Responsibilities

- Administer and engineer Cisco CUCM (clusters), Unity Connection, IM&P; (if applicable), and related UC components.
- Configure and manage:
- Partitions/CSS, device pools, regions/locations, SRST
- Endpoints (Cisco IP phones, softphones), firmware loads, and device templates
- Support moves/adds/changes (MAC) and resolve complex L2/L3 voice incidents.
- Perform dial plan design/optimization, calling search space design, and normalization.
- Support migration activities to Genesys (e.g., Genesys Cloud CX or Genesys Engage depending on workplace):
- Telephony integration and call routing design
- Testing (inbound/outbound flows, DTMF, recording, transfers, consult, conferencing)
- Collaborate with contact center teams on cutover planning, agent readiness, and issue triage.
- Deliver integration/migration to Vonage services (UCaaS, SIP trunking, or communications APIs as applicable):
- SIP trunk provisioning/interop, codec negotiation, TLS/SRTP design (where used)
- Call quality baselining and post-cutover stabilization

- Drive network readiness for voice/contact center migrations:

- QoS (DSCP marking, trust boundaries), WAN/LAN readiness, jitter/latency/packet-loss analysis
- Firewall/NAT design, SIP ALG considerations, SBC connectivity requirements




- DNS, DHCP (Option 150), NTP, routing, multicast (if used)
- Use tools for troubleshooting and quality monitoring (e.g., packet captures, CUCM RTMT, SBC logs, voice MOS).

- Create and execute:

- Migration runbooks, cutover plans, rollback plans, and test scripts

- Lead or support:

- UAT, pilot migrations, production cutovers, and hypercare
- Stakeholder & Vendor Management

- Work with:

- Network/Security/Identity teams, service desk, field support
- Communicate progress, risks, dependencies, and mitigation plans clearly.

Qualifications

- 10+ years enterprise experience in Cisco UC/Voice engineering.
- Strong hands-on experience with:
- Cisco CUCM, SIP trunking, dial plan/routing, device provisioning
- Voice gateway technologies (e.g., CUBE, ISR voice gateways) and/or SBC concepts

- Proven experience supporting at least one of:

- Genesys contact center migration/integration (Cloud or on-prem)

- Excellent troubleshooting skills across:

- SIP call flows (INVITE/200 OK/ACK/BYE), codec issues, one-way audio, DTMF, transfers
- Network fundamentals for voice (QoS, NAT/firewalls, routing, DNS/DHCP/NTP)

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📌 Sr. Infra Ops Engineer (City of Sydney)
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📍 City of Sydney