Duration: Long Term ContractJob DescriptionThis role requires robust 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 operationsRequired Technical SkillsAdvanced expertise in Cisco Unified Contact Center Express (UCCX) administration and scriptingProven experience with Cisco Unified Communications Manager (CUCM) administrationBasic understanding of IVR software and automated messaging systemsStrong proficiency in Cisco Finesse desktop configuration and queue managementDemonstrated ability to manage BVOIP operations, POTS, and PRI lineCall Center TechnologiesAdvanced knowledge of Calabrio Contact Center platform, including:Call recording system administrationQuality management configurationWorkforce management scheduling and forecastingPerformance analytics and reportingExperience with Cisco softphone implementation and troubleshootingExpertise in Finesse call queue configuration and routing strategiesProficiency in managing multi-skill routing and agent assignmentsAbility to configure and maintain AT&T portal servicesBusiness Continuity & Disaster RecoveryExperience implementing and maintaining DR voice plansKnowledge of site-to-site failover proceduresExpertise in contingency routing and number managementUnderstanding of dispatcher backup systems and gas control call queue managementDay-to-Day OperationsAbility to efficiently manage CSR onboarding and extension assignmentsExperience with Finesse desktop and sidecart configurationStrong troubleshooting skills for queue management issuesCapability to perform independent call center opening/closing proceduresRequired ExperienceMinimum 5 years of hands-on experience with Cisco voice infrastructureExperience supporting mission-critical call center operationsCurrent Cisco certifications (CCNA Collaboration or higher)Key ResponsibilitiesMaintain and optimize voice infrastructure supporting emergency dispatch operationsManage Calabrio workforce management system and reportingConfigure and maintain Finesse call queues and routing strategiesExecute and test disaster recovery proceduresProvide technical leadership for voice infrastructure improvementsManage day-to-day call center technical operations independently

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