Duration: Long Term Contract

Job Description This role requires strong 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

Required Technical Skills

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:

Call recording system administration

Quality management configuration

Workforce management scheduling and forecasting

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

Robust 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

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

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📌 Cisco Voice Engineer (Contact Center) (Winnipeg)
🏢 apptoza
📍 Winnipeg