Location: Springfield, VA
Voice Infrastructure Support Engineer, Cisco Unified Contact Center Express (UCCX) administration and scripting, Cisco Unified Communications Manager (CUCM) administration, IVR software and automated messaging systems, BVOIP operations, POTS, and PRI lines, Current Cisco certifications (CCNA Collaboration or higher)
Voice Infrastructure Support Engineer
Required Technical Skills:
Core Cisco Voice Infrastructure:
• Advanced expertise in Cisco Unified Contact Center Express (UCCX) administration and scripting
• Proven experience with Cisco Unified Communications Manager (CUCM) administration
• Basic understanding of IVR software and automated messaging systems
• Strong proficiency in Cisco Finesse desktop configuration and queue management
• Demonstrated ability to manage BVOIP operations, POTS, and PRI lines
Call Center Technologies:
• Advanced knowledge of Calabrio Contact Center platform, including:
o Call recording system administration
o Quality management configuration
o Workforce management scheduling and forecasting
o Performance analytics and reporting
• Experience with Cisco softphone implementation and troubleshooting
• Expertise in Finesse call queue configuration and routing strategies
• Proficiency in managing multi-skill routing and agent assignments
• Ability to configure and maintain AT&T portal services
Business Continuity & Disaster Recovery:
• Experience implementing and maintaining DR voice plans
• Knowledge of site-to-site failover procedures
• Expertise in contingency routing and number management
• Understanding of dispatcher backup systems and gas control call queue management
Day-to-Day Operations:
• Ability to efficiently manage CSR onboarding and extension assignments
• Experience with Finesse desktop and sidecart configuration
• Strong troubleshooting skills for queue management issues
• Capability to perform independent call center opening/closing procedures
Required Experience:
• Minimum 5 years of hands-on experience with Cisco voice infrastructure
• Proven track record managing Calabrio Contact Center solutions
• Experience supporting mission-critical call center operations
• Current Cisco certifications (CCNA Collaboration or higher)
Key Responsibilities:
• Maintain and optimize voice infrastructure supporting emergency dispatch operations
• Manage Calabrio workforce management system and reporting
• Configure and maintain Finesse call queues and routing strategies
• Execute and test disaster recovery procedures
• Provide technical leadership for voice infrastructure improvements
• Manage day-to-day call center technical operations independently
This role requires strong expertise in Calabrio Contact Center solutions and Cisco voice infrastructure, with particular emphasis on call queue management, workforce optimization, and softphone technologies. The ideal candidate will have both technical proficiency and practical experience in maintaining critical call center operations.
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