Network Voice Admin

Job Description

Key Responsibilities:

• Design, deploy, and maintain voice communication solutions using Cisco Control Hub and Webex Cloud.
• Manage and optimize voice and collaboration platforms including Genesys cloud & On-Prem -based contact center solutions.
• Working knowledge of Genesys on-prem which is installed on Windows platform, including IVR configuration and call flows.
• Basic understanding of Windows server and Linux CLI interface.
• Administer VoIP infrastructure to ensure high availability, security, and optimal performance.
• Troubleshoot voice-related issues and provide advanced-level support for end users.
• Collaborate with cross-functional teams to implement telephony-related projects and upgrades.
• Maintain comprehensive documentation for system configurations, processes, and troubleshooting guides.
• Evaluate emerging technologies to recommend improvements for enterprise communication strategies.

Required Skills & Qualifications:

• Strong hands-on experience with Cisco Control Hub Cloud and Webex Cloud Services.
• Working knowledge of Genesys Cloud (formerly PureCloud) platform, including IVR configuration and call flows.
• Solid understanding of SIP, VoIP protocols, and real-time media troubleshooting.
• Familiarity with network fundamentals such as QoS for voice, firewalls, and VPNs.
• Proficiency in using diagnostic tools like packet captures and call analytics platforms.
• Experience with enterprise telephony integrations (e.g., CRM, ticketing systems).

Preferred Qualifications:

• Cisco certifications (e.g., CCNP Collaboration, Cisco Webex Certified).
• Genesys certifications or prior experience in a high-volume call center environment.
• Scripting or automation experience using Python or similar tools is a plus.

͏

͏