Role Overview :

As a Cisco Voice Specialist, you will provide expert-level consultation and technical support throughout all phases of the project lifecycle. You will play a critical role in the design, deployment, and maintenance of Cisco Unified Communication (UC) and VoIP infrastructure, ensuring seamless collaboration across enterprise environments.

Key Responsibilities :

1. Unified Communications & VoIP Infrastructure :

- Lead the design, deployment, and maintenance of Cisco Unified Communication solutions.

- Configure and manage Cisco voice hardware/software and related technologies.

- Troubleshoot VoIP, IP telephony, video, and mobile collaboration platforms.

- Analyze SIP headers and configure Session Border Controllers (SBCs).

- Provide Tier 1+ / Tier 2 support for Cisco VoIP systems and endpoints.

- Maintain and update technical documentation, SOPs, and VoIP network policies.

2. Contact Center & Collaboration :

- Support design and integration of Cisco Contact Center and related services.

- Manage and deliver training and mentorship for voice and contact center tools.

- Act as the primary trainer for both internal and external users/partners.

3. Technical Leadership & Project Management :

- Lead or assist in project planning and execution.

- Conduct customer assessments and prepare technical documentation.

- Collaborate across cross-functional teams to support implementations.

- Ensure adherence to ITSM practices (Risk, Change, Patch Management).

- Promote automation and innovation to streamline operations.

4. Carrier Services & Compliance :

- Administer carrier services, E911 compliance, and toll-free number management.

- Oversee disaster recovery plans, usage analytics, and vendor coordination.

5. Governance & Security :

- Stay informed about industry standards and evolving technologies.

- Ensure compliance with data protection and information security regulations.

- Act as a subject matter expert and conduct technical assessments.

Required Qualifications & Experience :

Education : Bachelor's degree (BE or equivalent) in a relevant field.

Experience : 7+ years of relevant experience in Cisco Voice and Contact Center environments.

Must-Have Skills :

- Strong analytical, communication, and critical thinking skills.

- In-depth knowledge of Cisco VoIP, UCCE, and Contact Center platforms.

- Proficiency with Microsoft Office productivity tools.

- Experience in remote monitoring and enterprise managed services environments.

- Understanding of telecom alternatives and industry trends.

Nice-to-Have Skills :

- Strong written and verbal communication skills.

- Familiarity with Office 365, Azure DevOps (ADO), and collaboration tools.