Unified Communications Engineer

Essential Functions:

• Administer and engineer enterprise cloud-based Unified Communications platforms, including Cisco Webex Calling, Webex Contact Center, and Webex Connect, using Cisco Control Hub.
• Design, configure, and maintain calling and contact center services, including locations, licenses, PSTN services, phone numbers, users, workspaces, auto attendants, IVRs, queues, routing strategies, voicemail, skills-based routing, and digital channels.
• Develop and manage enterprise dial plans, numbering strategies, E911 configurations, and telephony policies to ensure regulatory compliance and operational consistency.

Knowledge, Skills and Abilities:

• Working knowledge of system design, testing, implementation, and IT service management (ITSM) processes, including the ability to analyze workflows, support User Acceptance Testing (UAT), manage incidents, problems, and changes using ServiceNow, and contribute to the development and enforcement of operational standards and procedures.
• Strong customer service and stakeholder engagement skills, with the ability to build trust, actively listen, and communicate technical concepts clearly to both technical and non-technical audiences.
• Advanced analytical, troubleshooting, and problem-solving skills, with the ability to diagnose complex Unified Communications and Contact Center issues and develop solution-focused recommendations.