System - CUCM Call Manager

CUCM Call Manager

Honolulu, Hawaii

Pay From: $55.00 per hour

MUST:

Experienced CUCM Call Manager

Requires active Secret or Top-Secret DOD clearance

5-8 years professional experience

3+ years in a technical support or IT system administration role

Experience with Cisco Unity Call Manager (CUCM), including configuration and troubleshooting. In depth understanding of analog and Plain Old Telephone Systems (POTS)

Proficiency in operating systems (e.g., Windows, macOS, Linux).

Knowledge of networking protocols and hardware

Familiarity with common software applications, troubleshooting tools, and IT frameworks.

Familiarity with change management tools and IT frameworks.

Strong communication, organizational, and interpersonal skills

Ability to work independently and collaboratively.

DoD 8140.03M: Candidate must hold and maintain certification compliant at IAT Level II (e.g. Security+)

CCNP - Collaboration

Bachelor's degree Required

DUTIES:

Configure, monitor, and maintain Cisco Unity Call Manager (CUCM) for voice communication systems.

Troubleshoot and resolve issues related to VoIP systems, call routing, voicemail, and user accounts.

Implement and manage features like auto-attendants, call queues, and system integrations.

Provide user training and documentation on communication systems.

Provide first-line support for hardware, software, and network-related issues.

Respond to and resolve tickets in a timely manner via phone, email, or in-person assistance.

Troubleshoot system errors and implement appropriate solutions to minimize downtime.

Monitor and maintain IT systems, including servers, workstations, and network equipment.

Perform regular system updates, patches, and backups to ensure system integrity.

Ensure compliance with organizational IT policies and security protocols.

Assist staff in understanding and using technology effectively.

Conduct training sessions and create user-friendly documentation for common processes.

Maintain excellent communication with users to manage expectations and provide updates on issue resolution.

Install, configure, and maintain hardware and software systems.

Manage inventory of IT assets and ensure timely procurement and replacement of equipment.

Collaborate with vendors for repairs or upgrades as needed.

Maintain detailed logs of issues, solutions, and system changes.

Provide regular reports on system performance and support activities.

Participate in audits and ensure compliance with regulatory requirements.

Act as a key participant in planning and implementing IT changes, ensuring minimal disruption to business operations.

Evaluate the impact of changes to systems, processes, and user workflows.

Create and execute change management plans, including communication strategies, training sessions, and performance metrics.

Collaborate with stakeholders to gather input and ensure smooth adoption of new technologies or processes.

Maintain documentation of changes, including risk assessments, testing outcomes, and post-implementation reviews.