UCCE Voice Engineer III

Insight Global; Livonia (MI); On-site; USD 80,000 - 100,000; Full time

Benefits offered by this job

Healthcare insurance

Paid leave

Job summary

A staffing agency is seeking a UCCE Voice Engineer for a mid-sized client in Livonia, MI. The ideal candidate will have strong experience with Cisco Contact Centers, focusing on administration and support tasks. Key responsibilities include managing CUCM configurations, providing Tier 3 support for voice infrastructure, and creating documentation. Candidates should have an associate degree and 3-5 years of related experience. Preference will be given to those with Genesys experience and certifications.

Qualifications

• 3-5+ years of professional experience as Voice Engineer.
• Heavy expertise with administration, troubleshooting, and patching.
• Strong SQL Database experience for reporting and troubleshooting.

Responsibilities

• Manage CUCM clusters, dial plans, SIP trunks, and device configurations.
• Provide Tier 3 support for contact center and voice infrastructure.
• Create and maintain detailed documentation for configurations and processes.

Skills

Cisco Contact Center

Administration and troubleshooting

ICM scripting

SQL Database

Genesys phone system

Education

Associate degree in relevant field

Job description

Benefit packages for this role may include healthcare insurance offerings and paid leave as provided by applicable law.

Day to Day:

Insight Global is looking for a UCCE Voice Engineer to join the team of one of its mid‑sized clients in the life insurance industry. This person should be a team player, with a strong Cisco Contact Center background. This role will predominantly be an administration role, and will work as the go to individual for all contact center support, as well as this individual must either have exposure to Genesys cloud or be open to learning it right away. This role is based in Livonia, MI.

Administration & Maintenance

• Manage CUCM clusters, dial plans, SIP trunks, and device configurations.
• Perform system upgrades, patches, and version migrations for PCCE and CUCM.
• Monitor system performance and troubleshoot issues proactively.

Integration & Customization

• Integrate PCCE with third‑party applications (CRM, WFM, reporting tools).
• Develop and maintain call routing scripts and IVR flows using Cisco ICM and CVP Studio.
• Implement security best practices and compliance standards.
• Vering Call Recording

Support & Documentation

• Provide Tier 3 support for contact center and voice infrastructure.
• Create and maintain detailed documentation for configurations, processes, and troubleshooting guides.
• Train internal teams on PCCE and CUCM functionalities.

Basic Qualifications:

• At least an associate degree in relative field of study
• 3-5+ years of professional experience as Voice Engineer
• 3-5+ years expertise working with UCCE within a Cisco Contact Center
• Heavy expertise with administration - troubleshooting, patching, etc.
• Experience with ICM(intelligent contact management) scripting/maintenance
• Experience with supporting CVP(Cisco Voice Portal)
• Strong SQL Database experience - reporting & troubleshooting experience
• Querying experience is preferred
• This person must have a great personality, and be a strong independent team player
• This person must be strong technically, but also resourceful

Preferred Qualifications:

• Certifications
• CCNA or CCIE
• Any Genesys phone system experience is highly preferred