Cisco Voice Engineer (Hybrid) - Information Technology

University of Maryland Emergency Medicine•Baltimore, MD

1d•Hybrid

About The Position

Responsible for the design, implementation, administration, and ongoing support of our enterprise Cisco Unified Communications (UC) environment. This role requires deep technical expertise across Cisco’s voice and collaboration portfolio, including Cisco Unified Communications Manager (CUCM), Cisco Unity Connection, Cisco Unified Border Element (CUBE), Cisco IM & Presence, and Cisco Unified Contact Center Express (UCCX). Mandatory competencies for this position include Interactive Voice Response (IVR) system knowledge and hands-on UCCX scripting experience, as these capabilities are central to the design and delivery of automated call-handling workflows within our contact center environment. The nature of the work of this position is project driven and changes each fiscal year. This work supports the department’s annual ITM workplan. This position performs the essential functions to achieve the annual ITM work and meet all performance metrics associated with each approved goal.

Requirements

Bachelor’s degree in Computer Science, Engineering or related technology field or combination of education and experience
Minimum 5 years of hands-on experience with Cisco Unified Communications solutions in an enterprise environment
Interactive Voice Response (IVR) system knowledge
Hands-on UCCX scripting experience

Nice To Haves

Cisco Certified Voice Professional (CCVP) Collaboration certification is preferred
Cisco Certified Network Associate (CCNA) Collaboration certification is highly desired

Responsibilities

Designs, installs, configures, and maintains all Cisco UC infrastructure components, including CUCM, Cisco Unity Connection, IM & Presence, and UCCX.
Manages and troubleshoots Cisco voice gateways (ISR/ASR), CUBE, and other session border controllers (SBCs).
Implements and manages enterprise dial plans, including calling search spaces (CSS), partitions, route patterns, and E.164 normalization.
Configures and troubleshoots SIP, H.323, and MGCP gateways and protocols.
Proactively monitors voice infrastructure health, call quality metrics, and system performance using tools like RTMT and Wireshark.
Provides Tier 2/3 escalation support for all voice-related incidents, including call routing failures, voice quality degradation, and endpoint registration issues.
Develops and maintains comprehensive documentation for the voice infrastructure, including network diagrams, configuration standards, and runbooks.
Performs system upgrades, patching, and regular maintenance of all UC components.