Cisco Voice

Key Responsibilities

• Design, configure, administer, and support Webex Enterprise and Webex Contact Center environments.
• Provide hands-on support for Webex Contact Center Telephony and related voice/contact-center solutions.
• Configure and manage Webex Calling features, users, devices, call routing, dial plans, and related telephony services.
• Administer and troubleshoot Cisco Unified Communications Manager (UCM/CUCM).
• Troubleshoot voice, telephony, call-routing, SIP, and contact-center issues.
• Support integration between Webex Calling, Webex Contact Center, Cisco UCM, PSTN, and other enterprise telephony components.
• Monitor and resolve incidents, service requests, and technical issues within defined SLAs.
• Perform root-cause analysis and provide permanent solutions for recurring issues.
• Collaborate with internal teams, customers, and technical stakeholders to resolve complex issues.
• Prepare and maintain technical documentation, configurations, troubleshooting guides, and operational procedures.
• Participate in implementation, migration, upgrades, testing, and deployment activities.
• Ensure high availability, performance, and reliability of enterprise communication and contact-center platforms.

Required Skills & Experience

• Minimum 2 years of hands-on experience in:
• Contact Center
• Webex Enterprise
• Webex Contact Center – Telephony
• Strong hands-on experience with:
• Webex Calling
• Cisco Unified Communications Manager (UCM/CUCM)
• Webex Contact Center
• Enterprise Telephony
• Voice/Call Routing
• Good understanding of SIP, PSTN, dial plans, call flows, IVR, and voice troubleshooting.
• Experience with enterprise collaboration and communication technologies.
• Strong analytical and troubleshooting skills.
• Excellent verbal and written communication skills – non-negotiable.
• Ability to communicate effectively with customers, stakeholders, and technical teams.
• Strong learning agility and ability to quickly understand new technologies.

Preferred / Good to Have

• Experience with Cisco CUBE, SIP Trunking, Voice Gateways, and PSTN integration.
• Experience with Webex Control Hub.
• Knowledge of Cisco collaboration technologies such as Cisco Unity Connection and Cisco Jabber.
• Experience with contact-center call flows, queues, agents, IVR, and routing.
• Experience in enterprise voice migration or Webex implementation projects.
• Relevant Cisco certifications such as CCNA/CCNP Collaboration are an advantage.