Role: Voice and Video Engineer - UCCX, CUCM, IVR , Cisco , BVOIP , Calabrio Contact Center, CCNA

Location: 707 5 St SW, Calgary AB T2P 0J1

Hybrid

Duration : 1yr contract Extension more 1yr

Required Technical Skills

Core Cisco Voice Infrastructure

Advanced expertise in Cisco Unified Contact Center Express (UCCX) administration and scripting

Proven experience with Cisco Unified Communications Manager (CUCM) administration

Basic understanding of IVR software and automated messaging systems

Strong proficiency in Cisco Finesse desktop configuration and queue management

Demonstrated ability to manage BVOIP operations, POTS, and PRI line

Call Center Technologies

Advanced knowledge of Calabrio Contact Center platform, including:

o Call recording system administration o Quality management configuration o Workforce management scheduling and forecasting o Performance analytics and reporting

Experience with Cisco softphone implementation and troubleshooting

Expertise in Finesse call queue configuration and routing strategies

Proficiency in managing multi-skill routing and agent assignments

Ability to configure and maintain AT&T; portal services

Business Continuity & Disaster Recovery:

Experience implementing and maintaining DR voice plans

Knowledge of site-to-site failover procedures

Expertise in contingency routing and number management





Understanding of dispatcher backup systems and gas control call queue management

Day-to-Day Operations:

Ability to efficiently manage CSR onboarding and extension assignments

Experience with Finesse desktop and sidecart configuration

Strong troubleshooting skills for queue management issues

Capability to perform independent call center opening/closing procedures

Required Experience

Minimum 5 years of hands-on experience with Cisco voice infrastructure

Proven track record managing Calabrio Contact Center solutions

Experience supporting mission-critical call center operations

Current Cisco certifications (CCNA Collaboration or higher)

Key Responsibilities

Maintain and optimize voice infrastructure supporting emergency dispatch operations

Manage Calabrio workforce management system and reporting

Configure and maintain Finesse call queues and routing strategies

Execute and test disaster recovery procedures

Provide technical leadership for voice infrastructure improvements

Manage day-to-day call center technical operations independently

This role requires solid expertise in Calabrio Contact Center solutions and Cisco voice infrastructure, with particular emphasis on call queue management, workforce optimization, and softphone technologies. The ideal candidate will have both technical proficiency and practical experience in maintaining critical call center operations.

📌 Voice and Video Engineer - UCCX, CUCM, IVR , Cisco , BVOIP , Calabrio Contact Center, CCNA (Calgary)
🏢 Atlantis IT Group
📍 Calgary