ManpowerGroup Global, Inc.
Cisco Call Manager IT Teach Lead 2
ManpowerGroup Global, Inc., Norge, Oklahoma, United States
Summary
We are seeking a highly skilled Cisco Call Manager / Unified Communications Engineer to lead the design, implementation, and support of our enterprise voice and collaboration infrastructure. This role is responsible for managing Cisco Unified Communications platforms, ensuring system reliability, optimizing performance, and maintaining secure, scalable voice and video solutions across the organization.
Key Responsibilities
Unified Communications Administration
Administer Cisco Unified Communications Manager (CUCM), Unity Connection, UCCX, and Call Manager Express (CME)
Add/update users, phones, extensions, and device profiles
Configure route patterns, partitions, dial plans, and calling search spaces
Manage voicemail systems, call handlers, and voicemail-to-email integration
Develop and troubleshoot IVR scripts, agent queues, and call routing logic
Infrastructure Design & Optimization
Plan, design, and optimize high-level voice, video, and network solutions
Install and configure Cisco UCCE infrastructure for enterprise networks
Design and test Cisco IPT VoIP architecture, UCCE workflows, and voice gateway configurations
Configure and test Cisco Unity voicemail, UCCE Web View, and CUIC reporting
Capacity Planning & Monitoring
Perform capacity planning through ongoing monitoring, alerting, and reporting of resource utilization and system errors
Use tools like RTMT, Wireshark, and VMware vSphere to assess performance and identify issues
Research and maintain network availability across data centers and disaster recovery sites
Security & Compliance
Implement and maintain collaboration security best practices
Assess threats, vulnerabilities, and risks; apply technical countermeasures
Manage UC application certificates (Tomcat, CallManager, CAPF) and secure SIP/HTTPS communications
Use OpenSSL and Cisco OS Admin GUI for certificate management
System Maintenance & Troubleshooting
Perform system backups and restores using Disaster Recovery System (DRS)
Patch and update UC applications (COP files, firmware, ISO/SFTP)
Troubleshoot SIP/H.323 call flows, voice gateway dial peers, and QoS issues
Analyze logs, JTAPI traces, and debug UCCX scripts and gateway call flows
Virtualization & Linux CLI
Deploy UC applications via OVA/OVF templates on VMware vSphere/ESXi
Manage VM snapshots, resource allocation, and performance monitoring
Execute basic Linux CLI commands for UC systems and monitor system health
Documentation & Inventory Management
Build, maintain, and audit voice network documentation including configurations, topologies, manuals, and support contacts
Maintain inventories for support and maintenance across locations
Create and update Visio diagrams, runbooks, and operational guides
Collaboration & Communication
Coordinate with telecom providers for SIP/PRI issues and upgrades
Train end-users on voicemail, IVR navigation, and collaboration tools
Write clear change reports, incident documentation, and escalation notes
ITIL Process Awareness
Follow ITIL workflows for change, incident, and problem management
Ensure proper handover and escalation procedures
Systems & Technologies Supported
CUCM : User/device provisioning, dial plan management, backups
Unity Connection : Voicemail setup, call handlers, email integration
UCCX/UCCE : IVR scripting, agent/queue configuration, reporting
VMware vSphere/ESXi : UC app deployment, VM monitoring
Linux CLI : Log analysis, system health checks
SIP/H.323 : Call flow troubleshooting, protocol analysis
Cisco IOS Gateways : Dial peer configuration, trunk setup
QoS : Jitter, latency, packet loss troubleshooting
RTMT : Real-time monitoring, crash dump collection
Certificates & Security : Certificate management, secure communications
LDAP/AD Integration : User sync, access control
Documentation Tools : Visio, operational guides, runbooks
Qualifications
Bachelor’s degree in Computer Science, Information Technology, or related field
5+ years of experience in Cisco Unified Communications and voice infrastructure
Cisco certifications (e.g., CCNP Collaboration, CCNA Voice) highly preferred
Strong knowledge of SIP/H.323 protocols, VMware, Linux CLI, and Cisco IOS
Familiarity with ITIL processes and enterprise change management workflows
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We are seeking a highly skilled Cisco Call Manager / Unified Communications Engineer to lead the design, implementation, and support of our enterprise voice and collaboration infrastructure. This role is responsible for managing Cisco Unified Communications platforms, ensuring system reliability, optimizing performance, and maintaining secure, scalable voice and video solutions across the organization.
