Job Description

Responsible for the design, implementation, administration, and ongoing support of our enterprise Cisco Unified Communications (UC) environment. This role requires deep technical expertise across Cisco’s voice and collaboration portfolio, including Cisco Unified Communications Manager (CUCM), Cisco Unity Connection, Cisco Unified Border Element (CUBE), Cisco IM & Presence, and Cisco Unified Contact Center Express (UCCX). Mandatory competencies for this position include Interactive Voice Response (IVR) system knowledge and hands-on UCCX scripting experience, as these capabilities are central to the design and delivery of automated call-handling workflows within our contact center environment. The nature of the work of this position is project driven and changes each fiscal year. This work supports the department’s annual ITM workplan. This position performs the essential functions to achieve the annual ITM work and meet all performance metrics associated with each approved goal.

ESSENTIAL FUNCTIONS

• Designs, installs, configures, and maintains all Cisco UC infrastructure components, including CUCM, Cisco Unity Connection, IM & Presence, and UCCX.
• Manages and troubleshoots Cisco voice gateways (ISR/ASR), CUBE, and other session border controllers (SBCs).
• Implements and manages enterprise dial plans, including calling search spaces (CSS), partitions, route patterns, and E.164 normalization.
• Configures and troubleshoots SIP, H.323, and MGCP gateways and protocols.
• Proactively monitors voice infrastructure health, call quality metrics, and system performance using tools like RTMT and Wireshark.
• Provides Tier 2/3 escalation support for all voice-related incidents, including call routing failures, voice quality degradation, and endpoint registration issues.
• Develops and maintains comprehensive documentation for the voice infrastructure, including network diagrams, configuration standards, and runbooks.
• Performs system upgrades, patching, and regular maintenance of all UC components.

EDUCATION and/or EXPERIENCE

• Bachelor’s degree in Computer Science, Engineering or related technology field or combination of education and experience
• Minimum 5 years of hands-on experience with Cisco Unified Communications solutions in an enterprise environment
• Cisco Certified Voice Professional (CCVP) Collaboration certification is preferred
• Cisco Certified Network Associate (CCNA) Collaboration certification is highly desired

Total Rewards
The referenced base salary range represents the low and high end of University of Maryland’s Faculty Physician’s Inc. salary range for this position.Some candidates will not be eligible for the upper end of the salary range. Exact salary will ultimately depend on multiple factors, which may include the successful candidate's geographic location, skills, work experience, market conditions, internal equity, responsibility factor and span of control, education/training and other qualifications. University of Maryland Faculty Physician’s Inc. offers a total rewards package that supports our employees' health, life, career and retirement. More information can be found here: https://www.umfpi.org/jobs/summary-employee-benefits