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Position: Cisco Collaboration Engineer (Voice/UC)
Location: Cypress, TX (Onsite)
Role Overview:
We are seeking a skilled Collaboration Engineer to manage and optimize our unified communications infrastructure. This role is a hybrid of traditional on-premises voice management and modern cloud-based collaboration. You will be the primary point of contact for our Cisco CUCM environment, our transition/integration with Cisco Webex, and the maintenance of our Contact Center operations.
Key Responsibilities:
• Administration: Manage and maintain Cisco Unified Communications Manager (CUCM) clusters, Unity Connection, and Cisco IM & Presence.
• Cloud Integration: Administer Cisco Webex (Control Hub) and manage the integration between on-premise telephony and Webex cloud services.
• Contact Center Support: Provide technical support for Cisco Contact Center (UCCX/UCCE), including agent configuration, basic scripting, and reporting.
• Troubleshooting: Resolve complex issues related to SIP trunking, dial plans, voice gateways (VG/CUBE), and endpoint registration.
• Project Management: Lead upgrades, migrations, and the deployment of new collaboration features to improve user experience.
Required Skills & Qualifications:
• Cisco UC Suite: Expert-level knowledge of Cisco Call Manager (CUCM) versions 11.x through 14.x.
• Cloud Collaboration: Hands-on experience with Cisco Webex Administration and Webex Calling.
• Contact Center: Experience supporting Cisco Contact Center Express (UCCX) or Enterprise (UCCE).
• Protocols: Deep understanding of SIP, H.323, MGoogle Cloud Platform, and Quality of Service (QoS).
