Senior System Engineer Cisco UCCX/CUCM/CUC

Job Title: Senior System Engineer Cisco UCCX/CUCM/CUC

Location : Lansing, MI (Hybrid)

Job Type: 12+ months Contract

Job Description:

We are seeking an experienced Senior System Engineer with a strong background in Cisco Unified Communications technologies, specifically UCCX, CUCM, and CUC. The ideal candidate will provide design, engineering, technical support, and implementation for Cisco-based contact center and voice infrastructure.

The candidate must be local to the area or able to be onsite as required.

Responsibilities:

• Design and implement Cisco UCCX solutions including advanced call routing and contact center workflows.
• Provide Level 2 and Level 3 support for Cisco UCCX, CUCM, and Unity Connection.
• Develop and maintain technical documentation and service design packages.
• Collaborate with internal teams and provide knowledge transfer/training to Telephony Services staff.
• Troubleshoot and resolve voice infrastructure issues across Cisco platforms.

Required Skills & Experience:

• 5+ years of hands-on experience with:
• Cisco Unified Contact Center Express (UCCX)
• Cisco Unified Communications Manager (CUCM)
• Cisco Unity Connection (CUC)
• Experience with Level 2/3 technical support and escalations.
• Solid understanding of call routing, agent/supervisor configuration, and IVR scripting in UCCX.
• Strong documentation and process design skills.
• Ability to communicate technical concepts clearly to non-technical stakeholders.

Preferred Qualifications:

• Cisco certifications (e.g., CCNP Collaboration, CCIE Voice) are a strong plus.
• Experience with Cisco voice gateways, SIP trunking, and VoIP QoS.