Unified Communications and Contact Center Support Engineer
We’re looking for an experienced Unified Communications and Contact Center Support Engineer to provide dedicated remote support for a large enterprise communications environment. The ideal candidate has strong Level 3 Cisco Unified Communications Manager (CUCM) experience, solid troubleshooting skills, scripting/automation experience with Python and SQL, and the ability to communicate directly with technical and non-technical stakeholders. This role also offers room to grow into Five9 Contact Center administration and other technologies across a complex enterprise voice and collaboration environment.
Key responsibilities:
Provide advanced Level 3 support and administration for Cisco CUCM and related collaboration technologies.
Troubleshoot call processing, routing, dial plans, application services, system issues, and supporting infrastructure.
Support CUCM upgrades, patching, scheduled maintenance, production changes, and system monitoring.
Develop and maintain Python scripts and use SQL for automation, troubleshooting, reporting, and data analysis.
Provide basic Five9 administration (users, moves/adds/changes, reporting, schedules, prompts, operating hours, routine call-flow changes).
Work directly with stakeholders to review requests, clarify requirements, validate the desired outcome, and translate them into technical changes.
Document proposed changes, run them through the established change-management process, implement, test, and confirm completion.
Maintain technical documentation, operational procedures, change records, scripts, and support runbooks.
Cross-train into additional communications technologies as needed.
Location: Remote - GMT-06:00 to GMT-04:00
Skills required for this job:
- API integration
- Change management (CM)
- Cisco UCS Rack Servers
- Cisco call manager
- Five9
- Git
- Microsoft Teams
- MongoDB
- Python
- Routing
- SQL
- Troubleshooting
- TypeScript
- VMware