Job Description
Voice and Video Engineer – Cisco Voice, UCCX, CUCM & Calabrio
Location: Calgary AB
Hybrid
Required Technical Skills:
Core Cisco Voice Infrastructure:
• Advanced expertise in Cisco Unified Contact Center Express (UCCX) administration and scripting
• Proven experience with Cisco Unified Communications Manager (CUCM) administration
• Basic understanding of IVR software and automated messaging systems
• Strong proficiency in Cisco Finesse desktop configuration and queue management
• Demonstrated ability to manage BVOIP operations, POTS, and PRI line
Call Center Technologies:
• Advanced knowledge of Calabrio Contact Center platform, including:
• Call recording system administration
• Quality management configuration
• Workforce management scheduling and forecasting
• Performance analytics and reporting
• Experience with Cisco softphone implementation and troubleshooting
• Expertise in Finesse call queue configuration and routing strategies
• Proficiency in managing multi-skill routing and agent assignments
• Ability to configure and maintain AT&T portal services
Business Continuity & Disaster Recovery:
• Experience implementing and maintaining DR voice plans
• Knowledge of site-to-site failover procedures
• Expertise in contingency routing and number management
• Understanding of dispatcher backup systems and gas control call queue management
Day-to-Day Operations:
• Ability to efficiently manage CSR onboarding and extension assignments
• Experience with Finesse desktop and sidecart configuration
• Strong troubleshooting skills for queue management issues
• Capability to perform independent call center opening/closing procedures
Required Experience:
• Minimum 5 years of hands-on experience with Cisco voice infrastructure
• Proven track record managing Calabrio Contact Center solutions
• Experience supporting mission-critical call center operations
• Current Cisco certifications (CCNA Collaboration or higher)
Key Responsibilities:
• Maintain and optimize voice infrastructure supporting emergency dispatch operations
• Manage Calabrio workforce management system and reporting
• Configure and maintain Finesse call queues and routing strategies
• Execute and test disaster recovery procedures
• Provide technical leadership for voice infrastructure improvements
• Manage day-to-day call center technical operations independently
This role requires strong expertise in Calabrio Contact Center solutions and Cisco voice infrastructure, with particular emphasis on call queue management, workforce optimization, and softphone technologies. The ideal candidate will have both technical proficiency and practical experience in maintaining critical call center operations.
Requirements
Top 3 Required Skills: 1. IBM Financial transaction 2. Payment flow 3. Support Modernization Detailed Job Description: • Design, develop, and maintain applications built on IBM Financial Transaction Manager (FTM) to support core payments processing. • Contribute to the development of payment flows supporting transaction processing. • Build and support integrations between FTM and upstream/downstream systems using enterprise integration patterns. • Participate in the design, development, testing, deployment, and production support. • Troubleshoot and resolve application and integration issues in a complex, regulated environment. • Collaborate with architecture, QA, and operations teams to ensure platform stability, scalability, and performance. • Support modernization initiatives and enhancements to existing payment hub capabilities. • Produce clear technical documentation and participate in code reviews and knowledge sharing.
Cisco UCCX Voice & Video Infrastructure Engineer – CUCM, Finesse & Calabrio • Calgary, AB, ca
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