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Job Description
Key Responsibilities:
Cisco Telephony Administration
Perform daily moves, adds, changes, and deletions (MACDs) within:
Cisco Unified Communications Manager (CUCM)
Cisco Unity Connection
Cisco Unified Contact Center Enterprise (UCCE)
Create, modify, and deactivate user accounts and device profiles.
Assign and manage phone extensions according to established location-based numbering plans.
Configure user profiles in accordance with organizational naming standards and telephony policies.
Provision and maintain voicemail accounts and associated settings.
Configure contact center agent accounts, including:
Agent IDs
Team assignments
Skill group assignments
Peripheral associations
Agent profile updates
Validate configurations and ensure accuracy of routing and telephony assignments.
Operational Support
Process incidents and service requests within established SLAs.
Maintain documentation of telephony changes and configuration activities.
Perform quality checks on completed provisioning activities.
Coordinate with business units, contact center leadership, and technical teams on telephony requests.
Secondary Responsibilities
Incident Response and Tier 1 Support
Respond to telephony-related incident tickets.
Troubleshoot and resolve basic Cisco collaboration issues.
Investigate and assist with:
Webex softphone login failures
Cisco Finesse login issues
Voicemail access problems
Extension and device registration issues
Basic call routing concerns
User provi