Job Description
Azki is seeking a Cisco VoIP Engineer Lead to lead, design, and continuously improve our Cisco VoIP and Contact Center environment. This role combines strong hands-on technical expertise with technical leadership, cross-functional collaboration, requirement gathering, solution design, and ownership of integrations and automation.
The VoIP Team Lead will work closely with Product, Software, Infrastructure, Network, Support, and other business teams to understand requirements and translate them into reliable, scalable VoIP and Contact Center solutions.
Responsibilities:
- Lead the design, implementation, operation, and improvement of Cisco VoIP and Contact Center solutions, including CUCM, CUC, and UCCX.
- Act as the technical owner of the VoIP and Contact Center environment.
- Work closely with different technical and business teams to gather requirements, analyze needs, and design appropriate solutions.
- Lead API-based integrations between VoIP/Contact Center platforms and internal systems such as CRM, ticketing, reporting, and business applications.
- Design and modify IVR, call flows, routing logic, and UCCX scripts.
- Drive automation initiatives to reduce manual work and improve operational efficiency.
- Design and maintain HA, redundancy, disaster recovery, and failover scenarios.
- Lead advanced troubleshooting using Splunk, RTMT, SIP traces, CDR/CAR, packet captures, and gateway debugs.
- Configure and troubleshoot routers, switches, voice gateways, SIP trunks, QoS, and related network components.
- Own and support Imagicle integrations and services.
- Lead development and improvement of wallboards, dashboards, reporting, and monitoring.
- Coordinate major incidents, perform root cause analysis, and ensure preventive actions are implemented.
- Define technical standards, best practices, documentation, and operational procedures.
- Review technical changes and ensure production readiness before implementation.
- Mentor team members, provide technical guidance, and help improve overall team capability.
- Prioritize technical work, identify risks, and communicate dependencies and issues to relevant stakeholders.
Requirements:
- ۵+ years of hands-on experience with Cisco VoIP / Collaboration, preferably in enterprise environments.
- Strong expertise in CUCM, CUC, and UCCX, including IVR and scripting.
- Proven experience in a technical leadership or ownership role.
- Strong communication skills and experience working with multiple technical and business teams.
- Ability to gather requirements and translate business needs into technical solutions.
- Strong experience with API integrations, especially REST/SOAP-based integrations.
- Experience with scripting and automation.
- Strong experience with Splunk and VoIP log/trace tools, including RTMT, SIP traces, CDR/CAR, and packet analysis.
- Experience designing and supporting HA, redundancy, and DR environments.
- Hands-on experience with Imagicle.
- Strong knowledge of VoIP protocols, SIP, IP networking, QoS, routing, switching, and voice gateways.
- Strong troubleshooting, ownership, and decision-making skills.
Preferred Skills:
- Cisco certifications such as CCNP Collaboration.
- Experience with Python, Ansible, Bash, PowerShell, or similar automation tools.
- Experience developing wallboards and real-time Contact Center dashboards.
- Knowledge of TLS, SRTP, certificates, and VoIP security.
- Experience in ۲۴/۷, high-availability, or large-scale production environments.
- Previous experience mentoring engineers or leading technical projects.
