanced IPT services across infrastructure projects in the telecommunications industry. Partnering with customer engineering groups, subcontract personnel, and outside parties, this role ensures compliance with laws, codes, and project requirements while sustaining operational network integrity.

Primary Duties

• Provide administration, troubleshooting, and support with CUCM 11x and higher.
• Assist in new and enhanced IPT services and determine operational impact and supportability.
• Assess impacts of non-standard IPT solutions on the operational network.
• Interface with customer engineering groups and outside parties to ensure compliance with laws, codes, agreements and project requirements.
• Partake in design and implementation of infrastructure solutions.
• Support project installation schedules and coordinate delivery and installation of all materials.
• Provide direction to subcontract personnel, contractors, warehousing, staging, and field personnel.

Education & Experience

• Bachelor's degree in an IT-related field.
• CCNA/CCNP Collaboration certification (required).
• CompTIA Network+ certification (preferred).
• Microsoft MCP certification (preferred).
• 3 or more years of professional experience as a Network or VoIP Engineer.
• Project management or related experience in the telecommunications industry, including managing technical projects.
• Extensive experience with administration, troubleshooting, and support of Cisco products and third-party solutions including CER, RTMT, Call Recording, CUBE, CDR and related tools.
• Experience conducting moves, adds and changes for Avaya/Nortel PBX systems.
• Extensive knowledge of telephony call flow and routing technologies.
• Familiarity with Voice Gateways and Gatekeepers utilizing MGCP, H.323 and SIP protocols.
• Understanding of voice and data cable infrastructure and troubleshooting.