Senior Cloud Engineer - Unified Communications

Overview

Why AAA Life

 

AAA Life is a respected and trusted American brand that has been focusing on Life Insurance and Annuity Products since 1969.  At AAA Life we have over 1.8 million policies where we take pride in earning the trust of our policyholders who understand our promise to be there for them – and their families – when we’re needed most.  By joining the AAA Life team, you are joining a company that genuinely cares about helping each other, with a devotion to protect the lives of those around us.   We embrace a diverse, equitable, inclusive culture where all associates can feel a sense of belonging and use their unique talents and perspective to influence, innovate, motivate, and thrive.

 

 

How You’ll WorkWork Solution: Hybrid (Tuesday- Thursday)Relocation Eligibility: Available

Responsibilities

We are seeking an experienced Cisco Voice Engineer with specialized expertise in Cisco Packaged Contact Center Enterprise (PCCE), Verint call recording systems, and Microsoft Teams collaboration. In this role, you will design, implement, and support enterprise voice infrastructure and contact center solutions that integrate Cisco’s contact center platform with call recording and modern collaboration tools. You will ensure our contact center is universally available, secure, and optimized for excellent customer and agent experience. The ideal candidate has a strong background in Cisco unified communications, contact center technologies, and voice network engineering, and can work cross-functionally with telecom carriers, network and security teams, and support staff to deliver reliable voice services.

 

You will join a collaborative infrastructure team responsible for the company’s voice and network systems. As the Cisco Voice Engineer, you will work closely with network engineers, systems administrators, security analysts, and the contact center operations group. The role offers the opportunity to lead voice technology direction (e.g., implementing new contact center features, evaluating emerging collaboration tools) and to mentor junior team members. This position is critical to ensure our employees and contact center agents can communicate effectively with customers and that calls are managed and recorded reliably for quality assurance and compliance purposes.

 

What You’ll Do 

• Key Responsibilities:

  • Design & Deployment: Architect and implement Cisco PCCE (Packaged Contact Center Enterprise) solutions – including integration with Cisco Unified Communications Manager (CUCM) and related components. Deploy and configure contact center infrastructure (peripheral gateways, Cisco Voice Portal (CVP) servers, Cisco Finesse agent desktop, Interactive Voice Response scripts, and Cisco ICM routing scripts) to meet business requirements. Ensure solutions follow Cisco best practices for scalability and high availability (redundant “Side A/Side B” setup, clustering, etc.).
  • Voice Platform Administration: Maintain and administer Cisco voice systems including CUCM clusters, Unity Connection voicemail, SIP trunks, voice gateways (CUBE) and Session Border Controllers. Manage dial plans, call routing logic, and phone device configurations across the enterprise. Perform regular system upgrades, patches, and version migrations for Cisco UC and PCCE environments to keep platforms up-to-date and secure.
  • Contact Center Management: Oversee the day-to-day operation of the Cisco Contact Center Enterprise. Monitor agent telephony systems, skill groups, queues, and routing strategies. Develop and update call routing scripts and IVR call flow applications using Cisco ICM Script Editor and CVP Call Studio. Integrate the contact center with third-party systems such as CRM software, workforce management, and reporting tools to enable a seamless flow of information.
  • Verint Call Recording & WFO: Manage and support the Verint call recording and Workforce Optimization system. Ensure all inbound/outbound calls and agent interactions are properly recorded and archived in compliance with company policies and regulatory requirements. Configure Verint recording servers and logging integration with Cisco PCCE/UCCE (e.g., via Cisco Media Sense or network span port mirroring) to capture contact center calls. Monitor the recording system for quality and reliability – troubleshoot recording failures or audio quality issues, and work with the vendor (Verint) on support cases as needed. Optimize use of Verint’s tools such as quality monitoring and workforce management (WFM) to improve contact center performance (e.g., ensuring call