corebts - Senior Voice Engineer

• Design, deploy, administer, and support Cisco voice and collaboration solutions across managed services customers • Provide operational support for Cisco Unified Communications platforms, including incident response, problem resolution, and service requests • Support and maintain Cisco Contact Center solutions, including Webex Contact Center and Cisco UCCX • Configure and support Cisco Unified Communications Manager (CUCM), Unity Connection, gateways, and SIP integrations • Administer and support InformaCast for mass notification and emergency communications • Perform proactive monitoring, capacity planning, and system health checks in a managed services model • Troubleshoot complex voice, call routing, and QoS issues across LAN/WAN environments • Participate in customer onboarding, migrations, upgrades, and platform lifecycle management • Create and maintain technical documentation, standard operating procedures, and network diagrams • Collaborate with NOC, engineering, and service delivery teams to meet SLAs and customer expectations • Provide technical guidance and mentoring to junior engineers as needed • Participate in on‑call rotation and after‑hours support as required by managed services commitments • ## Required Knowledge, Skills, and Abilities • 5+ years of experience supporting Cisco voice and collaboration solutions • Proven experience working in a managed services environment supporting multiple customers • Hands‑on experience with CUCM, Webex Contact Center, Cisco UCCX, InformaCast, and CUBE • Strong experience with Cisco CUCM, Unity Connection, SIP, and voice gateways • Working knowledge of Webex Calling PSTN models, including cloud PSTN, Cloud Connected PSTN, Cisco Calling Plans, Local Gateway, SIP trunks, number porting, DID management, carrier routing, and emergency calling considerations. • Solid understanding of networking fundamentals including TCP/IP, QoS, VLANs, and WAN technologies • Strong analytical, troubleshooting skills, documentation and ability to resolve complex, multi‑layer issues • Excellent written and verbal communication skills with both technical and non‑technical audiences • Ability to work in an SLA-driven managed services model with strong ticket ownership, customer updates, and escalation discipline. • Experience with Cisco Webex Calling Dedicated Instance or hybrid Cisco cloud voice deployments. • Experience with Microsoft Teams Phone or hybrid Cisco and Microsoft collaboration environments. • Experience supporting Cisco UC platforms on VMware or other virtualization technologies. • Familiarity with monitoring and alerting tools such as LogicMonitor, BigPanda, Control Hub analytics, or similar platforms. • Experience using Wireshark, packet captures, Cisco RTMT, Control Hub troubleshooting, call history, analytics, and Cisco TAC engagement for incident resolution. • Exposure to automation or scripting such as PowerShell or Python in support or operational contexts. • Prior experience working for a Managed Services Provider (MSP), NOC, or outsourced IT support organization. • CCNA or equivalent Cisco voice, network or collaboration experience • CCNP Collaboration, Webex Calling, Webex Contact Center, or cloud voice training • NRI North America is proud to be an Equal Opportunity/Affirmative Action employer. • NRI North America will accept applications on an ongoing basis. • NRI North America will consider qualified candidates with criminal histories in a manner consistent with The Los Angeles Fair Chance Initiative for Hiring Ordinance. • If you require reasonable accommodation in completing an application, interviewing, or otherwise participating in the hiring process, please direct your inquiries to [email protected].