Role: Voice and Video Engineer - UCCX, CUCM, IVR , Cisco , BVOIP , Calabrio Contact Center, CCNA
Location: 707 5 St SW, Calgary AB T2P 0J1
Hybrid
Duration : 1yr contract Extension more 1yr
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:
o Call recording system administration
o Quality management configuration
o Workforce management scheduling and forecasting
o 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.