Associate Voice Network Engineer

Job Description

The Associate Voice Network Engineer is responsible for creating, maintaining and supporting the design and development of the Finish Line voice and collaboration environment across Corporate, Stores and Customer Care. The environment includes Cisco Unified Communications Manager (CUCM), Unity Connection (CUC), Cisco Unified Border Element (CUBE) and the CBTS SIP trunk; Amazon Connect, Voice Connector and Cisco UCCX for contact center and IVR, with Gamma and Waterfield; Webex and Expressway for mobility; Cisco Emergency Responder (CER) and RedSky for emergency calling; and Mutare, Eleveo and Variphy. Working with the primary Voice Engineer, the Associate Engineer owns routine administration after onboarding and takes on deployment, upgrade, certificate, security and automation work as competency is demonstrated. Main duties include:

• Administer CUCM, including phones, lines, calling search spaces, partitions, route and translation patterns, calling transformations and MACDs (Moves, Adds, Changes, and Deletions) for Corporate, Stores and remote users.
• Configure and troubleshoot Unity Connection call handlers, auto attendants, business-hours and holiday schedules, greetings, caller input, transfer destinations and voicemail.
• Support new store provisioning and store-to-store and store-to-corporate calling.
• Investigate and troubleshoot voice, contact center and collaboration incidents, including SIP signaling and media issues; gather evidence for carrier, Cisco TAC and vendor cases and escalate clearly to the primary Voice Engineer.
• Perform approved CUBE / IOS-XE and CUCM configuration changes and support the CBTS SIP trunk.
• Support Customer Care contact center platforms, including Amazon Connect, Voice Connector and Cisco UCCX / Finesse / CUIC, and IVR, queue and call-routing changes and integrations.
• Support emergency calling and call screening through CER, RedSky E911 and Mutare.
• Support Webex and Expressway C/E with Mobile and Remote Access (MRA) for mobile and remote users.
• Use Variphy, Cisco RTMT, platform logs and traces for monitoring, reporting and call-flow analysis; support Eleveo.
• Perform routine maintenance and prepare upgrades, patches and ES/COP packages; support pre-checks, backups, maintenance windows, testing and post-change monitoring.
• Maintain certificate inventory and support CSR generation, trust-chain validation, certificate deployment and expiration monitoring; apply approved hardening and vulnerability remediation.
• Develop and support scripts and API integrations using source control, and contribute to approved automation and AI-assisted workflows.
• Maintain runbooks, documentation and inventory of voice equipment and services.
• Participate in the team on-call/escalation rotation and scheduled maintenance windows.
• Work with vendors, carriers, application developers and other technology groups to resolve problems.
• Provide guidance and training on voice tools for HQ, Stores and remote users.
• Support Finish Line project initiatives involving voice for the full project lifecycle.
• Additional duties and projects as required.

Required Education and/or Experience

Bachelor's degree in Computer Science, Information Technology or a related field, or equivalent work experience. 2–4 years of enterprise voice/collaboration experience, or equivalent demonstrated ability.

Required Skills

• Hands-on Cisco Collaboration experience
• CUCM administration
• Unity Connection administration and call handlers, including schedules, greetings, caller input and transfers
• Enterprise VoIP/SIP fundamentals
• Dial-plan fundamentals: CSS, partitions, route patterns, translation patterns, calling transformations
• Incident troubleshooting
• Basic networking: TCP/IP, DNS, VLANs, routing and QoS
• Ability to perform established production changes and document work

Strongly Preferred

• Cisco CUBE / IOS-XE voice
• UCCX / Finesse / CUIC
• Expressway C/E and MRA
• Cisco Collaboration deployments and upgrades, including pre-checks, backups, rollback preparation and validation
• TLS/PKI and certificate lifecycle experience: inventory, CSR generation, renewal, trust-chain validation, deployment and expiration monitoring
• Security hardening, access controls and vulnerability remediation
• CER / RedSky
• SIP carrier troubleshooting
• Variphy
• Amazon Connect
• Mutare

Differentiators

• Python / PowerShell
• REST APIs
• Cisco AXL/API experience
• Git
• Monitoring/observability
• Automation development, including certificate automation
• AI/LLM integrations for troubleshooting, documentation and operational workflowws
• Webex Control Hub and readiness to support possible future Webex cloud adoption
• Cloud/contact-center integration experience

Certifications

CCNA preferred; CCNP Collaboration coursework or certification is a plus. Equivalent hands-on experience will be considered.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Sit for more than 6 hours per shift
• Use hands to finger, handle and feel
• Reach with hands and arms
• Talk and/or hear
• Walk or move from one location to another
• Occasionally may need to climb, balance, stoop, kneel, or crouch
• Lift and/or move up to 10 pounds regularly and up to 50 pounds occasionally
• Punctuality and regular attendance consistent with the company’s policies are required for this position.
• Average workweek is 40-50 hours, which can vary depending on business needs.

Work Environment:

The work environment for this position is a moderately noisy office setting with very limited exposure to a moderate to loud warehouse setting.

The company reserves the right to modify this job description with or without notice. Employees may be asked to perform additional duties outside of normal job scope on a temporary basis per company policy.

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