SeniorVoiceEngineer

## Description The Senior Voice Engineer is responsible for the administration, support, implementation, and ongoing optimization of Cisco-based voice and Unified Communications, Cisco Webex Calling, and cloud voice collaboration solutions within a managed services environment. This role supports multiple customer environments and requires a strong technical expertise, excellent troubleshooting skills, and the ability to work effectively with clients, internal teams, and vendors. The engineer will play a key role in ensuring high availability, performance, and customer satisfaction across voice and contact center platforms.   The ideal candidate has hands-on experience with Cisco collaboration technologies, CUCM device management, Webex Calling administration, PSTN and SIP troubleshooting, contact center support, and ITIL-aligned service delivery in an SLA-driven support organization.  ## Essential Duties Design, deploy, administer, and support Cisco voice and collaboration solutions across managed services customers Provide operational support for Cisco Unified Communications platforms, including incident response, problem resolution, and service requests Support and maintain Cisco Contact Center solutions, including Webex Contact Center and Cisco UCCX Configure and support Cisco Unified Communications Manager (CUCM), Unity Connection, gateways, and SIP integrations Administer and support InformaCast for mass notification and emergency communications Perform proactive monitoring, capacity planning, and system health checks in a managed services model Troubleshoot complex voice, call routing, and QoS issues across LAN/WAN environments Participate in customer onboarding, migrations, upgrades, and platform lifecycle management Create and maintain technical documentation, standard operating procedures, and network diagrams Collaborate with NOC, engineering, and service delivery teams to meet SLAs and customer expectations Provide technical guidance and mentoring to jun