Azki is seeking a Cisco VoIP Engineer to design, implement, and operate enterprise-grade Cisco VoIP and Contact Center solutions. This role requires deep expertise in Cisco Collaboration, Contact Center platforms, IVR scripting, API integrations, High Availability, automation, and advanced VoIP troubleshooting using tools such as Splunk and VoIP logs/traces.

Key Responsibilities

• Design, implement, configure, and maintain Cisco Collaboration and Contact Center solutions, including CUCM, IM & Presence, UCCX, and third-party call recording platforms (e.g., Imagicle).
• Develop, customize, and support IVR scripts and call flows for Contact Center environments.
• Configure and troubleshoot dial plans, route patterns, SIP trunks, and voice gateways.
• Perform advanced VoIP and SIP troubleshooting using CUCM RTMT, SIP traces, gateway debugs, and packet captures.
• Design and implement High Availability (HA), redundancy, and disaster recovery architectures.
• Integrate Cisco Collaboration systems with internal and external platforms using APIs and automation.
• Provide customer support via ticketing systems, email, and phone calls in accordance with defined policies and procedures.
• Prepare and deliver technical documentation, guidelines, reports, and knowledge transfer to internal teams.

Job Requirements

• 3+ years of hands-on experience with Cisco Collaboration and Contact Center solutions in enterprise or service provider environments.
• Strong expertise in CUCM, including design, administration, troubleshooting, dial plans, SIP trunks, CSS/Partition.
• Solid experience with UCCX, including IVR and call flow development and scripting.
• In-depth knowledge of VoIP and signaling protocols (SIP, RTP, H.323) and IP networking fundamentals.
• Experience with Cisco voice gateways.
• Hands-on experience with call recording solutions (e.g., Imagicle).
• Strong troubleshooting skills using logs, traces, packet captures, and monitoring tools such as Splunk.
• Familiarity with Cisco Expressway (MRA, B2B), VMware ESXi, and UC platform upgrades.
• Scripting or automation experience is a plus.
• Excellent problem-solving, communication, and documentation skills with a proactive, ownership-driven mindset.