Title : Voice Infrastructure Support Engineer
Location : Port Huron, MI
Duration : 12+ months
Rate : $46/hr - $51/hr
Key Responsibilities
· Provide end-to-end support for Cisco voice infrastructure, including design, implementation, and troubleshooting
· Administer and manage Cisco Unified Communications Manager (CUCM) environments
· Configure, maintain, and troubleshoot Cisco Unified Contact Center Express (UCCX) including scripting and workflows
· Manage and support Cisco Finesse desktop, including queue configuration and call routing strategies
· Implement and troubleshoot Cisco softphone solutions
· Configure multi-skill routing, agent assignments, and call queue optimization
· Support and administer Calabrio Contact Center platform, including Call recording systems, Quality Management (QM) configuration, Workforce Management (WFM) scheduling and forecasting, Performance analytics and reporting
· Maintain telecommunication portal services and voice-related applications
· Monitor and manage BVOIP operations, POTS, and PRI lines
· Assist in IVR system configuration and automated messaging workflows
· Perform root cause analysis and resolve voice-related incidents and outages
· Ensure system performance, reliability, and scalability of voice infrastructure
· Collaborate with cross-functional teams for deployments and upgrades
Must Skills:
· Cisco CUCM administration
· Cisco UCCX administration and scripting
· Cisco Finesse configuration and queue management
· Calabrio Contact Center solutions
· Knowledge of call routing, IVR systems, and contact center operations
· VoIP, POTS, and PRI
Thanks & regards,
Rishitha Mummineni.
Technical Recruiter | ASCII Group, LLC
Email: - Desk -
38345 W. 10 Mile Rd, Ste.#365; Farmington, MI 48335
Website:
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Certified MWBE | WBE | MBE | WOSB | CPUC | E- verify employer
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