Azki is seeking a Senior Cisco VoIP & Contact Center Engineer to design, implement, operate, and continuously improve enterprise Cisco Collaboration and Contact Center solutions.
This role requires deep hands-on expertise in Cisco UC and Contact Center platforms, strong IVR and call-flow development skills, API integration experience, database/reporting knowledge, automation capabilities, and advanced troubleshooting of VoIP, SIP, and contact center environments. The ideal candidate should also be comfortable using AI tools and AI-driven approaches to improve operations, reporting, troubleshooting, and customer experience.
Key Responsibilities:

• Design, implement, configure, and maintain Cisco Collaboration and Contact Center platforms, including CUCM, IM & Presence, UCCX, Cisco Finesse, Cisco voice gateways, SIP trunks, and call recording platforms such as Imagicle.
• Develop, customize, and optimize IVR scripts, call flows, queue logic, routing scenarios, prompts, and agent/customer experience workflows.
• Configure and troubleshoot dial plans, route patterns, CSS/Partitions, SIP trunks, CUBE/voice gateways, and inbound/outbound call routing.
• Perform advanced troubleshooting using CUCM RTMT, UCCX logs, SIP traces, gateway debugs, packet captures, CDR/CMR, Splunk, and monitoring tools.
• Design and support High Availability, redundancy, backup/restore, disaster recovery, upgrades, certificates, and capacity planning for Cisco UC and Contact Center platforms.
• Build automation scripts and internal tools using Python, PowerShell, Bash, JavaScript, or similar technologies.
• Integrate Cisco Collaboration and Contact Center systems with internal and external platforms using REST/SOAP APIs, CUCM AXL, UCCX/Finesse APIs, webhooks, JSON/XML, and database-driven integrations.
• Work with databases and reporting sources to extract and analyze call records, IVR statistics, queue performance, agent activity, CDR/CMR, and UCCX reporting data.
• Use AI tools or AI-driven approaches to improve log analysis, reporting, troubleshooting, documentation, automation, call analytics, chatbot/voicebot integration, and customer experience.
• Act as a senior technical owner and escalation point for complex VoIP, UCCX, IVR, SIP, gateway, recording, and integration issues.
• Prepare technical documentation, architecture diagrams, troubleshooting guides, reports, and knowledge transfer materials.

Requirements:

• Strong hands-on experience with Cisco Collaboration and Contact Center solutions in enterprise environments.
• Deep expertise in CUCM administration, design, troubleshooting, dial plans, SIP trunks, CSS/Partition, and call routing.
• Solid experience with Cisco UCCX, including IVR scripting, call-flow development, queue management, reporting, and troubleshooting.
• Strong understanding of SIP, RTP, H.323, DTMF, codecs, media path, and VoIP troubleshooting.
• Hands-on experience with Cisco voice gateways, CUBE, dial-peers, SIP providers, and gateway debugs.
• Required experience in scripting, automation, API integration, and working with databases or reporting data.
• Experience with tools such as Splunk, Wireshark, RTMT, packet captures, logs, and monitoring platforms.
• Familiarity with Cisco Expressway, MRA, VMware ESXi, UC upgrades, certificates, backups, and licensing.
• Familiarity with AI tools or AI-based use cases in automation, troubleshooting, analytics, reporting, chatbot/voicebot integration, or contact center improvement.
• Strong documentation, communication, ownership, problem-solving, and cross-team collaboration skills.
• Experience with Imagicle or similar call recording platforms.
• Experience with Cisco UCCE/PCCE.
• Experience with Grafana, Zabbix, Prometheus, ELK, Splunk dashboards, or custom reporting dashboards.
• Experience with Git, Linux, Docker, CI/CD, or internal tool development.
• Cisco certifications such as CCNP Collaboration or CCIE Collaboration are a plus.