Voice and Video Engineer

Tasks

• Maintain and optimize Cisco voice infrastructure supporting critical dispatch operations.
• Administer Calabrio Contact Center, including workforce scheduling, forecasting, and reporting.
• Configure and maintain Cisco Finesse call queues, routing strategies, and agent assignments.
• Troubleshoot softphones, call queues, and voice infrastructure issues.
• Implement and test disaster recovery and site failover procedures.
• Manage CSR onboarding, extension assignments, and Finesse desktop configurations.
• Perform independent call center opening and closing procedures.
• Lead voice infrastructure improvements and ensure reliable daily operations.

Requirements

• Cisco Unified Contact Center Express (UCCX) Administration and Scripting
• Cisco Unified Communications Manager (CUCM)
• Cisco Finesse Desktop Configuration and Queue Management
• Calabrio Contact Center: Call Recording, Quality Management, Workforce Management, and Reporting
• Cisco Softphone Implementation and Troubleshooting
• BVOIP, POTS, and PRI Line Management
• IVR and Automated Messaging Systems
• Call Routing, Multi-Skill Routing, and Agent Assignments
• AT&T Portal Services
• Disaster Recovery, Failover, and Contingency Routing
• Dispatcher Backup Systems and Call Queue Management
• Minimum 5 years of hands-on Cisco voice infrastructure experience.
• Proven experience managing Calabrio Contact Center solutions.
• Experience supporting mission-critical call center operations.
• Current Cisco certification: CCNA Collaboration or higher.
• Strong troubleshooting, communication, and independent problem-solving skills.

Schedule

• Work Model: Hybrid

How to apply

• Candidates currently in Canada: If you are interested in this opportunity, please share your updated resume.

Location

• Calgary, Alberta, Canada