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Custom Business Solutions, Inc logo

Voice Engineer

Custom Business Solutions, Inc

  • Livonia, MI
  • 4 days ago

    Highlights

    Administer and troubleshoot Cisco Contact Center environments, including Cisco Unified Contact Center Enterprise (UCCE), Cisco Unified Communications Manager (CUCM), and related voice components . Integrate voice platforms with PSTN carriers, Clients, CRM applications, recording platforms, workforce management systems, and other enterprise applications .

    Numbers & Facts

    LocationLivonia, MI
    IndustryStaffing/Employment Agencies
    Company Size1 to 9 employees
    Year Founded1995
    Websitehttp://www.custom-it.com/

    Description

    Voice Engineer
    Position Overview
    We are seeking an experienced Voice Engineer to design, implement, maintain, and troubleshoot enterprise voice and contact center environments. The ideal candidate will have strong hands-on experience with Cisco Contact Center technologies, Cisco Unified Communications, and Genesys C73, along with a solid understanding of SIP, VoIP, routing, and call-flow architecture.

    Key Responsibilities
    • Design, deploy, configure, and support enterprise VoIP and voice infrastructure.
    • Administer and troubleshoot Cisco Contact Center environments, including Cisco Unified Contact Center Enterprise (UCCE), Cisco Unified Communications Manager (CUCM), and related voice components.
    • Support and maintain Genesys C73 contact center platforms, including configuration, call routing, agent functionality, and integrations.
    • Configure and troubleshoot SIP trunks, gateways, dial peers, call routing, codecs, DTMF, and signaling.
    • Develop and troubleshoot complex IVR, ACD, CTI, call-flow, and routing configurations.
    • Monitor voice and contact center environments and proactively identify performance, capacity, and availability issues.
    • Troubleshoot voice-quality problems involving latency, jitter, packet loss, echo, and codec mismatches.
    • Integrate voice platforms with PSTN carriers, Clients, CRM applications, recording platforms, workforce management systems, and other enterprise applications.
    • Perform upgrades, migrations, patching, and lifecycle management for Cisco and Genesys platforms.
    • Analyze SIP traces, call logs, packet captures, and application logs to identify and resolve complex incidents.
    • Work with network, security, application, carrier, and infrastructure teams to resolve end-to-end voice issues.
    • Create and maintain technical documentation, network diagrams, configuration standards, and operational procedures.
    • Participate in implementation projects, change management, testing, and production cutovers.
    • Provide escalation support for critical voice and contact center incidents.


    Required Qualifications
    • 5+ years of experience supporting enterprise voice, VoIP, or contact center environments.
    • Hands-on experience with Cisco Contact Center technologies or Genesys C73.
    • Strong experience with Cisco Unified Communications Manager (CUCM).
    • Strong understanding of SIP, RTP, TCP/IP, DNS, DHCP, QoS, and VoIP protocols.
    • Experience troubleshooting SIP signaling and call flows using packet captures and protocol traces.
    • Experience with Cisco gateways, CUBE/Client technologies, SIP trunks, dial peers, and PSTN connectivity.
    • Knowledge of IVR, ACD, CTI, call routing, agent states, queues, and contact center reporting.
    • Experience with enterprise voice monitoring and troubleshooting tools.
    • Strong analytical, troubleshooting, documentation, and communication skills.


    Preferred Qualifications
    • Performed basic network configuration and troubleshooting using routers, switches, IP addressing, VLANs, and DHCP.
    • Cisco CCNA/CCNP Collaboration or equivalent experience.
    • Genesys certifications or equivalent Genesys platform experience.
    • Experience with Cisco UCCE, CVP, Finesse, CTI, and ICM scripting.
    • Experience with Genesys routing, SIP Server, Configuration Server, Management Framework, and reporting components.
    • Experience with cloud or hybrid contact center environments.
    • Knowledge of Microsoft Teams Phone, Clients, Webex Calling, or other UC platforms.
    • Experience with automation and scripting using Python, PowerShell, or similar technologies.
    Core Technical Skills
    Cisco: CUCM, UCCE, CVP, Finesse, CUBE, gateways, SIP, dial peers, ICM scripting
    Genesys: Genesys C73, routing, SIP, CTI, IVR, ACD, reporting
    Protocols: SIP, RTP, TCP/IP, DNS, DHCP, HTTP/HTTPS
    Networking: QoS, VLANs, routing, switching, firewalls, Clients
    Troubleshooting: Wireshark, SIP traces, packet captures, call-flow analysis, voice-quality analysis
    Platforms: Enterprise VoIP, Contact Center, IVR, CTI, PSTN, SIP Trunking


    Key Attributes
    • Strong problem-solving and analytical skills
    • Ability to troubleshoot complex voice issues under pressure
    • Excellent communication and cross-functional collaboration skills
    • Strong documentation and change-management discipline
    • Ability to work independently while supporting enterprise production environments

    About Company

    Custom Business Solutions, a Certified Woman-Owned Business Enterprise is a leader in information technology consulting and professional services specializing in the Southeastern Michigan and Mid-Michigan markets. Custom was founded in 1995 with two major goals: Develop long-term satisfied client relationships Develop long-term satisfied employee relationships

    We solve our clients' business problems with solutions that create results commensurate with client expectations. We deliver these solutions in ways that make it easy for our customers to do business with us! Custom excels at the rapid implementation of business application solutions allowing us to deliver immediate value to our clients.

    CUSTOM offers a wide variety of service options designed to provide our clients' flexible solutions and support. Custom provides skilled professionals with solid experience creating immediate value. Our company has developed a strong client base including industry leaders in insurance, healthcare, finance, accounting and public utilities.

    At CUSTOM, we know the importance of talented people with the right technical skills. We understand being successful requires balance between exceptional interpersonal skills and technology. Taking these attributes into account, Custom is able to provide superior personalized service. This simple approach differentiates us from the competition. We call this the 'CUSTOM DIFFERENCE'.

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