Voice and Video Engineer
- Location
- Calgary, Alberta, Canada
- Salary
- Not specified
- Company
- Akash pawar
Job description
• Role & Company / Project Overview Business Intelli Solutions Inc. is hiring a Voice and Video Engineer to maintain and enhance enterprise voice systems and mission-critical dispatch operations in Calgary, Alberta, Canada. • Key Responsibilities & Daily Duties - Maintain and optimize Cisco voice infrastructure supporting critical dispatch operations. - Administer Calabrio Contact Center, including workforce scheduling, forecasting, and reporting. - Configure and maintain Cisco Finesse call queues, routing strategies, and agent assignments. - Troubleshoot softphones, call queues, and voice infrastructure issues. - Implement and test disaster recovery and site failover procedures. - Manage CSR onboarding, extension assignments, and Finesse desktop configurations. - Perform independent call center opening and closing procedures. - Lead voice infrastructure improvements and ensure reliable daily operations. • Required Qualifications, Skills & Experience - Minimum 5 years of hands-on Cisco voice infrastructure experience. - Proven experience managing Calabrio Contact Center solutions. - Experience supporting mission-critical call center operations. - Current Cisco certification: CCNA Collaboration or higher. - Strong troubleshooting, communication, and independent problem-solving skills. - Deep technical knowledge in Cisco Unified Contact Center Express (UCCX) Administration and Scripting, Cisco Unified Communications Manager (CUCM), and Cisco Finesse Desktop Configuration and Queue Management. - Proficient with Calabrio Contact Center (Call Recording, Quality Management, Workforce Management, and Reporting). - Expertise in Cisco Softphone Implementation and Troubleshooting, BVOIP, POTS, and PRI Line Management. - Hands-on skill with IVR and Automated Messaging Systems, Call Routing, Multi-Skill Routing, Agent Assignments, AT&T Portal Services, Disaster Recovery, Failover, Contingency Routing, Dispatcher Backup Systems, and Call Queue Management. • Working Hours, Shifts & Location Details Hybrid work model based in Calgary, Alberta, Canada. Open to candidates currently located in Canada. • Compensation & Benefits Not specified. • Application Instructions Candidates currently in Canada interested in this opportunity should share their updated resume with the sourcing specialist.