Telecom Voice Engineer (Cisco)

Job Title: Tier 2 - Telecom Voice Engineer (Cisco)

Location: Hybrid in Kansas City, Missouri

Period: 6-month contract (with possibility to extend)

Compensation: $40 USD / hour

Position Summary

We are seeking a Network Voice Engineer Level 2 with solid hands-on experience in Cisco Unified Communications to join our IT infrastructure team. This role is responsible for supporting, maintaining, and optimizing the company’s Cisco voice and collaboration systems, ensuring reliable and high-quality communications across the organization. The ideal candidate will possess strong troubleshooting skills and a deep understanding of Cisco UC components and VoIP networking principles.

Key Responsibilities

• Provide Level 2 support for Cisco Unified Communications systems and related voice infrastructure.
• Administer and maintain Cisco Call Manager (CUCM), Unity Connection, IM & Presence, Expressway, and Cisco gateways (ISR, VG).
• Troubleshoot and resolve issues related to call routing, SIP trunks, voicemail, and phone registration.
• Collaborate with Level 1 support, network engineers, and vendors to ensure service quality and uptime.
• Perform system monitoring, software upgrades, backups, and configuration management.
• Support integration between Cisco UC and other platforms (Microsoft Teams, Webex, SIP providers, call recording solutions, etc.).
• Participate in projects involving new deployments, migrations, and infrastructure enhancements.
• Document system configurations, procedures, and topology diagrams.
• Ensure compliance with IT security, QoS, and network standards.
• Provide after-hours support as part of an on-call rotation as needed.

Qualifications

Education & Experience:

• Bachelor’s degree in Information Technology, Telecommunications, or related field (or equivalent experience).
• 2–4 years of experience in enterprise-level voice or collaboration systems support.
• Hands-on experience with Cisco Unified Communications Manager (CUCM), Unity Connection, IM & Presence, Expressway, and Cisco voice gateways.
• Strong understanding of SIP, RTP, MGCP, H.323, QoS, and network routing concepts.
• Experience with Cisco Webex, CUCME, or Contact Center Express (UCCX) is a plus.
• Familiarity with Wireshark, RTMT, CLI, and diagnostic tools for troubleshooting.
• Knowledge of LAN/WAN networking fundamentals and collaboration integrations (e.g., with Microsoft Teams).

Skills & Competencies

• Excellent troubleshooting and analytical skills.
• Strong communication and documentation abilities.
• Ability to work both independently and in a collaborative team environment.
• Customer service–oriented with strong attention to detail.
• Comfortable managing multiple priorities in a fast-paced setting.

Preferred Certifications

• Cisco Certified Network Associate (CCNA) Collaboration or CCNP Collaboration.
• CompTIA Network or equivalent networking certification.
• Experience with ITIL processes or ticketing systems (ServiceNow, Jira, etc.) is a plus.