Cisco Call Manager IT Teach Lead

Position: Cisco Call Manager IT Teach Lead 2
Summary
We are seeking a highly skilled Cisco Call Manager / Unified Communications Engineer to lead the design, implementation, and support of our enterprise voice and collaboration infrastructure. This role is responsible for managing Cisco Unified Communications platforms, ensuring system reliability, optimizing performance, and maintaining secure, scalable voice and video solutions across the organization.
Key Responsibilities
Unified Communications Administration

• Administer Cisco Unified Communications Manager (CUCM), Unity Connection, UCCX, and Call Manager Express (CME)
• Add/update users, phones, extensions, and device profiles
• Configure route patterns, partitions, dial plans, and calling search spaces
• Manage voicemail systems, call handlers, and voicemail-to-email integration
• Develop and troubleshoot IVR scripts, agent queues, and call routing logic

Infrastructure Design & Optimization

• Plan, design, and optimize high-level voice, video, and network solutions
• Install and configure Cisco UCCE infrastructure for enterprise networks
• Design and test Cisco IPT VoIP architecture, UCCE workflows, and voice gateway configurations
• Configure and test Cisco Unity voicemail, UCCE Web View, and CUIC reporting

Capacity Planning & Monitoring

• Perform capacity planning through ongoing monitoring, alerting, and reporting of resource utilization and system errors
• Use tools like RTMT, Wireshark, and VMware vSphere to assess performance and identify issues
• Research and maintain network availability across data centers and disaster recovery sites

Security & Compliance

• Implement and maintain collaboration security best practices
• Assess threats, vulnerabilities, and risks; apply technical countermeasures
• Manage UC application certificates (Tomcat, Call Manager, CAPF) and secure SIP/HTTPS communications
• Use OpenSSL and Cisco OS Admin GUI for certificate management

System Maintenance & Troubleshooting

• Perform system backups and restores using Disaster Recovery System (DRS)
• Patch and update UC applications (COP files, firmware, ISO/SFTP)
• Troubleshoot SIP/H.323 call flows, voice gateway dial peers, and QoS issues
• Analyze logs, JTAPI traces, and debug UCCX scripts and gateway call flows

Virtualization & Linux CLI

• Deploy UC applications via OVA/OVF templates on VMware vSphere/ESXi
• Manage VM snapshots, resource allocation, and performance monitoring
• Execute basic Linux CLI commands for UC systems and monitor system health

Documentation & Inventory Management

• Build, maintain, and audit voice network documentation including configurations, topologies, manuals, and support contacts
• Maintain inventories for support and maintenance across locations
• Create and update Visio diagrams, runbooks, and operational guides

Collaboration & Communication

• Coordinate with telecom providers for SIP/PRI issues and upgrades
• Train end-users on voicemail, IVR navigation, and collaboration tools
• Write clear change reports, incident documentation, and escalation notes

ITIL Process Awareness

• Follow ITIL workflows for change, incident, and problem management
• Ensure proper handover and escalation procedures

Systems & Technologies Supported Platform / Technology Responsibilities CUCM User/device provisioning, dial plan management, backups Unity Connection Voicemail setup, call handlers, email integration UCCX/UCCE IVR scripting, agent/queue configuration, reporting VMware vSphere/ESXi UC app deployment, VM monitoring Linux CLI Log analysis, system health checks SIP/H.323 Call flow troubleshooting, protocol analysis Cisco IOS Gateways Dial peer configuration, trunk setup QoS Jitter, latency, packet loss troubleshooting RTMT Real-time monitoring, crash dump collection Certificates & Security Certificate management, secure communications LDAP/AD Integration User sync, access control Documentation Tools Visio, operational guides, runbooks Qualifications

• Bachelor's degree in Computer Science, Information Technology, or related field
• 5+ years of experience in Cisco Unified Communications and voice infrastructure
• Cisco certifications (e.g., CCNP Collaboration, CCNA Voice) highly preferred
• Strong knowledge of SIP/H.323 protocols, VMware, Linux CLI, and Cisco IOS
• Familiarity with ITIL processes and enterprise change management workflows