Voice Infrastructure Support Engineer

Job Details

• Job Title: Voice Infrastructure Support Engineer
• Location: Springfield, VA
• Duration: 6 months
• GBaMS ReqID: 10933234
• Minimum Experience: 5+ years
• Certification: Current Cisco CCNA Collaboration or higher

Core Cisco Voice Infrastructure

• Advanced expertise in Cisco Unified Contact Center Express (UCCX) administration and scripting.
• Proven experience with Cisco Unified Communications Manager (CUCM) administration.
• Basic understanding of:
  • IVR software
  • Automated messaging systems
• Strong proficiency in Cisco Finesse desktop configuration and queue management.
• Experience managing:
  • BVOIP operations
  • POTS lines
  • PRI lines

Call Center Technologies

• Advanced knowledge of Calabrio Contact Center, including:
  • Call recording system administration
  • Quality management configuration
  • Workforce management scheduling
  • Workforce forecasting
  • Performance analytics
  • Reporting
• Experience implementing and troubleshooting Cisco softphones.
• Expertise in Finesse:
  • Call queue configuration
  • Routing strategies
  • Queue management
• Experience with:
  • Multi-skill routing
  • Agent assignments
  • Telecommunication portal services

Business Continuity & Disaster Recovery

• Experience implementing and maintaining DR voice plans.
• Knowledge of site-to-site failover procedures.
• Expertise in:
  • Contingency routing
  • Number management
  • Dispatcher backup systems
  • Gas control call queue management
• Execute and test disaster recovery procedures.

Day-to-Day Operations

• Manage CSR onboarding and extension assignments.
• Configure and maintain:
  • Finesse desktops
  • Sidecar/sidecart configurations
• Troubleshoot call queue management issues.
• Independently perform call center:
  • Opening procedures
  • Closing procedures
• Support mission-critical call center operations.

Required Experience & Qualifications

• Minimum 5 years of hands-on experience with Cisco voice infrastructure.
• Proven experience managing Calabrio Contact Center solutions.
• Experience supporting mission-critical call center operations.
• Current Cisco certification, such as:
  • CCNA Collaboration
  • Higher-level Cisco certification

Key Responsibilities

• Maintain and optimize voice infrastructure supporting emergency dispatch operations.
• Manage Calabrio workforce management systems and reporting.
• Configure and maintain Cisco Finesse call queues.
• Develop and maintain call routing strategies.
• Execute and test disaster recovery procedures.
• Provide technical leadership for voice infrastructure improvements.
• Independently manage day-to-day call center technical operations.
• Troubleshoot voice, queue, softphone, and routing issues.
• Support workforce optimization and call center performance.

Key Skills / Keywords

• Cisco Voice
• Voice Infrastructure
• Cisco UCCX
• UCCX Administration
• UCCX Scripting
• Cisco CUCM
• CUCM Administration
• Cisco Finesse
• Finesse Queue Management
• IVR
• Automated Messaging
• BVOIP
• POTS
• PRI
• Calabrio Contact Center
• Calabrio Workforce Management
• Call Recording
• Quality Management
• Workforce Optimization
• Workforce Scheduling
• Workforce Forecasting
• Performance Analytics
• Reporting
• Cisco Softphones
• Multi-Skill Routing
• Agent Assignment
• Telecommunication Portal
• Disaster Recovery
• Voice DR
• Site-to-Site Failover
• Contingency Routing
• Emergency Dispatch
• Call Center Operations
• CCNA Collaboration