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 setting):
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.
Solid 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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