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This requirement is for Agency Office Voice (UC) support, covering incident handling and break‑fix services to ensure continuous and timely resolution of Voice issues.The role also requires strong communication skills along with the ability to provide reliable operational support. 6-9 years of experience in voice protocols, with strong understanding of voice technologies Excellent communication to interact effectively with agents Provides L2 support for Voice and Contact Center environments across Agency, Hub, and OC locations. Troubleshoot CUCM, Unity Connection, and voice infrastructure issues. Handles SIP, RTP, dial plan, partitions, CSS, and call routing problems. Supports softphone and Jabber configuration, login failures, and audio issues. Troubleshoots Jabber certificate errors, presence issues, and device registration failures. Manages Jabber upgrades, installations, cleanup, and user add/remove requests. Supports Cisco IP Phone issues including registration, firmware upgrade, and extension setup. Resolves phone display issues, button template problems, and soft key configuration errors. Handles ICM skill group changes, routing issues, and call distribution troubleshooting. Monitors voice gateways, CUBE, and router related call path issues. Performs configuration updates and maintenance on CUCM clusters. Conducts phone MACD (move/add/change/delete) activities for lines and devices.n Run traces and log analysis for CUCM, SIP, CTI, and media issues. Coordinates with network teams for underlying connectivity or QoS problems. Ensures compliance with voice security and operational standards. Supports voicemail (Unity) problems including mailbox, MWI, and PIN resets. Handles SRST, remote site voice failover, and survivability checks. Monitors voice infra alerts and respond to priority incidents promptly. Documents fixes, updates tickets, and brings improvements to voice operations.
6-9 years of experience in voice protocols, with strong understanding of voice technologies Excellent communication to interact effectively with agents Provides L2 support for Voice and Contact Center environments across Agency, Hub, and OC locations. Troubleshoot CUCM, Unity Connection, and voice infrastructure issues. Handles SIP, RTP, dial plan, partitions, CSS, and call routing problems.Supports softphone and Jabber configuration, login failures, and audio issues. Troubleshoots Jabber certificate errors, presence issues, and device registration failures. Manages Jabber upgrades, installations, cleanup, and user add/remove requests. Supports Cisco IP Phone issues including registration, firmware upgrade, and extension setup. Resolves phone display issues, button template problems, and soft key configuration errors. Handles ICM skill group changes, routing issues, and call distribution troubleshooting. Monitors voice gateways, CUBE, and router related call path issues. Performs configuration updates and maintenance on CUCM clusters. Conducts phone MACD (move/add/change/delete) activities for lines and devices. Run traces and log analysis for CUCM, SIP, CTI, and media issues. Coordinates with network teams for underlying connectivity or QoS problems. Ensures compliance with voice security and operational standards. Supports voicemail (Unity) problems including mailbox, MWI, and PIN resets. Handles SRST, remote site voice failover, and survivability checks. Monitors voice infra alerts and respond to priority incidents promptly. Documents fixes, updates tickets, and brings improvements to voice operations
9 years’ experience with good Network Voice (Unified Communications) background Required SkillsCommunication SkillsStrong listening, verbal, written, and non‑verbal communicationEffective questioning and clarification skillsTechnical & Knowledge SkillsStrong ability to interpret monitoring tools data and take proactive actionIn-Depth knowledge of Cisco CUCM, Unity Connection, IM&P, Voice GatewayStrong understanding of TCP/IP, VLAN, SIP, RTPStrong understanding of Unity Auto AttendantHands‑on experience with Cisco UC platforms, including configuration and troubleshooting.
Customer Service & Problem SolvingStrong troubleshooting Skill Ability to resolve increased volumes of incidents and service requestsCapability to restore services quickly and efficientlyStrong interpersonal skills for effective collaboration across teams.Confidence in handling customer interactions and managing expectationsCCN Voice Certification
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