Senior Unified Communications Engineer-797

Hillsborough County•Tampa, FL

7d•Onsite

About The Position

This position serves as the lead engineer and subject matter expert for the organization’s Cisco VoIP and unified communications environment. It is responsible for the day-to-day operation, reliability, security, and continual improvement of Cisco telephony, voicemail, contact center, and emergency calling platforms. The role owns the lifecycle of these systems, including hardware and software maintenance, patching and upgrades, backups and disaster recovery readiness, testing, monitoring, troubleshooting, and documentation. The position is highly hands-on and requires deep technical expertise, dependable independent work, clear communication, and responsiveness to service-impacting events. It works closely with IT, network, cybersecurity, and operations teams to keep mission-critical voice, contact center, and emergency calling services stable, secure, and available. The position is on-site because it includes hands-on responsibility for physical voice equipment. After at least six months of satisfactory on-site work, a work-from-home option may be available subject to management approval, operational needs, and the ability to respond on-site when required. The role may require after-hours support, on-call rotation, maintenance windows, and critical outage response. The work is light to medium and includes installing and servicing rack-mounted equipment, potentially in server rooms and data closets. Employees may be required to perform duties reasonably incidental to the role; reasonable accommodations may be made for individuals with disabilities.

Requirements

Bachelor’s degree in Computer Science, Information Technology, Telecommunications, or a related field, or an equivalent combination of education, training, and experience.
At least 5 years of progressively responsible hands-on experience administering Cisco Unified Communications in an enterprise environment.
Strong hands-on experience with Cisco Unified Communications Manager, including dial plan design, SIP trunking, and phone and user provisioning.
Hands-on experience with Cisco Unity Connection, Unified Contact Center Express, Unified Intelligence Center, and Finesse.
Experience with Cisco Emergency Responder and E911 solutions for on-site and remote workers.
Experience deploying and supporting Cisco IP phones and Jabber clients.
Experience performing patching, upgrades, backups, and recovery testing on Cisco collaboration applications.
Working knowledge of networking fundamentals as they apply to voice, including VLANs, QoS, PoE, DHCP, DNS, and routing.
Experience working with vendors, carriers, and Cisco TAC to resolve complex issues.
Advanced technical knowledge of Cisco Unified Communications architecture, VoIP, and SIP-based call signaling and media.
Strong hands-on engineering capability with Cisco Unified Communications Manager, Unity Connection, Contact Center Express, Unified Intelligence Center, Finesse, and Emergency Responder.
Working knowledge of E911 requirements, location management, and remote-worker emergency calling.
Solid understanding of network services supporting voice, including VLANs, QoS, PoE, DHCP, DNS, NTP, and secure remote access.
Familiarity with virtualized server platforms such as VMware and Cisco UCS used to host Cisco collaboration applications.
Excellent troubleshooting skills, including call tracing, log and packet analysis, and root-cause determination.
Strong documentation, communication, and customer service skills when working with end users, contact center staff, and leadership.
Strong organizational, prioritization, and project management abilities, including vendor and carrier coordination.
Candidates may be required to complete technical assessments and provide certification verification where applicable.
Ability to perform the essential job functions satisfactorily, with reasonable accommodations where applicable.

Nice To Haves

Experience with RedSky E911.
Cisco CCNP Collaboration certification; equivalent advanced Cisco collaboration experience may be considered.
Cisco CCIE Collaboration certification.
Cisco CCNA or another relevant networking certification.

Responsibilities

Serve as lead engineer and primary escalation point for complex Cisco VoIP issues.
Administer, configure, and optimize Cisco Unified Communications Manager, including cluster services, dial plans, route patterns, partitions and calling search spaces, device pools, SIP trunks, and user and device provisioning.
Administer and support Cisco Unity Connection, including mailboxes, call handlers, integrations, and voicemail-to-email functionality.
Administer and support Cisco Emergency Responder, including emergency response locations, location tracking, and on-site notifications.
Configure and support voice gateways, SIP trunks, and PSTN connectivity; coordinate with carriers on circuits and number management.
Administer and support Cisco Unified Contact Center Express, including scripts, applications, queues, skills, agents, supervisors, and call routing.
Administer and support Cisco Finesse agent and supervisor desktops, including layouts, gadgets, and workflows.
Administer Cisco Unified Intelligence Center, including data sources, reports, dashboards, and user access; develop or modify reports to meet business needs.
Partner with contact center managers and staff to implement changes, resolve issues, and improve call handling and reporting.
Deploy, configure, and support Cisco IP phones, conference phones, analog adapters, and related endpoints, including firmware and device pack management.
Deploy, configure, and troubleshoot Cisco Jabber clients for desktop and mobile users, including softphone, presence, and voicemail functionality.
Provide and support secure remote-worker telephony, including VPN and Remote Access connectivity methods.
Administer and support RedSky E911 for on-site and remote workers, manage location data and integrations, and validate dispatchable locations.
Support applicable E911 requirements, including Kari’s Law and RAY BAUM’S Act, and coordinate with public safety answering points and carriers as needed.
Perform physical maintenance of voice infrastructure, including installation, racking, cabling, component replacement, and RMA coordination for servers, voice gateways, and related equipment.
Maintain Cisco application operating systems and software through patching, service and firmware updates, device packs, and version upgrades.
Plan and execute software upgrades and platform migrations, including readiness checks, change documentation, and post-change validation.
Manage certificates, licensing, and software entitlements for Cisco collaboration applications.
Coordinate with infrastructure teams on virtualization, storage, and network services supporting Cisco collaboration applications.
Track product lifecycle, end-of-support dates, and security advisories; recommend upgrade and replacement plans.
Configure, monitor, and verify scheduled backups for Cisco collaboration applications, including the Disaster Recovery System.
Perform periodic restore and recovery tests and develop and maintain disaster recovery and business continuity procedures for voice, contact center, and emergency calling services.
Develop and execute test plans before and after patches, upgrades, and configuration changes to validate call routing, voicemail, contact center, phone registration, and E911 functionality.
Perform scheduled E911 and Emergency Responder testing and document results.
Test system redundancy and failover and resolve identified deficiencies.
Monitor system health, performance, capacity, and call quality using Cisco monitoring and serviceability tools, call detail records, and call quality reporting.
Lead troubleshooting and root-cause analysis for outages, call quality problems, registration issues, and integration failures using traces, logs, and packet captures.
Open and manage cases with Cisco TAC, carriers, and other vendors, and drive issues to resolution.
Work with network and cybersecurity teams on QoS, VLAN and PoE design, firewall rules, secure remote access, and voice-system hardening.
Apply security policies, vulnerability remediation, and password and access controls to voice systems in a timely manner.
Develop and maintain dial plans, system configurations, network and call-flow diagrams, operating procedures, and recovery runbooks.
Lead or participate in projects such as new site builds, moves, adds, changes, migrations, and feature rollouts from planning through operational transition.
Provide training, knowledge articles, and guidance to help desk staff and end users.
Work with vendors, resellers, and carriers on support agreements, license and maintenance renewals, equipment purchases, and service issues.
Assist with budget planning, lifecycle replacement, and capital planning for the voice environment.
Identify opportunities to modernize and improve the reliability, security, and efficiency of voice services.