About the role
JOB SUMMARY
This position serves as the lead engineer and subject matter expert for the organization’s Cisco VoIP and unified communications environment. The role is responsible for the day-to-day operation, reliability, security, and continual improvement of the Cisco telephony, voicemail, contact center, and emergency calling platforms that support the organization and the public it serves. The Cisco VoIP Engineer is responsible for all aspects of the Cisco voice environment, including Cisco Unified Communications Manager (Call Manager), Unity Connection voicemail, Unified Contact Center Express, Unified Intelligence Center, Cisco Finesse, Emergency Responder, all Cisco IP phones, Jabber clients, and remote worker telephony, including E911 services delivered through RedSky.
This role owns the full lifecycle of these systems, including physical hardware maintenance, operating system and application software maintenance, patching and upgrades, backups and disaster recovery readiness, testing, monitoring, troubleshooting, and documentation. Because telephony, contact center, and 911 services are mission-critical, the position requires a dependable, detail-oriented engineer who can work independently, communicate clearly with users and leadership, and respond quickly to service-impacting events. While the role includes collaboration with broader IT teams, it is intentionally structured to remain highly hands-on, requiring deep technical expertise in Cisco Unified Communications technologies and a strong commitment to customer service, operational excellence, and continuous improvement.
SALARY RANGE: $120,000-$130,000 annually
CORE COMPETENCIES
• Customer Commitment – Demonstrates responsiveness and high-quality service.
• Professionalism & Integrity – Upholds ethical, fair, and trustworthy behavior.
• Organizational Excellence – Commits to continuous improvement and operational quality.
• Success Through Teamwork – Collaborates effectively and fosters open communication.
JOB SPECIFIC COMPETENCIES
• Advanced technical knowledge of Cisco Unified Communications architecture, VoIP, and SIP-based call signaling and media.
• Strong hands-on engineering capability with Cisco Unified Communications Manager, Unity Connection, Contact Center Express, Unified Intelligence Center, Finesse, and Emergency Responder.
• Working knowledge of E911 requirements, location management, and remote worker emergency calling, including RedSky.
• Solid understanding of the network services that support voice, including VLANs, QoS, PoE, DHCP, DNS, NTP, and secure remote access.
• Familiarity with virtualized server platforms (such as VMware and Cisco UCS) used to host Cisco collaboration applications.
• Excellent troubleshooting skills, including call tracing, log and packet analysis, and root-cause determination.
• Experience planning and executing patches, upgrades, backups, and recovery testing with minimal disruption to operations.
• Strong documentation, communication, and customer service skills when working with end users, contact center staff, and leadership.
• Strong organizational, prioritization, and project management abilities, including vendor and carrier coordination.
REPRESENTATIVE DUTIES
Note: The following duties are illustrative and not exhaustive. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position.
Cisco Unified Communications Platform Administration
• Serve as the lead engineer for the Cisco VoIP environment and the primary escalation point for complex voice issues.
• Administer, configure, and optimize Cisco Unified Communications Manager (Call Manager), including cluster services, dial plans, route patterns, partitions and calling search spaces, device pools, SIP trunks, and user and device provisioning.
• Administer and support Cisco Unity Connection voicemail, including mailboxes, call handlers, integrations, and voicemail-to-email functionality.
• Administer and support Cisco Emergency Responder, including emergency response locations, location tracking, and on-site notifications.
• Configure and support voice gateways, SIP trunks, and PSTN connectivity, and coordinate with carriers on circuit and number management.
Contact Center Express, Finesse & Reporting
• Administer and support Cisco Unified Contact Center Express, including scripts and applications, queues, skills, agents, supervisors, and call routing.
• Administer and support Cisco Finesse agent and supervisor desktops, including layouts, gadgets, and workflows.
• Administer Cisco Unified Intelligence Center, including data sources, reports, dashboards, and user access, and develop or modify reports to meet business needs.
• Partner with contact center managers and staff to implement changes, resolve issues, and improve call handling and reporting.
Endpoints, Jabber & Remote Worker Telephony
• Deploy, configure, and support Cisco IP phones, conference phones, analog adapters, and related endpoints, including firmware and device pack management.
• Deploy, configure, and troubleshoot Cisco Jabber clients for desktop and mobile users, including softphone, presence, and voicemail functionality.
• Provide and support secure remote worker telephony, including connectivity methods such as VPN and Remote Access.
• Administer and support RedSky E911 for on-site and remote workers, including location data management, integration with Cisco Call Manager and Emergency Responder, and validation of dispatchable location.
• Support compliance with applicable E911 requirements, such as Kari’s Law and RAY BAUM’S Act, and coordinate with public safety answering points and carriers as needed.
Hardware, Operating System & Software Maintenance
• Perform physical hardware maintenance for voice infrastructure, including servers, voice gateways, and related equipment, such as installation, racking, cabling, component replacement, and RMA coordination.
• Maintain Cisco application operating systems and software through patching, service updates, firmware updates, device packs, and version upgrades.
• Plan and execute software upgrades and platform migrations, including pre-upgrade readiness checks, change documentation, and post-change validation.
• Manage certificates, licensing, and software entitlements for Cisco collaboration applications.
