Cisco Telephony Engineer - Onsite Position

ThedaCare; Appleton, Oshkosh, Neenah (WI, WI, WI); On-site; USD 95,000 - 125,000; Full time

Job summary

ThedaCare is seeking a Telecommunications Systems Engineer to manage enterprise voice and contact center platforms, with hands-on responsibility for daily operations, optimization, and reliability across on-prem and cloud telephony environments. The role emphasizes configuration, call quality assurance, incident response, and lifecycle support.

Responsibilities include design and implementation of call routing, dial plans, and disaster recovery planning, plus coordination with vendors and

Qualifications

• Bachelor's degree in computer science.
• Five years of information technology experience.
• Three years of infrastructure discipline experience.
• Advanced knowledge of desktop, server, and communications equipment operating systems.

Responsibilities

• Defines, implements and manages operating system policies and procedures, and leads systems planning.
• Compiles and analyzes system operations and makes recommendations for greater efficiency.
• Formulates/defines specifications for complex operating software.
• Designs and implements customization of system environment to meet client needs and improve the overall performance of the system.
• Works with system vendors to identify and correct hardware and software problems of the highest level.
• Ensures integrity, accuracy, access, and security of all system hardware and operating system.
• Serves as a key contributor in the creation and design of the disaster recovery plan.

Skills

Advanced troubleshooting

Incident response

System design

Documentation

Change management

Education

Bachelor's degree in computer science

Five years of information technology experience

Three years of infrastructure discipline experience

Tools

Cisco Call Manager

Unity Connection

UCCX

CUBE

Genesys Cloud

Wireshark

RTMT

QoS metrics

SIP analysis

Job description

The Telecommunications Systems Engineer is a hands-on technical specialist responsible for the daily operation, optimization, and reliability of enterprise voice and contact center platforms. This role emphasizes system configuration, call quality assurance, incident response, and lifecycle support across on-prem and cloud telephony environments. Core responsibilities include telephony operations and lifecycle management (Cisco Call Manager, Unity Connection, UCCX, CUBE, Genesys Cloud); call quality monitoring and advanced troubleshooting (Wireshark, RTMT, QoS metrics, SIP analysis); system design and configuration (dial plans, call routing, contact center flows, redundancy); incident response and root cause analysis; vendor and carrier coordination; accurate documentation and change management; and participation in after-hours on-call support.

KEY ACCOUNTABILITIES:

1. Defines, implements and manages operating system policies and procedures, and leads systems planning.
2. Compiles and analyzes system operations and makes recommendations for greater efficiency.
3. Formulates/defines specifications for complex operating software.
4. Designs and implements customization of system environment to meet client needs and improve the overall performance of the system.
5. Works with system vendors to identify and correct hardware and software problems of the highest level.
6. Ensures integrity, accuracy, access, and security of all system hardware and operating system.
7. Serves as a key contributor in the creation and design of the disaster recovery plan.

QUALIFICATIONS:

• Bachelor’s degree in computer science
• Five years of experience in information technology
• Three years of experience in infrastructure disciplines
• Advanced knowledge of desktop, server, and communications equipment operating systems

PHYSICAL DEMANDS:

• Ability to move freely (standing, stooping, walking, bending, pushing, and pulling) and lift up to a maximum of fifty (50) pounds without assistance
• Job classification is not exposed to blood borne pathogens (blood or bodily fluids) while performing job duties

WORK ENVIRONMENT:

• Normally works in climate controlled office environment
• Frequent sitting with movement throughout office space
• Use of computers throughout the work day
• Frequent use of keyboard with repetitive motion of hands, wrists, and fingers