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Cisco Unified Communications Consultant

2 months ago

Des Plaines, Illinois, United States Beacon Hill Full time

Key Qualifications

  1. Proficient in Cloud-Based Cisco Webex Calling Multitenant and Webex Contact Center solutions.
  2. Experience in transitioning from traditional systems to Webex Cloud platforms.
  3. Exceptional communication abilities, serving as the Subject Matter Expert.

Position Summary

  • The Cisco Advanced Unified Communications (UC) Specialist plays a crucial 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.
  • Strong expertise in Cisco Cloud administration is essential for both UCaaS and CCaaS environments.
  • Primary duties include user management, phone configurations, hunt group setups, and location management.
  • Responsibilities encompass adding, moving, and modifying user accounts and services.
  • IVR experience and proficiency in Webex call flow design are required.
  • Strong troubleshooting skills for Webex Voice and Contact Center platforms are necessary.
  • Additional competencies include Voicemail, Imagicle Faxing, Calabrio, IVR, Automated Call Distribution (ACD), collaboration tools, headsets, and phones.
  • This role is pivotal in facilitating the migration from legacy voice and contact center systems to Cisco solutions.
  • Ownership of location setups, user configurations, and deployment to client sites is expected.
  • All Advanced UC engineers are responsible for creating and maintaining documentation for UC processes, troubleshooting guides for support teams, and user manuals for associates.
  • Ability to work independently on requests from the service queue is essential.
  • Advanced UC Specialists are tasked with maintaining accurate inventory databases in Service Now for proper cross-charging.
  • Strong customer relations skills are vital, and assistance to senior specialists may be required.
  • This candidate should be highly motivated to deliver outstanding customer service and demonstrate a desire to advance to a Senior UC Specialist role.
  • All advanced UC specialists should possess strong written and verbal communication skills and be effective team players.

Responsibilities Include:

  • Advanced skills in administering Webex Calling multi-tenant and Webex Contact Center for moves/add/changes/deletes (MACD).
  • Experience with IVR, ACD, attendant schedules, messaging, and other collaboration applications for Webex Contact Center.
  • Solid skills in programming routing services, hunt groups, call paths, RNA, BLF, etc.
  • Ability to create and interpret reports for ACD queues within the environment.
  • Configuration and participation in User Acceptance Testing of UC applications.
  • Working 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 deployed hardware, circuits, and phone numbers, identifying discrepancies.
  • Assist in maintaining the UC run book/database, including documentation for all hardware, software, manufacturer technical support, and current vendors.
  • Create and maintain user guides for end users to be posted on the SharePoint site.
  • Interface with customers, peers, and project managers to ensure excellent customer service.
  • Support Unified Communications projects as directed by management or senior specialists.

Education and Certifications:

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