UC Voice & Contact Center Support Specialist
Hybrid · Houston, Texas, United States or Dallas, Texas, United States
Job Summary
Global UC Voice and Contact Center support engineer role providing technical support and guidance to internal customers, contributing to design standards, and leading teams through critical issue resolutions and training. Requires significant Cisco UC expertise (CUCM/UCCE, CVP, CUIC, Jabber, Unity) and hands-on scripting, integrations with CRM and other systems, plus knowledge of SIP/SCCP/H.323/MGCP and a multi-PBX hybrid cloud environment. Role involves hybrid onsite work at multiple U.S. locations (Beachwood OH; Moon Township PA; Raleigh NC; Houston TX; Dallas TX; Southfield MI) with no relocation and a strong ITAR-compliant profile. Candidates should have a bachelor’s degree, 5+ years in IT support for Cisco Contact Center and 4+ years for Cisco IP Telephony, and be able to operate in a global follow-the-sun support context.
Required Qualifications
- Bachelor’s degree from an accredited institution is required
- Minimum 5 years of IT Support experience in Cisco Contact Center (UCCE)
- Minimum 4 years of IT Support experience in Cisco IP Telephony (VOIP)
- At least 5 years of hand-on work experience on Cisco Call Manager (CUCM) and Cisco Unified Contact Center Enterprise (UCCE) and associated applications
- Hands-on scripting knowledge on ICM, CVP (CVP Call Studio)
- Hands-on expertise on CUIC Reporting (Customization & New Reports)
- Experience with 3rd Party Integrations (CRM, Call/Screen recording, Chat & Email etc.)
- Knowledge of Cisco Call Manager Cluster (CUCM) in a multi-cluster environment including Unity Connection (Call Handler) and Jabber
- Hands-on experience on Cisco voice Gateways (including VXML Gateways)
- Experience of multi-PBX hybrid voice cloud environment (Hosted IPT and Contact Centers)
- Extensive knowledge of SIP, SCCP, H.323 and MGCP protocols
- Knowledge of Server and Networking principles pertaining to enterprise environment including VM, UCS, Backup, Storage, Load Balancing, Monitoring Tools etc.
- Strong knowledge of Cisco Prime collaborations
- Ability to test, configure and deploy Patches, Service Packs, Upgrades, Hot Fixes etc.
Additional Requirements
- ITAR requires U.S. person status (U.S. Citizen, U.S. Permanent Resident, Political Asylee, or Refugee)
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