Network Voice Engineer (Cisco Jabber)

Key Responsibilities:

• Configure, deploy, and support Cisco Jabber, CUCM (Cisco Unified Communications Manager), Unity Connection, and related voice infrastructure.
• Perform installations, upgrades, patches, and routine maintenance of Cisco voice systems.
• Troubleshoot and resolve voice-related incidents and service requests, including call quality issues, voicemail, presence, and IM problems.
• Configure and manage voice gateways, SIP trunks, and QoS policies.
• Manage user profiles, call routing, dial plans, and device configurations in CUCM.
• Coordinate with network, security, and desktop teams for seamless collaboration service delivery.
• Document infrastructure configurations, change controls, and SOPs for voice systems.
• Monitor system performance and ensure SLA compliance for uptime and call quality.
• Provide Tier 2/3 support for escalated voice and collaboration issues.
• Assist in projects involving cloud migration, hybrid communication platforms, or integrations with third-party collaboration tools.

Qualifications & Skills:

Essential:

• Bachelor's degree in Information Technology, Telecommunications, or related field.
• 3+ years of experience in enterprise voice and unified communications.
• Hands-on experience with Cisco Jabber, CUCM, Unity, and IM&P.
• Knowledge of VoIP protocols (SIP, H.323, MGCP) and QoS.
• Familiarity with network troubleshooting tools (Wireshark, SolarWinds, etc.).
• Experience with Cisco routers, switches, and firewalls in a voice network context.

Desirable:

• Cisco certifications (e.g., CCNA Collaboration, CCNP Collaboration) are highly preferred.
• Knowledge of Webex, Teams integration, or Cisco Expressway.
• Familiarity with Active Directory, LDAP, and SSO integration with Jabber.
• Experience with call center technologies (e.g., Cisco UCCX/UCCE).