Job Overview:
Pay Range: $65.00hr - $70.00hr
Requirement/Must Have:
- Experience administering Cisco Unified Communications environments.
- Experience performing telephony MACD activities.
- Experience supporting Cisco Call Manager and Unity Connection.
- Experience provisioning contact center agents in UCCE or similar contact center platforms.
- Experience working within an enterprise ticket management environment.
Responsibilities:
- Perform daily moves, adds, changes, and deletions (MACDs) within Cisco Unified Communications Manager (CUCM), Cisco Unity Connection, and Cisco Unified Contact Center Enterprise (UCCE).
- Create, modify, and deactivate user accounts and device profiles.
- Assign and manage phone extensions according to established location-based numbering plans.
- Configure user profiles in accordance with organizational naming standards and telephony policies.
- Provision and maintain voicemail accounts and associated settings.
- Configure contact center agent accounts, including Agent IDs, Team assignments, Skill group assignments, Peripheral associations, and Agent profile updates.
- Validate configurations and ensure accuracy of routing and telephony assignments.
- Process incidents and service requests within established SLAs.
- Maintain documentation of telephony changes and configuration activities.
- Perform quality checks on completed provisioning activities.
- Coordinate with business units, contact center leadership, and technical teams on telephony requests.
- Respond to telephony-related incident tickets.
- Troubleshoot and resolve basic Cisco collaboration issues.
- Investigate and assist with Webex softphone login failures, Cisco Finesse login issues, and voicemail access problems.
- Address extension and device registration issues and basic call routing concerns.
- Escalate complex issues to appropriate engineering or support teams.
- Communicate status updates and resolutions to end users and stakeholders.
Nice to Have:
- Cisco Contact Center expertise beyond basic UCCE administration.
- Knowledge of Cisco Call Manager Calling and Cisco UCCE.
- Familiarity with SIP and VoIP technologies.
- Experience with Webex softphone deployments.
- Understanding of telephony routing concepts and call flows.
- Experience working within enterprise service management processes (ITIL).
- Exposure to workforce management or contact center operations.
- Experience documenting procedures and maintaining operational runbooks.
- Active Directory user management experience.
Skills:
- Cisco Unified Communications Manager (CUCM) administration.
- Cisco Unity Connection administration.
- Cisco Unified Contact Center Enterprise (UCCE) administration.
- User provisioning and account management.
- Extension and dial plan administration.
- Voicemail management.
- Agent onboarding and offboarding.
- Skill group assignment and maintenance.
- Team and agent configuration.
- Contact center user administration.
- Basic telephony troubleshooting.
- Cisco Finesse support.
- Webex application support.
- Incident and service request management.
- Root cause identification and problem resolution.
- Windows desktop troubleshooting.
- Microsoft Office applications.
Benefits:
Our Benefits Include:
- Medical, Dental, and Vision Insurance
- 401(k) Retirement Plan
- Health Savings Account (HSA)
- Disability Insurance (Short-Term and Long-Term)
- Life and AD&D Insurance
- Paid Sick Leave (where required by applicable state or local law)
- Supplemental Insurance Plans
- Identity Theft Protection
- Pet Insurance
- Employee Wellness Programs
- Employee Assistance Program (EAP)
- Career Growth and Professional Development Opportunities
Disclaimer: Benefits eligibility, accrual rates, and usage limits may vary based on employment status, length of service, and work location. Paid Sick Leave is provided in strict accordance with applicable state and municipal mandates. Cynet Systems Inc. reserves the right to modify, amend, or terminate any benefit plans at any time in accordance with applicable laws.
About Cynet Systems
Founded in 2010 and headquartered in the Washington, DC metro area, Cynet Systems Inc. is a leading technology staffing and workforce solutions company serving Fortune 500 companies, government agencies, and enterprise organizations across the United States and Canada. We deliver agile, scalable talent solutions across IT, engineering, life sciences, clinical, and professional staffing, powered by a high-performing recruitment engine operating across North America and Asia.
As a nationally and locally certified Minority Business Enterprise (MBE), Cynet Systems is committed to helping organizations build high-performing teams while empowering professionals to grow rewarding careers. Our organization is certified to ISO 9001, ISO 14001, ISO 27001, and SOC 2 Type II standards, reflecting our commitment to quality, security, operational excellence, and customer success.