Sr. Telecom/Voice Admin

Voice & Unified Communications Engineer We are seeking a highly skilled Voice & Unified Communications Engineer with deep expertise in Call Managers, Circuits, Desktop Phones, Contact Center Platforms, and Support Sites to design, deploy, and manage enterprise voice and collaboration infrastructure. This role is responsible for ensuring high availability, call quality, and seamless communication services across the organization, supporting business continuity and delivering exceptional end-user and customer experiences Role & responsibilities Cross-Functional Responsibilities Collaborate with network, security, and IT infrastructure teams to ensure voice traffic prioritization (QoS), firewall traversal, and NAT handling are correctly implemented Participate in architecture discussions for UC modernization, cloud migration (UCaaS), and collaboration platform consolidation programs Establish monitoring, alerting, and incident response processes for voice infrastructure using platforms such as Cisco Prime Collaboration, Prognosis, or equivalent Lead incident response, root cause analysis, and post-incident reviews for voice and contact center outages Drive automation of routine voice administration tasks using scripting tools and UC APIs (Cisco AXL, REST APIs) Document runbooks, SOPs, dial plan references, and operational knowledge artifacts for team and business continuity Manage vendor relationships and support contracts for all voice and UC platform components Participate in on-call rotation and provide after-hours support for critical voice and contact center incidents Qualifications Bachelors degree in Computer Science, Information Technology, Telecommunications, or a related field preferred Minimum of 4 years of hands-on experience in enterprise voice and unified communications administration and engineering Strong proficiency with Cisco Unified Communications Manager (CUCM), Unity Connection, and UCCX/UCCE or equivalent platforms Proven experience with SIP trunk configuration, session border controllers (CUBE/SBC), and PSTN circuit management Hands-on experience with enterprise Contact Center platforms including IVR scripting, routing design, and reporting Solid understanding of VoIP protocols including SIP, H.323, MGCP, SCCP, and RTP/SRTP Familiarity with QoS implementation for voice traffic, DSCP marking, and call admission control (CAC) Experience with UC integration technologies including LDAP, Active Directory, and CRM/ticketing system integrations Industry certifications preferred: CCNA Collaboration, CCNP Collaboration, Cisco Contact Center certifications, or equivalent Strong working knowledge of ITIL principles and ITSM practices including change, incident, and problem management Current understanding of industry trends including UCaaS, CCaaS, Microsoft Teams Direct Routing, and Webex Cloud platforms Preferred candidate profile