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Job Description

Job Requisition Number 20202

Full Time

40 Hours/Week

Monday - Friday, 8:00am - 5:00pm

Hybrid, onsite required 1-2 days/week

On-call Required, every 6 weeks

Candidates must reside in OH or PA at the time of hire


As a key role within the corporate IS division, this position's major responsibility area is to implement new solutions as deemed needed for business, support existing solutions in place, and troubleshoot problems as reported for the Cisco Unified Communications Manager (CUCM), Cisco Unity Connection (CUC), Cisco Presence Server (IM&P) and Cisco  Contact Center as well as third party integrated technology including the Avaya CS-1000e TDM phone system.


    • Work with telecommunications and network team to Implement, and/or maintain Cisco Unified Communications systems including but not limited to CUCM, UCCX, IM&P, Finesse, Jabber, Expressway, etc.
    • Provide project design, development and installation support for Moves, Adds and Changes.
    • Support Tier 3 staff with Cisco's IP Telephony and Cisco Webex Contact Center Enterprise and all related Cisco IP telephony infrastructure.
    • Voice project resource for office moves and new facilities on including coordination of circuit installations and turn-ups, design call flows, based on business requirements and within USI Standards.
    • Support preventative maintenance programs, disaster recovery plans and redundancy plans. Maintain and test these plans regularly.
    • Perform the necessary documentation additions, updates and deletions to the in-house documentation.
    • Ability to troubleshoot Cisco Networks to diagnose root cause and resolve telephony issues.
    • Willingness to work extended hours as needed and deadlines require and be on a rotational on-call 24x7.
    • Perform level 1-3 technical support and escalation for network and telecommunications voice issues.
    • Perform operational and administration tasks and configuration changes. Recommend operational enhancements.
    • Monitor and maintain our ticketing queue responding within service level requirements.
    • Mentor Tier 1 staff in supporting of the Cisco network infrastructure and UC environment as related to Cisco IP Telephony.

Other information:

Technical Expertise

    • Telecommunications configuration, design and troubleshooting.
    • Cisco Voice \ Collaboration certification is preferred (CCNA-Voice, CCNP-Voice).
    • Familiarity with server operating systems (Linux, Windows) and application software.
    • Understanding of networking concepts and tools used for monitoring and troubleshooting.
    • Knowledge of voice and data communication protocols (H.323, SIP, LDAP, RTP, QoS).
    • Cisco IOS experience required.
    • Strong organizational skills, excellent communication and people skills.
    • Must be able to multitask, manage multiple projects and shifting priorities.
    • Ability to work independently or in a team environment.

Education and Experience

    • 5 years’ minimum experience in the Cisco IP telephony technology.
    • At least 3 years of Cisco Webex Contact Center/ Unified Contact Center Express in troubleshooting, design and configuration experience in a call center environment a plus.

Full Time

FTE: 1.000000

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