SME - Wireless Networking

Job Summary

Role Overview This requirement is for Agency Office Voice (UC) support, covering incident handling and break‑fix services to ensure continuous and timely resolution of Voice issues.The role also requires strong communication skills along with the ability to provide reliable operational support

Network Voice, Cisco IPT, CUCM, CUC, IM&P Secondary Skill: Zoom Telephony

Key Responsibilities

10-15 years of experience in voice protocols, with strong understanding of voice technologies Excellent communication to interact effectively with agents Provides L2 support for Voice and Contact Center environments across Agency, Hub, and OC locations. Troubleshoot CUCM, Unity Connection, and voice infrastructure issues. Handles SIP, RTP, dial plan, partitions, CSS, and call routing problems. Supports softphone and Jabber configuration, login failures, and audio issues. Troubleshoots Jabber certificate errors, presence issues, and device registration failures. Manages Jabber upgrades, installations, cleanup, and user add/remove requests. Supports Cisco IP Phone issues including registration, firmware upgrade, and extension setup. Resolves phone display issues, button template problems, and soft key configuration errors. Handles ICM skill group changes, routing issues, and call distribution troubleshooting. Monitors voice gateways, CUBE, and router related call path issues. Performs configuration updates and maintenance on CUCM clusters. Conducts phone MACD (move/add/change/delete) activities for lines and devices. Run traces and log analysis for CUCM, SIP, CTI, and media issues. Coordinates with network teams for underlying connectivity or QoS problems. Ensures compliance with voice security and operational standards. Supports voicemail (Unity) problems including mailbox, MWI, and PIN resets. Handles SRST, remote site voice failover, and survivability checks. Monitors voice infra alerts and respond to priority incidents promptly. Documents fixes, updates tickets, and brings improvements to voice operations.

Skill Requirements

Experience 10-15 years’ experience with good Network Voice (Unified Communications) background Required Skills Communication Skills Strong listening, verbal, written, and non‑verbal communication Effective questioning and clarification skills Technical & Knowledge Skills Strong ability to interpret monitoring tools data and take proactive action In-Depth knowledge of Cisco CUCM, Unity Connection, IM&P, Voice Gateway Strong understanding of TCP/IP, VLAN, SIP, RTPStrong understanding of Unity Auto Attendant Hands‑on experience with Cisco UC platforms, including configuration and troubleshooting.Customer Service & Problem Solving Strong troubleshooting Skill Ability to resolve increased volumes of incidents and service requests Capability to restore services quickly and efficiently Strong interpersonal skills for effective collaboration across teams.Confidence in handling customer interactions and managing expectations.

Other Requirements

• Network Voice certifications
• CCNP Voice