• Cisco Call Manager IT Teach Lead 2

    ManpowerGroup (Philadelphia, PA)


    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

    Platform / Technology** **Responsibilities

    **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

     

    ManpowerGroup is committed to providing equal employment opportunities in a professional, high quality work environment. It is the policy of ManpowerGroup and all of its subsidiaries to recruit, train, promote, transfer, pay and take all employment actions without regard to an employee's race, color, national origin, ancestry, sex, sexual orientation, gender identity, genetic information, religion, age, disability, protected veteran status, or any other basis protected by applicable law.