Cisco Voice Engineer

Job Title: Cisco Voice Engineer
Location: Charlotte, NC, Cincinnati, Ohio or Raleigh


Hybrid; Tues-Thur onsite. Occasional site visits.


Position Summary
We are seeking a skilled and motivated Cisco Voice Engineer to join our Telecommunications Voice Delivery team. This role is critical to the design, implementation, and support of Cisco-based voice communication systems across our enterprise. The ideal candidate will have hands-on experience with Cisco Unified Communications Manager (CUCM), voice gateways, and VoIP protocols, and will play a key role in ensuring reliable, secure, and scalable voice services. Delivery is performed in an agile environment using Jira to manage tasks and track progress.


Key Responsibilities
Voice Infrastructure Management: Design, configure, and maintain Cisco voice infrastructure including CUCM, Unity Connection, Webex, gateways, and IP phones.
Call Flow Engineering: Implement and support voice routing, dial plans, and call flows across enterprise sites.
Project Collaboration: Work closely with project managers and field technicians to support voice deployments and migrations (e.g., Avaya to Cisco transitions).
Issue Resolution: Troubleshoot and resolve voice-related incidents and service requests, including SME, CUCM, CMS, CUC, SRST, Analog and SBC configurations.
Change Management: Participate in Change Approval Board (CAB) processes for voice-related work, ensuring compliance with enterprise change control standards.
Documentation: Maintain detailed documentation for configurations, call flows, and support procedures.
Design and Job Package Development: Read and create technical designs and job packages for voice infrastructure projects, ensuring clarity and accuracy for implementation teams.
Implementation: Perform implementation of system changes according to design standards, this could involve changes outside of normal business hours
Vendor Oversight: Provide technical oversight and coordination with third-party vendors to ensure quality and timely delivery of voice solutions.
Timeline Adherence: Manage tasks and deliverables to align with project timelines, proactively identifying risks and mitigation strategies.
Cross-Platform Support: Demonstrate willingness to learn and support additional voice technologies such as voice recording platforms and dispatch consoles, contributing to broader team capabilities and coverage.


Required Qualifications
3+ years of experience in Cisco voice engineering or telecommunications.
Proficiency with Cisco Unified Communications Manager (CUCM), Unity, and voice gateways (VG310, ISR).
Strong understanding of VoIP protocols (SIP, H.323, SCCP) and QoS principles.
Experience with SBCs, SRST, and enterprise call flow design.
Familiarity with tools such as Cisco Webex Control Hub, RTMT, Wireshark, and network monitoring platforms.
Excellent troubleshooting and communication skills.


Preferred Qualifications
Cisco certifications such as CCNA Collaboration, CCNP Collaboration, or equivalent.
Experience with Avaya-to-Cisco migration projects.
Knowledge of enterprise change control processes and CAB participation.
Familiarity with telecom infrastructure in utilities or energy sectors.
Experience with UCCX, UCCE, or WxCCE a plus.
Experience with on-premises and cloud E911 systems.
Agile, ITIL, COMPTIA, or other technology industry certifications