Job Title Systems Administrator II (Voice)
Team Overview The Technology Solutions team designs, builds, and operates the foundational platforms that power across corporate offices, retail locations, fulfillment operations, and customer-facing digital experiences. Within this organization, the Voice and Telecom Engineering function is responsible for delivering secure, resilient, and modern voice, calling, contact center, and carrier services at enterprise scale
Project Description
Responsible for the day-to-day administration, support, provisioning, and maintenance of voice and collaboration platforms, with a primary focus on Cisco Webex Calling services supporting retail stores and enterprise users. This role reports to the Manager, Technology Services.
Duties/Day to Day Overview
Administer Cisco Webex Calling through Webex Control Hub.
Configure, deploy, and maintain IP phones and voice devices.
Manage call routing, auto attendants, hunt groups, and voicemail services.
Support store openings, relocations, remodels, and voice deployments.
Troubleshoot voice, device, and connectivity issues.
Partner with network teams to support voice VLANs, QoS, and connectivity requirements.
Coordinate with carriers and vendors on provisioning, number porting, and issue resolution.
Assist with voice platform upgrades, migrations, and enhancement projects.
Maintain documentation, runbooks, and operational procedures.
Participate in incident response, escalation activities, and on-call rotations.
Top Requirements
(Must haves)
Experience supporting enterprise voice or collaboration platforms.
Hands-on experience administering Cisco Webex Calling.
Understanding of VoIP concepts including SIP, call routing, and PSTN services.
Foundational networking knowledge including TCP/IP, VLANs, QoS, DNS, and DHCP.
Strong troubleshooting and problem-solving skills.
Experience working with vendors, carriers, and cross-functional teams.
Strong documentation and communication skills
Additional Qualifications
(Nice to Haves)
Bachelor’s degree or equivalent experience.
Typically 2–5 years of experience supporting enterprise voice, telecom, or collaboration platforms.
Experience administering Cisco Webex Calling and Webex Control Hub.
Experience supporting IP telephony and cloud calling platforms.
Knowledge of SIP, VoIP, voicemail, and PSTN services.
Working knowledge of TCP/IP, VLANs, QoS, DNS, and DHCP.
Experience supporting retail or distributed environments preferred.
Exposure to Microsoft Teams Phone, Avaya, or contact center platforms is a plus.
Cisco CCNA, Webex, or related certifications preferred.
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