Telecom Voice lead-Manager

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 Outstanding verbal and written communication skills with strong attention to detail Excellent analytical and troubleshooting skills with ability to manage multiple priorities during critical incidents Strong interpersonal skills and ability to work effectively with business stakeholders, vendors, and cross-functional technical teams