255-13 Senior Systems Engineer

We are seeking a highly skilled Senior System Engineer to lead the design, engineering, implementation, and support of Cisco Unified Contact Center Express (UCCX), Unified Communications Manager (CUCM), and Unity Connection (CUC) platforms. This role is critical in enhancing call routing capabilities and supporting advanced contact center functionalities. The ideal candidate will also provide Level 2 and 3 technical support, training, and knowledge transfer to internal Telephony Services staff.

• Design and implement advanced call routing and contact center solutions using Cisco UCCX.

• Provide engineering and technical support for Cisco CUCM and CUC platforms.
• Develop and maintain service design packages and process documentation.
• Deliver Level 2 and Level 3 support for telephony infrastructure, resolving complex issues.
• Collaborate with cross-functional teams to ensure seamless integration of voice services.
• Conduct training sessions and knowledge transfer workshops for Telephony Services staff.
• Participate in capacity planning, system upgrades, and performance tuning.
• Ensure compliance with security policies and best practices in telephony systems.
• Maintain detailed documentation of configurations, changes, and procedures.

• Cisco Unified Contact Center Express (UCCX): Minimum 5 years of hands-on experience.
• Cisco Unified Communications Manager (CUCM): Minimum 5 years of experience.
• Cisco Unity Connection (CUC): Minimum 5 years of experience.
• Strong understanding of VoIP, SIP, and telephony protocols.
• Experience with scripting and call flow design in UCCX.
• Proficiency in troubleshooting and root cause analysis of voice systems.
• Excellent communication and documentation skills.
• Ability to work independently and in a team-oriented environment.

• Cisco certifications such as CCNP Collaboration or CCIE Collaboration.
• Experience with Cisco Jabber, Webex, or other collaboration tools.
• Familiarity with ITIL practices and service management frameworks.
• Experience in public sector or large enterprise environments.