Senior Cloud Engineer - Unified Communications

AAA Life Insurance Company•Livonia, MI

13d•Hybrid

About The Position

AAA Life is a respected and trusted American brand that has been focusing on Life Insurance and Annuity Products since 1969. At AAA Life we have over 1.8 million policies where we take pride in earning the trust of our policyholders who understand our promise to be there for them – and their families – when we’re needed most. By joining the AAA Life team, you are joining a company that genuinely cares about helping each other, with a devotion to protect the lives of those around us. We embrace a diverse, equitable, inclusive culture where all associates can feel a sense of belonging and use their unique talents and perspective to influence, innovate, motivate, and thrive. We are seeking an experienced Cisco Voice Engineer with specialized expertise in Cisco Packaged Contact Center Enterprise (PCCE), Verint call recording systems, and Microsoft Teams collaboration. In this role, you will design, implement, and support enterprise voice infrastructure and contact center solutions that integrate Cisco’s contact center platform with call recording and modern collaboration tools. You will ensure our contact center is universally available, secure, and optimized for excellent customer and agent experience. The ideal candidate has a strong background in Cisco unified communications, contact center technologies, and voice network engineering, and can work cross-functionally with telecom carriers, network and security teams, and support staff to deliver reliable voice services. You will join a collaborative infrastructure team responsible for the company’s voice and network systems. As the Cisco Voice Engineer, you will work closely with network engineers, systems administrators, security analysts, and the contact center operations group. The role offers the opportunity to lead voice technology direction (e.g., implementing new contact center features, evaluating emerging collaboration tools) and to mentor junior team members. This position is critical to ensure our employees and contact center agents can communicate effectively with customers and that calls are managed and recorded reliably for quality assurance and compliance purposes.

Requirements

Bachelor’s degree in computer science, Information Technology, Telecommunications, or related field is preferred (or equivalent work experience).
5+ years of direct experience in voice/network engineering, including Cisco Unified Communications and Contact Center solutions. Strong proficiency in Cisco PCCE/UCCE or UCCX deployments, with experience supporting contact centers (ideally in environments with Cisco Unified Contact Center Enterprise version 12.x or similar). Proven experience with call recording systems (Verint or comparable platforms like NICE) and integrating them into a voice environment. Familiarity with Microsoft Teams or Skype for Business voice integration in an enterprise setting.
Deep understanding of VoIP and telephony protocols (SIP, H.323, MGCP, RTP, SCCP) and their configuration/troubleshooting. Solid knowledge of Cisco Collaboration products: CUCM (Call Manager), Unity Connection, Cisco Gateway/CUBE configuration for PSTN (SIP trunks, PRI), and contact center components (ICM scripting, CVP IVR, Finesse agent desktop, Cisco Unified Intelligence Center reporting). Experience administering Verint (or similar) call recording and Workforce Optimization suite – including configuration of recording servers, user/agent setup, and troubleshooting recording issues. Experience integrating or managing Microsoft Teams Voice (Direct Routing, Teams Phone System) or other collaboration tools in parallel with Cisco voice solutions is highly desired
Excellent troubleshooting and analytical skills in a complex technical environment.
Ability to interpret call logs, debug SIP traces, and use network tools (packet analyzers like Wireshark) to diagnose voice quality or connectivity problems.
Effective communication skills, with the ability to collaborate with vendors and cross-functional teams effectively and to clearly document solutions.

Nice To Haves

Certifications: Cisco voice/collaboration certifications such as CCNA/CCNP Collaboration or Voice (e.g., CCNP Collaboration, CCVP) are required or strongly preferred. A CCIE Collaboration certification is a plus. Microsoft certification in Teams Voice/Unified Communications (e.g., Microsoft 365 Certified: Teams Voice Engineer or MS Teams Administrator certification) is a plus. Any relevant certifications in contact center or recording systems (e.g., Verint certification, ITIL for service management) will strengthen candidacy.
Experience with contact center reporting and analytics, such as building reports in Cisco CUIC or using Verint analytics to derive insights on call quality and agent performance.
Familiarity with cloud-based contact center or telephony solutions (for example, exposure to platforms like Genesys Cloud or Zoom Phone) – demonstrating versatility in supporting both on-premises and cloud voice systems.
Prior involvement in contact center upgrades or migrations, such as moving from one major version to another (e.g., UCCE/PCCE version upgrades) or transitioning to hybrid solutions (integrating on-premises Cisco voice with cloud collaboration tools).
Project management or vendor management experience in the telecom domain – ability to coordinate third-party resources for implementations or issue resolution.
Experience scripting or using automation for voice network tasks (for example, using PowerShell, Python, or Ansible to automate CUCM or Teams administrative tasks) is a plus.
Experience in regulated industries or knowledge of compliance standards for call recording and data security is beneficial