Key Responsibilities
Unified Communications Administration
Administer Cisco Unified Communications Manager (CUCM), Unity Connection, UCCX, and Call Manager Express (CME)
Add/update users, phones, extensions, and device profiles
Configure route patterns, partitions, dial plans, and calling search spaces
Manage voicemail systems, call handlers, and voicemail-to-email integration
Develop and troubleshoot IVR scripts, agent queues, and call routing logic
Infrastructure Design & Optimization
Plan, design, and optimize high-level voice, video, and network solutions
Install and configure Cisco UCCE infrastructure for enterprise networks
Design and test Cisco IPT VoIP architecture, UCCE workflows, and voice gateway configurations
Configure and test Cisco Unity voicemail, UCCE Web View, and CUIC reporting
Capacity Planning & Monitoring
Perform capacity planning through ongoing monitoring, alerting, and reporting of resource utilization and system errors
Use tools like RTMT, Wireshark, and VMware vSphere to assess performance and identify issues
Research and maintain network availability across data centers and disaster recovery sites
Security & Compliance
Implement and maintain collaboration security best practices
Assess threats, vulnerabilities, and risks; apply technical countermeasures
Manage UC application certificates (Tomcat, CallManager, CAPF) and secure SIP/HTTPS communications
Use OpenSSL and Cisco OS Admin GUI for certificate management
System Maintenance & Troubleshooting
Perform system backups and restores using Disaster Recovery System (DRS)
Patch and update UC applications (COP files, firmware, ISO/SFTP)
Troubleshoot SIP/H.323 call flows, voice gateway dial peers, and QoS issues
Analyze logs, JTAPI traces, and debug UCCX scripts and gateway call flows
Virtualization & Linux CLI
Deploy UC applications via OVA/OVF templates on VMware vSphere/ESXi
Manage VM snapshots, resource allocation, and performance monitoring
Execute basic Linux CLI commands for UC systems and monitor system health
Documentation & Inventory Management
Build, maintain, and audit voice network documentation including configurations, topologies, manuals, and support contacts
Maintain inventories for support and maintenance across locations
Create and update Visio diagrams, runbooks, and operational guides
Collaboration & Communication
Coordinate with telecom providers for SIP/PRI issues and upgrades
Train end-users on voicemail, IVR navigation, and collaboration tools
Write clear change reports, incident documentation, and escalation notes
ITIL Process Awareness
Follow ITIL workflows for change, incident, and problem management
Ensure proper handover and escalation procedures
Systems & Technologies Supported
CUCM : User/device provisioning, dial plan management, backups
Unity Connection : Voicemail setup, call handlers, email integration
UCCX/UCCE : IVR scripting, agent/queue configuration, reporting
VMware vSphere/ESXi : UC app deployment, VM monitoring
Linux CLI : Log analysis, system health checks
SIP/H.323 : Call flow troubleshooting, protocol analysis
Cisco IOS Gateways : Dial peer configuration, trunk setup
QoS : Jitter, latency, packet loss troubleshooting
RTMT : Real-time monitoring, crash dump collection
Certificates & Security : Certificate management, secure communications
LDAP/AD Integration : User sync, access control
Documentation Tools : Visio, operational guides, runbooks
Qualifications
Bachelor’s degree in Computer Science, Information Technology, or related field
5+ years of experience in Cisco Unified Communications and voice infrastructure
Cisco certifications (e.g., CCNP Collaboration, CCNA Voice) highly preferred
Strong knowledge of SIP/H.323 protocols, VMware, Linux CLI, and Cisco IOS
Familiarity with ITIL processes and enterprise change management workflows
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