VOIP Engineer-Communications
Baton Rouge General, Baton Rouge, LA, United States
Description
Communications Engineer (UC / Contact Center)
Position Summary
The Communications Engineer is responsible for designing, implementing, supporting, and optimizing enterprise voice and contact center solutions. This role provides day-to-day administration and advanced troubleshooting for Cisco Unified Communications Manager (CUCM), Cisco Unity Connection, Cisco Unified Contact Center Express (UCCX), and Webex Contact Center (WXCC). The engineer collaborates with network, security, and service desk teams to ensure high availability, excellent call quality, and reliable customer and agent experiences.
Key Responsibilities
Cisco Unified Communications (CUCM)
- Administer CUCM call routing, dial plans, partitions/CSS, translation patterns, route patterns, SIP trunks, and device pools.
- Provision and support IP phones and softphones.
- Manage user onboarding/offboarding, extensions, emergency calling, and number management.
- Monitor system performance, call quality, and capacity.
Cisco Unity Connection
- Administer voicemail boxes, call handlers, auto attendants, and voicemail policies.
- Troubleshoot voicemail delivery, MWI, and call flow issues.
UCCX (Cisco Unified Contact Center Express)
- Configure and support agents, teams, CSQs, scripts, and reporting.
- Troubleshoot agent, IVR, and call distribution issues.
Webex Contact Center (WXCC)
- Configure agents, queues, routing strategies, and business hours.
- Support IVR flows, reporting, and agent desktop functionality.
Required Qualifications
- 3+ years of experience supporting Cisco UC and/or Contact Center solutions.
- Hands-on experience with CUCM, Unity Connection, UCCX, and Webex Contact Center.
- Strong understanding of VoIP protocols (SIP, RTP), codecs, and call flows.
- Experience troubleshooting complex voice and contact center issues.
Preferred Qualifications
- Experience with SIP trunks, CUBE, and PSTN integrations.
- Experience with Webex Control Hub and cloud-based contact center solutions.
- Experience in troubleshooting and ticket-creation with Carriers and ISPs
- Knowledge of ITIL processes and enterprise change management.
Soft Skills
- Strong communication and documentation skills.
- Ability to work independently and collaboratively.
- Customer-focused mindset with strong problem-solving skills.
Communications Engineer (UC / Contact Center)
Position Summary
The Communications Engineer is responsible for designing, implementing, supporting, and optimizing enterprise voice and contact center solutions. This role provides day-to-day administration and advanced troubleshooting for Cisco Unified Communications Manager (CUCM), Cisco Unity Connection, Cisco Unified Contact Center Express (UCCX), and Webex Contact Center (WXCC). The engineer collaborates with network, security, and service desk teams to ensure high availability, excellent call quality, and reliable customer and agent experiences.
Key Responsibilities
Cisco Unified Communications (CUCM)
- Administer CUCM call routing, dial plans, partitions/CSS, translation patterns, route patterns, SIP trunks, and device pools.
- Provision and support IP phones and softphones.
- Manage user onboarding/offboarding, extensions, emergency calling, and number management.
- Monitor system performance, call quality, and capacity.
Cisco Unity Connection
- Administer voicemail boxes, call handlers, auto attendants, and voicemail policies.
- Troubleshoot voicemail delivery, MWI, and call flow issues.
UCCX (Cisco Unified Contact Center Express)
- Configure and support agents, teams, CSQs, scripts, and reporting.
- Troubleshoot agent, IVR, and call distribution issues.
Webex Contact Center (WXCC)
- Configure agents, queues, routing strategies, and business hours.
- Support IVR flows, reporting, and agent desktop functionality.
Required Qualifications
- 3+ years of experience supporting Cisco UC and/or Contact Center solutions.
- Hands-on experience with CUCM, Unity Connection, UCCX, and Webex Contact Center.
- Strong understanding of VoIP protocols (SIP, RTP), codecs, and call flows.
- Experience troubleshooting complex voice and contact center issues.
Preferred Qualifications
- Experience with SIP trunks, CUBE, and PSTN integrations.
- Experience with Webex Control Hub and cloud-based contact center solutions.
- Experience in troubleshooting and ticket-creation with Carriers and ISPs
- Knowledge of ITIL processes and enterprise change management.
Soft Skills
- Strong communication and documentation skills.
- Ability to work independently and collaboratively.
- Customer-focused mindset with strong problem-solving skills.