Design, configure, maintain, and troubleshoot Cisco on-premises IP telephony (IPT) infrastructure, including voice gateways and analog telephony components.
Administer and support Cisco Unified Communications Manager (CUCM/Call Manager), Cisco UCCX, and Cisco Unity.
Develop, maintain, and troubleshoot Cisco UCCX scripts and automated call flows supporting help desk and other business functions.
Support enterprise video conferencing and Webex services, including user administration, configuration, and end-user training.
Maintain enterprise fax solutions and integrations between telephony systems, fax platforms, and related security systems.
Monitor communications infrastructure, investigate service interruptions, resolve technical issues, and follow established incident-management procedures.
Coordinate with telecommunications carriers and third-party vendors on service provisioning, troubleshooting, maintenance, and system changes.
Analyze system configurations and performance to recommend improvements to reliability, availability, and operational efficiency.
Maintain technical documentation, system configuration records, backups, and disaster recovery procedures.
Manage hardware and software inventory and licensing in collaboration with procurement and internal IT teams.
Hands-on experience administering and supporting Cisco on-premises IP telephony infrastructure.
Working knowledge of Cisco Unified Communications Manager (CUCM/Call Manager), Cisco UCCX, and Cisco Unity.
Experience configuring, maintaining, and troubleshooting enterprise voice systems, voice gateways, and call-routing solutions.
Experience with Cisco UCCX scripting, automated call flows, or contact-center functionality.
Familiarity with Webex, video conferencing, enterprise fax solutions, and communications-system integrations.
Strong troubleshooting and analytical skills, with the ability to diagnose issues across hardware, software, networks, and integrated systems.
Experience monitoring infrastructure, managing support tickets, documenting configurations, and coordinating with vendors or telecommunications carriers.
Strong communication skills and the ability to provide technical guidance and end-user training.
Ability to manage multiple priorities while supporting reliable, business-critical communications services.
Important qualification: Candidates must have experience with Cisco’s on-premises IPT infrastructure. Experience limited to other phone systems or cloud-only telephony environments will not meet the requirements for this position.
SGC is a Certified Small Diverse Business for the Commonwealth of PA serving Harrisburg, Hershey, Mechanicsburg, Carlisle, Lancaster, Allentown, State College, York, Sunbury, Philadelphia & Baltimore.
