CUCM Engineer

Job Description

Telecommunications Operations Analyst/Administrator

This role is responsible for the day-to-day administration and support of Cisco telephony and contact center environments, primarily managing user moves, adds, changes, and deletions (MACDs) across Cisco CUCM, Unity Connection, and UCCE.

Key responsibilities include:

Managing user accounts, extensions, device profiles, and voicemail services.
Configuring and maintaining contact center agents, teams, skill groups, and routing assignments.
Ensuring compliance with dialing plans, naming standards, and telephony policies.
Providing Tier 1 support for telephony-related incidents and service requests.
Troubleshooting issues with Cisco Finesse, Webex softphones, voicemail, extensions, and call routing.
Maintaining documentation, performing quality checks, and coordinating with business and technical teams.

Required skills:

Administration of Cisco CUCM, Unity Connection, and UCCE.
User provisioning, extension management, and voicemail administration.
Contact center operations and agent lifecycle management.
Basic telephony troubleshooting, Cisco Finesse, and Webex support.
Experience with ticketing systems, Windows troubleshooting, and Microsoft Office.

Preferred skills:

Advanced Cisco Contact Center knowledge.
Familiarity with VoIP/SIP technologies.
Experience with Webex softphone deployments and advanced Cisco Call Manager/UCCE environments. 

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