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



SBC connectivity requirements
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DNS, DHCP (Option 150), NTP, routing, multicast (if used)
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Use tools for troubleshooting and quality monitoring (e.g., packet captures, CUCM RTMT, SBC logs, voice MOS).
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Create and execute:n
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Migration runbooks, cutover plans, rollback plans, and test scripts
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Lead or support:n
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UAT, pilot migrations, production cutovers, and hypercare
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Stakeholder & Vendor Management
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Work with:n
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Network/Security/Identity
teams, service desk, field support
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Communicate progress, risks, dependencies, and mitigation plans clearly.
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Qualifications
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10+ years enterprise experience in Cisco UC/Voice engineering.
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Solid hands-on experience with:n
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Cisco CUCM, SIP trunking, dial plan/routing, device provisioning
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Voice gateway technologies (e.g., CUBE, ISR voice gateways) and/or SBC concepts
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Proven experience supporting at least one of:n
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Genesys contact center
migration/integration
(Cloud or on-prem)
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Excellent troubleshooting skills across:n
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SIP call flows (INVITE/200 OK/ACK/BYE), codec issues, one-way audio, DTMF, transfers
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Network fundamentals for voice (QoS, NAT/firewalls, routing, DNS/DHCP/NTP)
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📌 Sr. Infra Ops Engineer (New South Wales)
🏢 INNOVATE IT AUSTRALIA
📍 New South Wales