WebEx Contact Center Voice Engineer

Job Title- WebEx Contact Center Voice Engineer
Location- Hybrid (1 day onsite in a week)
Duration- Full-time

About BigRio: BigRio is a remote technology consulting firm headquartered in Boston. We deliver a range of solutions including custom machine learning/AI integrations and data warehousing and processing solutions. Our comprehensive approach serves clients from a variety of industries because of our ability to consistently, and quickly deliver cutting-edge and cost-conscious software solutions.

Duties: This position is primarily responsible for installation, supporting, customizing, optimizing, and installing all aspects of the corporate Cisco Unified Communications System including endpoint configuration and management (desktop devices and softphones), call routing (dial plan) for the hospital campuses, and remote sites with an emphasis on Cisco Webex Contact Center. Duties include adhering to all established operational and procedural practices for new and existing voice system changes which include change control, project management applications, root-cause analysis, and other processes deemed necessary by management. Works to monitor and troubleshoot existing systems using established applications. Duties include all other required tasks identified by management necessary for the expansion and support of the Cisco phone system.

Job Responsibilities
Responsible for implementation and technical support of Cisco Unified Communications related technologies which include, but are not limited to: CUCM, Unity Connection, IM & Presence, Jabber, Webex Contact Center, Voice Gateways, SIP trunks, and Avaya CS-1000e TDM phone system.
Working knowledge of PRIs, POTs lines, and troubleshooting steps for the devices they are terminated to.
Support Tier 3 staff with Cisco's IP Telephony and Cisco Webex Contact Center Enterprise and all related Cisco IP telephony infrastructure.
Voice project resource for office moves and new facilities including coordination of circuit installations and turn-ups, design call flows, based on business requirements and within USI Standards.
Support preventative maintenance programs, disaster recovery plans, and redundancy plans. Maintain and test these plans regularly.
Perform the necessary documentation additions, updates, and deletions to the in-house documentation.
Ability to troubleshoot Cisco Networks to diagnose root cause and resolve telephony issues.
Follow all established department security practices to ensure a safe and secure phone system environment and integration of 3rd party systems.
Provide initial support for all phone systems and escalate to senior voice engineers for more complex issues.
Ability to manage projects such as moves, expansions, and new remote sites with minimal supervision where an existing project manager is not already assigned.
Monitoring of all phone and ancillary systems via 3rd party network monitoring software.
Review documentation release(s) from Cisco to keep apprised of changes and upcoming developments in voice technologies.
Participate in team discussions on new technology and enhancing existing technology.
Perform other Cisco technology-related duties as assigned.
Update all current voice diagrams and training material as required to stay current.
Follow all SLA and notification guidelines as they apply to priority issues impacting functionality.

Minimum Qualifications
3 years minimum experience in the Cisco IP telephony technology.
3 years minimum of Cisco Webex Contact Center/ Unified Contact Center Express in troubleshooting, design, and configuration experience in a call center environment a plus.
Cisco IOS experience required.
Working knowledge of Cisco CUCM and Unity voicemail applications and migration for users and endpoints.
Telecommunications configuration, design, and troubleshooting.
Cisco Voice \ Collaboration certification is preferred (CCNA-Voice, CCNP-Voice).
Understanding of the OSI model and IP stack. QOS knowledge is desirable.
Some experience with Cisco Wireless as it applies to phone endpoints.
Demonstrate testing, troubleshooting, and analytical skills to isolate problems and implement solutions using established tools.
Understand basic logging for voice components for troubleshooting and monitoring.
Monitor/verify system backup results and report on any discrepancies in the backup of systems.
Experience with voice gateway protocols (MGCP, SIP, H. 323, SCCP), digital PRI / T1, analog FXO / FXS on Cisco ISRs, and voice gateways.
Knowledge of voice and data communication protocols (H.323, SIP, LDAP, RTP, QoS).
Experience with Cisco Webex Contact Center Express, including but not limited to UC Manager integration, basic scripting, and agent/queue creation.
Maintains current knowledge of UCS best practices and pertinent certifications.
Monitors and reports on project activities and reports on status within published timelines.
Performs operational analysis and troubleshooting for various business applications.
Performs other duties as assigned.