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Senior Cisco Voice Engineer

Irvine, CA, US

Requisition Number: 76105 

Location: Bakersfield, CA (onsite)

Schedule: This role has a unique opportunity to work 4 days per week 10 hour day schedule Mon - Thu

Travel Expenses: Also included are travel stipend while onsite, meals, lodging, and mileage weekly to / from site

Summary: Senior Voice Engineer Tier III support person shall employ activities, methods, procedures, and tools to provide the required Cisco Unified Contact Center Enterprise UCCE / UCS / CM / Unity, plus Teleco connectivity (PRI, SIP, etc Tier III support tasks.

Required Skills/Duties:

  • Five (5) years minimum engineering experience in UC field with Cisco Unified Contact Center Enterprise UCCE / UCS / CM / Unity, plus Teleco connectivity (PRI, SIP, etc.) Tier III support tasks.
  • Improving integration of Microsoft Teams/Skype with Cisco Voice products and moving away from desktop phones towards soft phone applications
  • Respond to Incident tickets that cannot be handled by Tier I and Tier II support
  • Troubleshoot user outages related to voice platform
  • Assist Networking group in troubleshooting network related VoIP and UCCE related outages.
  • Perform Cisco Unified Contact Center Enterprise (UCCE) System upgrades
  • Manage service disruption and provide UCCE outage response
  • Configuration Management support i.e. Finesse application, perform installation of call agent
  • Install UCCE System patch applications
  • Develop scripts for UCCE call routing
  • Manage UCCE contact service queue creation
  • Manage UCCE configuration and System optimization and tuning
  • Provide UCCE application management including User License installation
  • Troubleshoot and solve call flow issues affecting various UC platforms
  • Develop architectural modifications to network based on mission requirements
  • Maintain documentation for systems and data center environment
  • Hardware/Software/Firmware (HW/SW/FW) Maintenance and Version Control - Test any new system configuration in the lab and validate that the vendor recommended changes / base lines will not impact the service to customer or cause an outage resulting in application none availability
  • Performance Tuning and Capacity Planning (lab) - Test new feature and function within the application in the lab environment
  • Reporting- resolution status updates - Using the ticketing system provided daily status updates and record the detailed work completed
  • Maintain documentation for systems and data center environment


  • Bachelor’s degree preferred
  • On-site; no remote

The position described above provides a summary of some the job duties required and what it would be like to work at Insight. For a comprehensive list of physical demands and work environment for this position, click here.

Today, every business is a technology business. Insight Enterprises, Inc. empowers organizations of all sizes with Insight Intelligent Technology Solutions™ and services to maximize the business value of IT. As a Fortune 500-ranked global provider of digital innovation, cloud/data center transformation, connected workforce, and supply chain optimization solutions and services, we help clients successfully manage their IT today while transforming for tomorrow. From IT strategy and design to implementation and management, our 6,800 employees help clients innovate and optimize their operations to run smarter. Discover more at


  • Founded in 1988 in Tempe, Arizona
  • 7,400+ teammates in 19 countries providing Intelligent Technology Solutions for organizations across the globe
  • $7.1 billion in revenue in 2018
  • Ranked #417 on the 2018 Fortune 500, #12 on the 2018 CRN Solution Provider 500
  • 2018 Dell EMC Server Partner of the Year, 2018 Intel Retail Solution Partner of the Year, 2018 Microsoft Worldwide Artificial Intelligence Partner of the Year
  • Ranked #23 on the 2019 Fortune 50 Best Workplaces in Technology and #5 on the Phoenix Business Journal 2018 list of Best Places to Work (Extra Large Business)
  • Signatory of the United Nations (UN) Global Compact and Affiliate Member of the Responsible Business Alliance



Today's talent leads tomorrow's success. Learn about careers at Insight:


Insight is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation or any other characteristic protected by law.



Posting Notes: Bakersfield || California (US-CA) || United States (US) || None || None || US - Las Vegas, NV; US - Los Angeles, CA ||

Nearest Major Market: Irvine California
Nearest Secondary Market: Los Angeles

Job Segment: Cisco, Developer, Engineer, Firmware, Telecom, Technology, Engineering

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