Senior System Engineer

Job Description

Job Description

Overview :

We are actively seeking a Senior System Engineer with expertise in Cisco Unified Contact Center Express (UCCX) , Cisco Unified Communications Manager (CUCM) , and Cisco Unity Connection (CUC) . This role involves enhanced call routing , technical implementation support , and Level 2 and 3 technical support for large-scale telephony environments. The ideal candidate will also provide training and knowledge transfer to the Telephony Services staff.

Key Responsibilities :

Design and implement solutions for Cisco Unified Contact Center Express ( UCCX ) to meet enhanced call routing and call center functional requirements.

Provide Level 2 and 3 technical support for UCCX, CUCM, and CUC telephony environments.

Develop process design and service design package documentation for system configurations and deployments.

Conduct training sessions and knowledge transfer for Telephony Services staff to optimize system usage and troubleshooting.

Collaborate with team members to ensure seamless integration and operation of Cisco telephony systems.

Troubleshoot and resolve complex technical issues related to UCCX, CUCM, and CUC environments.

Stay updated with the latest industry trends and technologies to enhance service delivery and improve system performance.

Must-Have Qualifications :

5+ years of experience with Cisco Unified Contact Center Express (UCCX) .

5+ years of experience with Cisco Unified Communications Manager (CUCM) .

5+ years of experience with Cisco Unity Connection (CUC) .

Proven experience in designing and implementing Cisco telephony solutions .

Strong problem-solving skills and the ability to work independently .

Excellent communication and interpersonal skills .

Ability to train and mentor team members effectively.

Ability to work onsite two days a week in Lansing, MI .

Adherence to the specific resume format required for submission to the Reflik portal .

Preferred Experience :

Advanced experience with telephony call routing and network optimization .

Experience with integration projects involving Cisco telephony systems .

Familiarity with cloud-based communication solutions and VoIP technologies .

Knowledge of network configurations and security protocols in telephony environments.