Network Voice Engineer

Tata Consultancy Services; Port Huron (MI); On-site; USD 80,000 - 95,000; Full time

Benefits offered by this job

Annual Incentive

Medical Coverage

Parental Leaves

Insurance Options

Training Reimbursement

Vacation & Holidays

401K Plan

Job summary

Tata Consultancy Services in Port Huron, MI is seeking an experienced contact center infrastructure specialist to administer and support Cisco CUCM, UCCX, Finesse, and voice infrastructure. You will configure routing, queues, and agent assignments while managing Calabrio WFM/QM and reporting.

Responsibilities include IVR support, disaster recovery, onboarding, and vendor coordination to ensure high availability of critical contact center environments.

Qualifications

• Bachelor's degree in Computer Science or equivalent.
• Experience administering Cisco CUCM/UCCX and Calabrio products.
• Strong knowledge of VoIP, SIP, and contact center technologies."

Responsibilities

• Administer and support Cisco CUCM, UCCX, Finesse, and Cisco voice infrastructure.
• Configure and maintain call routing, queues, skills, and agent assignments.
• Manage Calabrio Workforce Management, Quality Management, and Reporting functions.
• Support IVR systems, softphones, PRI/POTS circuits, and telecom services.
• Troubleshoot voice and contact center incidents and perform root cause analysis.
• Execute disaster recovery testing and maintain failover procedures.
• Manage onboarding, extension assignments, and contact center operational changes.
• Collaborate with telecom vendors and internal teams to resolve voice issues.
• Maintain operational documentation and provide technical improvement recommendations.
• Ensure high availability of mission-critical contact center environments.

Skills

CUCM

UCCX

Finesse Administration

Softphone Configuration

IVR Administration

Calabrio WFM

Calabrio QM & Recording

Queue Management

SIP/VoIP

PRI/POTS/BVoIP

Voice Troubleshooting

Disaster Recovery

Cisco Collaboration Infra

Strong Communication

Incident Management

Documentation

Education

Bachelor of Computer Science

Tools

Cisco CUCM

Cisco UCCX

Cisco Finesse

Calabrio WFM

Calabrio QM

Call Recording

SIP/VoIP

PRI/POTS/BVoIP

Job description

Job Description

• Cisco Unified Communications Manager (CUCM)
• Cisco Unified Contact Center Express (UCCX)
• Cisco Softphone Configuration and Support
• IVR Administration and Troubleshooting
• Calabrio Quality Management and Call Recording
• Queue Management and Call Routing
• SIP/VoIP Technologies
• PRI, POTS, and BVoIP Management
• Cisco Voice Troubleshooting
• Disaster Recovery and Business Continuity for Contact Centers
• Administer and support Cisco CUCM, UCCX, Finesse, and Cisco voice infrastructure.
• Configure and maintain call routing, queues, skills, and agent assignments.
• Manage Calabrio Workforce Management, Quality Management, and Reporting functions.
• Support IVR systems, softphones, PRI/POTS circuits, and telecom services.
• Perform troubleshooting and root cause analysis for voice and contact center incidents.
• Execute disaster recovery testing and maintain failover procedures.
• Manage onboarding, extension assignments, and contact center operational changes.
• Work with telecom vendors and internal teams to resolve voice infrastructure issues.
• Maintain operational documentation and provide technical recommendations for improvements.
• Ensure high availability of mission-critical contact center environments.

Must Have Technical/Functional Skills

• Cisco Unified Communications Manager (CUCM)
• Cisco Unified Contact Center Express (UCCX)
• Cisco Finesse Administration
• Cisco Softphone Configuration and Support
• IVR Administration and Troubleshooting
• Calabrio Workforce Management (WFM)
• Calabrio Quality Management and Call Recording
• Queue Management and Call Routing
• SIP/VoIP Technologies
• PRI, POTS, and BVoIP Management
• Cisco Voice Troubleshooting
• Disaster Recovery and Business Continuity for Contact Centers
• Cisco Collaboration Infrastructure Support

Roles & Responsibilities

• Administer and support Cisco CUCM, UCCX, Finesse, and Cisco voice infrastructure.
• Configure and maintain call routing, queues, skills, and agent assignments.
• Manage Calabrio Workforce Management, Quality Management, and Reporting functions.
• Support IVR systems, softphones, PRI/POTS circuits, and telecom services.
• Perform troubleshooting and root cause analysis for voice and contact center incidents.
• Execute disaster recovery testing and maintain failover procedures.
• Manage onboarding, extension assignments, and contact center operational changes.
• Work with telecom vendors and internal teams to resolve voice infrastructure issues.
• Maintain operational documentation and provide technical recommendations for improvements.
• Ensure high availability of mission-critical contact center environments.

Generic Managerial Skills, If any

• Strong communication and stakeholder management
• Ability to work independently with minimal supervision
• Incident and problem management
• Documentation and reporting skills
• Prior experience supporting 24x7 critical operations
• Team collaboration and knowledge sharing

TCS Employee Benefits Summary

• Discretionary Annual Incentive.
• Comprehensive Medical Coverage: Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans.
• Family Support: Maternal & Parental Leaves.
• Insurance Options: Auto & Home Insurance, Identity Theft Protection.
• Convenience & Professional Growth: Commute r Benefits & Certification & Training Reimbursement.
• Time Off: Vacation, Time Off, Sick Leave & Holidays.
• Legal & Financial Assistance: Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing.

Salary Range

Salary Range: $80,000 -$95,000 year

Qualifications

BACHELOR OF COMPUTER SCIENCE