Job Description

We are seeking an experienced Cisco Call Manager Administrator to support the administration, configuration, maintenance, and optimization of our Cisco Unified Communications Manager (CUCM) environment supporting Department of Defense operations. The successful candidate will be responsible for ensuring the reliability, security, and performance of enterprise voice and unified communications services while maintaining compliance with DoD cybersecurity and operational requirements.

This position works closely with the Cisco Call Manager Engineer Lead, network engineers, cybersecurity personnel, and other IT stakeholders to support mission-critical communications infrastructure across multiple locations. The ideal candidate will possess strong Cisco collaboration expertise, troubleshooting skills, and experience supporting enterprise VoIP environments.

Essential Duties and Responsibilities

Cisco Unified Communications Administration

• Administer, configure, and maintain Cisco Unified Communications Manager (CUCM) environments.
• Manage user accounts, phone provisioning, device configurations, and endpoint deployments.
• Support dial plan administration, call routing configurations, and voice gateway management.
• Administer Cisco Unity Connection voicemail services and user configurations.
• Monitor system performance and proactively address operational issues.

System Maintenance & Operations

• Perform routine system health checks, maintenance activities, backups, and recovery procedures.
• Execute software updates, patches, and system upgrades in accordance with organizational change management processes.
• Support after-hours maintenance windows and emergency response activities.
• Participate in an on-call support rotation.

Technical Support & Troubleshooting

• Provide Tier II and Tier III support for voice, collaboration, and unified communications issues.
• Troubleshoot complex call processing, device registration, voicemail, and connectivity issues.
• Coordinate with vendors, carriers, and service providers to resolve escalated technical issues.
• Assist engineering teams with deployments, testing, and implementation of new capabilities.

Compliance & Documentation

• Ensure CUCM systems comply with DoD cybersecurity requirements, DISA STIGs, and security best practices.
• Maintain accurate system documentation, configuration records, and operational procedures.
• Generate system performance, utilization, and compliance reports.
• Support audits, inspections, and accreditation activities.

Required Qualifications

• Minimum 10 years of relevant experience in Cisco Unified Communications, VoIP administration, or enterprise voice systems.
  • Bachelor's degree in Information Technology, Computer Science, Engineering, or a related field may substitute for five (5) years of experience.
• Experience administering Cisco Unified Communications Manager (CUCM) environments.
• Experience with:
  • Phone provisioning and endpoint deployment
  • User administration and device management
  • Dial plans and call routing
  • Voice gateways and SIP integrations
  • Cisco Unity Connection administration
• Knowledge of networking fundamentals including:
  • TCP/IP
  • VLANs
  • DNS
  • Routing and switching concepts
• Familiarity with network and system security principles, protocols, and configurations.
• Strong troubleshooting, analytical, and problem-solving skills.
• Excellent written and verbal communication skills.
• Current DoD 8140-compliant certification such as CompTIA Security+.
• Ability to obtain and maintain a Secret Security Clearance.

Preferred Qualifications

• Cisco Certified Network Associate (CCNA) Collaboration.
• Cisco Certified Network Professional (CCNP) Collaboration.
• Cisco Certified Internetwork Expert (CCIE) Collaboration.
• Experience supporting Department of Defense or Federal Government environments.
• Experience implementing and maintaining DISA STIG-compliant systems.
• Familiarity with SIP, H.323, MGCP, and other voice protocols.
• Experience with Cisco Expressway, IM&P, and other Cisco collaboration technologies.
• Knowledge of enterprise monitoring and reporting tools.

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