Responsibilities

Design & Deployment: Architect and implement Cisco PCCE (Packaged Contact Center Enterprise) solutions – including integration with Cisco Unified Communications Manager (CUCM) and related components. Deploy and configure contact center infrastructure (peripheral gateways, Cisco Voice Portal (CVP) servers, Cisco Finesse agent desktop, Interactive Voice Response scripts, and Cisco ICM routing scripts) to meet business requirements. Ensure solutions follow Cisco best practices for scalability and high availability (redundant “Side A/Side B” setup, clustering, etc.).
Voice Platform Administration: Maintain and administer Cisco voice systems including CUCM clusters, Unity Connection voicemail, SIP trunks, voice gateways (CUBE) and Session Border Controllers. Manage dial plans, call routing logic, and phone device configurations across the enterprise. Perform regular system upgrades, patches, and version migrations for Cisco UC and PCCE environments to keep platforms up-to-date and secure.
Contact Center Management: Oversee the day-to-day operation of the Cisco Contact Center Enterprise. Monitor agent telephony systems, skill groups, queues, and routing strategies. Develop and update call routing scripts and IVR call flow applications using Cisco ICM Script Editor and CVP Call Studio. Integrate the contact center with third-party systems such as CRM software, workforce management, and reporting tools to enable a seamless flow of information.
Verint Call Recording & WFO: Manage and support the Verint call recording and Workforce Optimization system. Ensure all inbound/outbound calls and agent interactions are properly recorded and archived in compliance with company policies and regulatory requirements. Configure Verint recording servers and logging integration with Cisco PCCE/UCCE (e.g., via Cisco Media Sense or network span port mirroring) to capture contact center calls. Monitor the recording system for quality and reliability – troubleshoot recording failures or audio quality issues, and work with the vendor (Verint) on support cases as needed. Optimize use of Verint’s tools such as quality monitoring and workforce management (WFM) to improve contact center performance (e.g., ensuring call evaluations and analytics run smoothly).
Microsoft Teams Integration: Integrate and manage Microsoft Teams voice collaboration within the enterprise telephony environment. Enable Microsoft Teams Calling features (Teams Phone System) and set up Direct Routing or Cisco interoperability so that Teams can be used for voice calls alongside Cisco phones. Work with Microsoft Teams administrators to configure voice policies, dial plans, and call queues in Teams, and with network engineers to configure SBCs/gateways for Teams PSTN connectivity. Ensure a cohesive user experience between Cisco desk phones/contact center agents and Microsoft Teams users.
Systems Monitoring & Troubleshooting: Continuously monitor voice and contact center systems for performance and stability. Use Cisco monitoring tools (CUIC reports, CDR analytics, RTMT) and Verint dashboards to track call volumes, call quality, and system KPIs. Proactively identify and resolve issues – for example, investigate call routing problems, dropped calls, or call recording gaps. Serve as the Tier 3 escalation point for complex voice issues, providing firsthand troubleshooting and resolution (SIP signaling analysis, QoS issues, integration breakdowns, etc.). In the event of critical incidents or outages, lead the recovery efforts such as rolling back faulty changes (e.g., via Jenkins/automation pipelines) or performing emergency fix implementations to restore services.
Security & Compliance: Implement voice network security best practices, including securing Cisco UC systems and voice gateways (encryption for SIP/RTP, certificates, SRTP, secure LDAP). Regularly review and harden the contact center and call recording systems against vulnerabilities – for instance, apply vendor patches to address known Cisco CVEs in a timely manner. Ensure call recording retention and privacy settings meet compliance standards. Coordinate with the InfoSec team to conduct periodic audits of voice assets and promptly remediate any findings or pen-test issues (such as out-of-date software or misconfigurations).
Cross-Team Collaboration: Work closely with Network Engineering to optimize voice traffic over the WAN/LAN (QoS configuration, VLANs for voice, firewall rules for SBCs and SIP trunks). Partner with the Security team on certificates, encryption, and access control for voice systems. Collaborate with the Contact Center operations team and business units to understand call flow requirements and improve call handling processes. Coordinate with Help Desk/Support teams to provide guidance on voice issue resolution and to facilitate smooth escalations. Engage with vendors/carriers for support and circuit issues (e.g., Telco for PRI/SIP trunk problems or Cisco TAC for complex issues).
Documentation & Training: Create and maintain detailed documentation for all voice and contact center configurations, changes, and standard operating procedures. This includes network diagrams of telephony architecture, dial plan and trunk documentation, contact center call flow designs, and Verint configuration settings. Keep an updated knowledge base of troubleshooting guides and “runbooks” for common issues and maintenance tasks. Provide training or knowledge transfer to junior voice engineers, NOC staff, and support teams on operating the Cisco PCCE environment, Verint tools, and Teams voice features. Ensure that any modifications (adds/moves/changes) in the voice environment are well-documented and communicated.