Cisco Voice Engineer

Cognizant's Cloud, Infrastructure, and Security Services Practice (CIS) is all about accepting digital transformation by driving core modernization holistically across layers. We help customers transform infrastructure and workplace to meet the constantly evolving needs of the digital era. Our broad approach delivers key results for our customers by achieving cloud driven modernization and workplace and operational transformation to own the business in a secure environment.

* You must be legally authorized to work in United States without the need of employer sponsorship, now or at any time in the future *

Location: Winston Salem, NC.

We are seeking an experienced Technical Support professional providing in depth technical support on Cisco platform. This hybrid role requires a proactive approach to problem-solving and a dedication to maintaining high standards of operational excellence.

• Manage, design, configure, and solve Cisco Unified Communications systems, including CUCM, Cisco Unity, voice gateways and voice circuits (SIP/PRI).
• Working on day-to-day administration tasks like MACD request, proactive incident management, DID management
• Working on alert management, device registration and profile creations
• Identify, design and support solutions for PRI, DID, Toll free service, and other telecom services
• Develop and maintain documentation for all network, voice, and collaboration systems.
• Prepare installation and upgrade procedures to be carried out on a CUCM or unity infrastructure to mitigate known bugs
• Demonstrated problem-solving abilities with a capacity to think analytically and operate autonomously.
• Proactively solves problems with a forward-thinking approach.

• 5-8 years of experience in network voice administration with a focus on Cisco technologies.
• Good understanding of:
  • CUCM architecture and its components (Call Manager, Unity Connections, and Gateways).
  • Global service offerings like SIP trunking, Audio and Video Conferencing and IP Telephony architectures.
  • Voice dial plan, voice policies.
• Demonstrated hands-on expertise with Cisco VoIP products
• Experience with SIP Trunking, H.323, and VoIP protocols.
• Experience managing voicemail system and fixing Voicemail & Unity Call handlers
• Proficient in log analysis, packet capture, and ability to interpret.
• Knowledge on Analog device support like fax, paging
• Knowledge about Emergency Location and Assignment
• Working with vendors (global and local telecom carriers) for ordering and operations or coordinating problem tickets.
• Familiarity with ITIL & Safe Agile framework such as SLA management and a detailed understanding of incident (ticket) classification (P1, P2, P3, P4).
• Superb interpersonal skills for effective teamwork across teams and departments.
• Relevant Cisco certifications (e.g., CCNP Collaboration or CCIE Collaboration) preferred.

• Experience in supporting Cisco IP telephony
• Deep level of understanding of voice technologies:
  • Voice policies & Class of Restrictions
  • Routing over a sophisticated infrastructure (TDM, SBC, SIP, Media Gateways, VoIP, H.323)
  • PBX, Codecs, QoS
  • Read logs/traces from CUCM
• Tier 3 resolution expertise
• IOS Gateway knowledge: configuration, administration, and resolving
• Protocol expertise in SIP, SCCP, MGCP, H323
• Cisco video infrastructure (Expressway, VCS, SX & MX series endpoints)
• Supporting emergency responders (Cisco), voice recording system (Cisco), video conferencing devices and IP Fax servers.
• Strong in Networking concepts and knowledge of VoIP with Routing & Switching Protocols, TCP/IP, QoS, SIP, VLANs, and WAN protocols and technologies
• Providing technical support to Enterprise Customers.
• In-depth Knowledge of Media gateways & Session Border Controllers.
• Working experience and understanding of various Codecs (G.711, G.723, G.729 etc.) and VoIP technology.

Applications will be accepted until April 20, 2025.

The annual salary for this position is between $ 79,240 - $ 154,500 depending on experience and other qualifications of the successful candidate.

This position is also eligible for Cognizant's discretionary annual incentive program and stock awards, based on performance and subject to the terms of Cognizant's applicable plans.

Benefits: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:

• Medical/Dental/Vision/Life Insurance
• Paid holidays plus Paid Time Off
• 401(k) plan and contributions
• Long-term/Short-term Disability
• Paid Parental Leave
• Employee Stock Purchase Plan

Disclaimer: The salary, other compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.

Cognizant is an Equal Opportunity Employer M/F/D/V. Cognizant is committed to ensuring that all current and prospective associates are afforded equal opportunities and treatment and a work environment free of harassment.

Cognizant is recognized as a Military Friendly Employer and is a coalition member of the Veteran Jobs Mission. Our Cognizant Veterans Network Assists Veterans in building and growing a career at Cognizant that allows them to demonstrate the leadership, loyalty, integrity, and commitment to excellence instilled in them through participation in military service.