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Cisco Unified Communications Consultant

2 months ago

Des Plaines, Illinois, United States Beacon Hill Full time

Position Summary

The Cisco Advanced Unified Communications (UC) Consultant plays a pivotal role in supporting the Unified Communications team in the deployment of Cisco Voice and Contact Center solutions. This position focuses on the Webex Calling Multi-tenant and Webex Contact Center service platforms.

Key Responsibilities

  • Administer and manage Cisco Cloud solutions, specifically UCaaS and CCaaS.
  • Oversee user account creation, phone configurations, hunt group setups, and location management.
  • Conduct modifications including additions, relocations, and changes as required.
  • Possess expertise in IVR and Webex call flow design.
  • Troubleshoot issues related to Webex Voice and Contact Center platforms effectively.
  • Manage additional functionalities such as Voicemail, Imagicle Faxing, Calabrio, IVR, and Automated Call Distribution (ACD).
  • Facilitate the transition from legacy voice and contact center systems to Cisco solutions.
  • Maintain comprehensive documentation for UC processes, troubleshooting guides, and user manuals.
  • Work independently on requests from the support queue.
  • Ensure accurate inventory management in Service Now for cross-charging purposes.
  • Exhibit strong customer relations skills and collaborate with senior specialists as necessary.
  • Demonstrate a commitment to exceptional customer service and a desire for professional growth towards a Senior UC Specialist role.
  • Foster effective communication and teamwork within the UC department.

Area of Expertise

  • Advanced skills in managing Webex Calling multi-tenant and Webex Contact Center for moves/adds/changes/deletes (MACD).
  • Experience with IVR, ACD, and collaboration applications within the Webex Contact Center environment.
  • Proficient in programming routing services, hunt groups, and call paths.
  • Ability to generate and analyze reports for ACD queues.
  • Participate in User Acceptance Testing for UC applications.
  • Knowledge of voice circuits (PRI, ISDN, SIP) and codecs (G.711, G.729, T.38).
  • Familiarity with session border controllers and voice proxies.
  • Maintain an inventory of UC hardware, circuits, and phone numbers, addressing any discrepancies.
  • Assist in the upkeep of the UC run book/database, ensuring documentation is current and comprehensive.
  • Create and manage user guides for end users, ensuring accessibility on SharePoint.
  • Engage with customers, colleagues, and project managers to deliver outstanding service.
  • Support Unified Communications projects as directed by management or senior specialists.

Qualifications

  • Bachelor's degree or equivalent professional experience.
  • Cisco CCNA certification is preferred for cloud voice and contact center solutions.