Cisco Voice Engineer

Job Description

Our client is seeking a Cisco Enterprise Voice Engineer II to support, administer, maintain, and enhance a large-scale Cisco Enterprise Voice environment. This role will serve as a Tier 2 engineering resource responsible for day-to-day operational support, troubleshooting, platform lifecycle management, upgrades, migrations, and change execution across voice technologies.

The ideal candidate will possess hands-on experience with Cisco Unified Communications technologies and be comfortable supporting production voice environments while maintaining compliance with governance standards, operational controls, and change management processes.

This position works closely with voice engineering teams, operations, security, vendors, and business stakeholders to ensure the reliability, performance, and stability of enterprise voice services.

Responsibilities

Voice Platform Administration & Support

• Provide Tier 2 operational support for Cisco Enterprise Voice platforms.

• Administer and support Cisco Unified Communications Manager (CUCM), Cisco Unity Connection, Cisco IOS Voice Gateways (ISR/VG), and related Voice infrastructure.

• Troubleshoot voice service incidents, call routing issues, voicemail issues, gateway connectivity, SIP integrations, and user provisioning requests.

• Perform Moves, Adds, Changes (MACD) activities across the voice environment.

• Monitor platform health, availability, and performance metrics to ensure service reliability.

• Escalate complex issues to Tier 3 engineering teams as appropriate.

Upgrades, Migrations & Lifecycle Management

• Lead and support voice platform upgrades, migrations, downgrades, and system maintenance activities.

• Manage the operational lifecycle of Enterprise Voice infrastructure, including software maintenance, platform refreshes, and technology upgrades.

• Coordinate with vendors and internal engineering teams during implementation activities.

• Assist with testing, validation, and production readiness activities before major deployments.

• Provide post-migration support and operational stabilization following implementations.

Change Management & Governance

• Partner with Change Management teams to develop implementation plans, rollback procedures, and risk mitigation strategies.

• Execute approved production changes following established governance and compliance requirements.

• Participate in CAB (Change Advisory Board) reviews and change planning activities.

• Monitor production changes and document outcomes, lessons learned, and remediation activities.

• Maintain accurate operational documentation, inventories, configuration records, and support procedures.

Compliance & Operational Oversight

• Support governance, risk, and compliance initiatives related to voice platforms.

• Assist with audit preparation, evidence collection, and policy adherence reviews.

• Track remediation items, governance exceptions, and operational action plans through completion.

• Ensure accuracy of voice platform records, inventories, and governance repositories.

• Identify opportunities for process improvements and operational efficiencies.

This is fully remote or in Charlotte offering 30-36/hr. This is a 6-month contract with strong potential to convert or extend.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to View email address on click.appcast.io learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy:

Skills and Requirements

• 3+ years of experience supporting Cisco Enterprise Voice or Unified Communications environments.

• Hands-on experience administering:

o Cisco Unified Communications Manager (CUCM)

o Cisco Unity Connection (CUC)

o Cisco IOS Voice Gateways (ISR/VG Series)

o SIP, VoIP, and telephony technologies

• Experience supporting enterprise voice incidents, troubleshooting, and operational maintenance.

• Experience performing voice system upgrades, migrations, maintenance activities, and production cutovers.

• Knowledge of change management processes, implementation planning, and rollback procedures.

• Understanding of enterprise governance, compliance, and audit requirements. • Experience with Cisco CUBE, SIP trunks, and voice gateways.

• Experience supporting Cisco Contact Center technologies (UCCX/UCCE).

• Familiarity with ServiceNow or similar ITSM platforms.

• Understanding of ITIL change, incident, and problem management processes.

• Experience participating in Change Advisory Board (CAB) activities.

• Exposure to Cisco Expressway, Jabber, or Webex Calling environments.

• Experience supporting highly regulated industries such as banking, financial services, healthcare, or government.

• Cisco CCNA Collaboration, CCNP Collaboration, or related certifications.