Voice Systems Engineer - Lewisburg - Talent Groups

    Talent Groups
    Talent Groups Lewisburg

    1 day ago

    Healthcare
    Description

    Job Description:

    • The Voice Systems Engineer will help convert Cisco Voice System to Avaya in preparation for moving to AWS. Currently running on cisco voice system CCX v12.5, SME v14, call manager v14.

    Key Responsibilities

    • Subject Matter Expert (SME) - UCCX v12/v14: Architect, design, and manage UCCX scripting, call flows, CAD/Finesse agent desktops, and supervisor dashboards.
    • SME - Call Manager v14: Manage, configure, and upgrade CUCM v14 environments, including SIP trunking, dial plans, route patterns, and device configurations.
    • Voice Infrastructure Maintenance: Perform upgrades, patches, and security hardening on UCCX and CUCM platforms to ensure compliance and reliability.
    • System Troubleshooting: Provide Tier 3 troubleshooting for complex voice issues, including call quality (QoS), SIP signaling, and routing issues using Wireshark and RTMT.
    • Integration: Configure Cisco Voice Gateways (VG3xx/ISR4K) and CUBE (Session Border Controllers) for SIP-based voice services.
    • Documentation: Create and maintain detailed network diagrams (Visio), call flows, and Standard Operating Procedures (SOPs).
    • Mentorship: Mentor junior engineers and provide technical guidance to operational teams.

    Required Technical Skills

    • Cisco Platforms: Expert-level knowledge of CUCM v14, UCCX v12/v14, Cisco Unity Connection (CUC), and Cisco Expressway.
    • Contact Center: Deep experience with Cisco Finesse, UCCX script editor, CAD to Finesse migration, and Workforce Management integrations.
    • Protocols: In-depth understanding of SIP, H.323, MGCP, RTP, and QoS.
    • Gateways/SBC: Strong experience with Cisco Unified Border Element (CUBE).
    • Tools: Cisco Prime Collaboration, Wireshark, RTMT, Akkadian.

    Qualifications

    • Education: Bachelor's degree in IT, Computer Science, or equivalent experience.
    • Experience: 5+ years of hands-on experience with cisco voice technology, including large-scale, enterprise-level environments.
    • Avaya is a nice to have

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