UCCE Voice Engineer III

Day to Day:
Insight Global is looking for a UCCE Voice Engineer to join the team of one of its mid-sized clients in the life insurance industry. This person should be a team player, with a strong Cisco Contact Center background. This role will predominantly be an administration role, and will work as the go to individual for all contact center support. This role is based in EST.
Specific Responsibilities Include:
○ Design & Deployment
o Architect and implement Cisco PCCE (packaged contact center) 12.6 solutions, including integration with CUCM 15.
o Configure and maintain Cisco Unified Contact Center Enterprise (UCCE) components such as PGs (peripheral gateways), CVP (cisco voice portal), Finesse, and ICM scripting.
o Ensure high availability and scalability of contact center infrastructure.
○ Administration & Maintenance
o Manage CUCM clusters, dial plans, SIP trunks, and device configurations.
o Perform system upgrades, patches, and version migrations for PCCE and CUCM.
o Monitor system performance and troubleshoot issues proactively.
○ Integration & Customization
o Integrate PCCE with third-party applications (CRM, WFM, reporting tools).
o Develop and maintain call routing scripts and IVR flows using Cisco ICM and CVP Studio.
o Implement security best practices and compliance standards.
o Vering Call Recording
○ Support & Documentation
o Provide Tier 3 support for contact center and voice infrastructure.
o Create and maintain detailed documentation for configurations, processes, and troubleshooting guides.
Train internal teams on PCCE and CUCM functionalities.


Compensation: $45/hr to $50/hr Exact compensation may vary based on several factors, including skills, experience, and education. Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

Basic Qualifications:
· At least an associate degree in relative field of study
· 3-5+ years of professional experience as Voice Engineer
○ 3-5+ years expertise working with UCCE within a Cisco Contact Center
o Heavy expertise with administration - troubleshooting, patching, etc.
o VoIP experience - Penetration testing
o Experience with ICM scripting/maintenance
o Experience with supporting CVP(Cisco Voice Portal)
· Strong SQL Database experience - reporting & troubleshooting experience
○ Querying experience is preferred
· This person must have a great personality, and be a strong independent team player
This person must be strong technically, but also resourceful

Preferred Qualifications:
· Certifications
○ CCNA or CCIE
Any Genesys phone system experience is preferred

Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.