• Coordinate with infrastructure teams on the virtualization platform, storage, and network services that support Cisco collaboration applications.
• Track product life cycle, end-of-support dates, and security advisories, and recommend upgrade and replacement plans.
Backup, Recovery & Testing
• Configure, monitor, and verify scheduled backups for all Cisco collaboration applications, including the Disaster Recovery System.
• Perform periodic restore and recovery tests, and develop and maintain disaster recovery and business continuity procedures for voice, contact center, and emergency calling services.
• Develop and execute test plans before and after patches, upgrades, and configuration changes to confirm call routing, voicemail, contact center, phone registration, and E911 functionality.
• Perform scheduled E911 and Emergency Responder testing, and document results.
• Test system redundancy and failover, and resolve any deficiencies identified.
Monitoring, Troubleshooting & Security
• Monitor system health, performance, capacity, and call quality using Cisco monitoring and serviceability tools, call detail records, and call quality reporting.
• Lead troubleshooting and root-cause analysis for outages, call quality problems, registration issues, and integration failures, using traces, logs, and packet captures.
• Open and manage cases with Cisco TAC, carriers, and other vendors, and drive issues to resolution.
• Work with network and cybersecurity teams on QoS, VLAN and PoE design, firewall rules, secure remote access, and hardening of voice systems.
• Apply security policies, vulnerability remediation, and password and access controls to voice systems in a timely manner.
Documentation, Planning & Vendor Management
• Develop and maintain documentation, including dial plans, system configurations, network and call flow diagrams, operating procedures, and recovery runbooks.
• Lead or participate in projects such as new site builds, moves, adds, and changes, system migrations, and feature rollouts from planning through operational transition.
• Provide training, knowledge articles, and guidance to help desk staff and end users.
• Work with vendors, resellers, and carriers on support agreements, license and maintenance renewals, equipment purchases, and service issues.
• Assist with budget planning, lifecycle replacement, and capital planning for the voice environment.
• Identify opportunities to modernize and improve the reliability, security, and efficiency of voice services.
This role requires a dependable, hands-on engineer who takes ownership of a mission-critical communications platform and works closely with the network, cybersecurity, and operations teams to keep voice, contact center, and emergency calling services stable, secure, and available.
MINIMUM EDUCATION AND EXPERIENCE REQUIREMENTS
• Bachelor’s degree in Computer Science, Information Technology, Telecommunications, or a related field; or an equivalent combination of education, training, and experience.
• 5+ years of progressively responsible hands-on experience administering Cisco Unified Communications in an enterprise environment.
• Strong hands-on experience with Cisco Unified Communications Manager, including dial plan design, SIP trunking, and phone and user provisioning.
• Hands-on experience with Cisco Unity Connection, Unified Contact Center Express, Unified Intelligence Center, and Finesse.
• Experience with Cisco Emergency Responder and E911 solutions for on-site and remote workers; experience with RedSky is preferred.
• Experience deploying and supporting Cisco IP phones and Jabber clients.
• Experience performing patching, upgrades, backups, and recovery testing on Cisco collaboration applications.
• Working knowledge of networking fundamentals as they apply to voice, including VLANs, QoS, PoE, DHCP, DNS, and routing.
• Experience working with vendors, carriers, and Cisco TAC to resolve complex issues.
CERTIFICATION, LICENSE AND SPECIAL REQUIREMENTS
• Cisco CCNP Collaboration certification strongly preferred; equivalent advanced Cisco collaboration experience may be considered.
• Cisco CCIE Collaboration is a plus.
• Cisco CCNA or other relevant networking certification is preferred.
• Candidates may be required to complete technical assessments.
• Candidates may be required to provide certification verification where applicable.
PHYSICAL DEMANDS
The work is light to medium and requires exerting up to fifty (50) pounds of force occasionally and/or one (1) to ten (10) pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body; may also require balancing, manual dexterity, hearing, mental acuity, repetitive motion, speaking, talking, and visual acuity. The position involves installing and servicing rack-mounted equipment, which may include working in server rooms and data closets.
WORK ENVIRONMENT
Work is performed in a dynamic environment that requires sensitivity and responsiveness to changes in organizational goals, priorities, risks, and operational needs. Because voice, contact center, and 911 services are mission-critical, the role may require participation in after-hours support, on-call rotation, maintenance windows, and critical outage response.
This position is on-site, as it includes hands-on responsibility for physical voice equipment. A work-from-home option may be available after a minimum of six (6) months of satisfactory on-site work, subject to management approval, operational needs, and the ability to respond on-site when required.
JOB CLASS
Unclassified – At-will Employees who serve at the pleasure of the Clerk and do not have appeal rights should they be demoted, suspended, or terminated.
CAREER PATH
• Manager, Network & Cybersecurity Engineering
• Senior Director, IT Infrastructure
• Chief Information Officer
To perform this job successfully, an individual must be able to perform the essential job functions satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the primary job functions described herein. Since every duty associated with this position may not be described herein, employees may be required to perform duties not specifically spelled out in the job description, but which may be reasonably considered to be incidental in the performing of their duties just as though they were actually written out in this job description.