Responsibilities Administer and engineer Cisco CUCM (clusters), Unity Connection, IM&P (if applicable), and related UC components. Configure and manage: Partitions/CSS, device pools, regions/locations, SRST Endpoints (Cisco IP phones, softphones), firmware loads, and device templates Support moves/adds/changes (MAC) and resolve complex L2/L3 voice incidents. Perform dial plan design/optimization, calling search space design, and normalization. Support migration activities to Genesys (e.g., Genesys Cloud CX or Genesys Engage depending on environment): Telephony integration and call routing design Testing (inbound/outbound flows, DTMF, recording, transfers, consult, conferencing) Collaborate with contact center teams on cutover planning, agent readiness, and issue triage. Deliver integration/migration to Vonage services (UCaaS, SIP trunking, or communications APIs as applicable): SIP trunk provisioning/interop, codec negotiation, TLS/SRTP design (where used) Call quality baselining and post-cutover stabilization Drive network readiness for voice/contact center migrations: QoS (DSCP marking, trust boundaries), WAN/LAN readiness, jitter/latency/packet-loss analysis Firewall/NAT design, SIP ALG considerations, SBC connectivity requirements DNS, DHCP (Option 150), NTP, routing, multicast (if used) Use tools for troubleshooting and quality monitoring (e.g., packet captures, CUCM RTMT, SBC logs, voice MOS). Create and execute: Migration runbooks, cutover plans, rollback plans, and test scripts Lead or support: UAT, pilot migrations, production cutovers, and hypercare Stakeholder & Vendor Management Work with: Network/Security/Identity teams, service desk, field support Communicate progress, risks, dependencies, and mitigation plans clearly. Qualifications 10+ years enterprise experience in Cisco UC/Voice engineering. Strong hands-on experience with: Cisco CUCM, SIP trunking, dial plan/routing, device provisioning Voice gateway technologies (e.g., CUBE, ISR voice gateways) and/or SBC concepts Proven experience supporting at least one of: Genesys contact center migration/integration (Cloud or on-prem) Excellent troubleshooting skills across: SIP call flows (INVITE/200 OK/ACK/BYE), codec issues, one-way audio, DTMF, transfers Network fundamentals for voice (QoS, NAT/firewalls, routing, DNS/DHCP/NTP) #J-18808-Ljbffr
Job Title
Sr. Infra Ops Engineer