Voice Implementation Specialist

About Us:

Thrive is a rapidly growing technology solutions provider focusing upon Cloud, Cyber Security, Networking, Disaster Recovery and Managed Services. Our corporate culture, engineering talent, customer-centric approach, and focus upon “next generation” services help us stand out amongst our peers. Thrive is on the look-out for individuals who don’t view their weekdays spent at “a job” but rather look to develop valuable skills that ignite their passion and lead to a CAREER. If you’re attracted to a “work hard, play hard” environment, seeking the guidance, training and experience necessary to build a lucrative career, then welcome to THRIVE!!

Position Overview

As a Network Administrator with a Cisco Unified Communications (UC) and Voice specialism within Service Operations, you will serve as a critical technical escalation point for diverse client environments, with primary ownership of enterprise telephony and collaboration estates. This involves remote and occasional onsite support across Cisco Unified Communications Manager (CUCM), Unity Connection, contact centre platforms (UCCX/UCCE), voice gateways/CUBE and SIP trunking, alongside core network administration of routing, switching, QoS, firewall and VPN infrastructure. You will be responsible for analysing unfamiliar environments, identifying root causes quickly, and delivering high quality technical resolutions while maintaining clear and professional communication with clients.

Responsibilities

· Communicate troubleshooting steps clearly to clients and demonstrate urgency in resolving incidents.

· Resolve firewall, VPN and access rule issues, and secure network systems by enforcing policies.

· Design, deploy and maintain LAN, WAN and wireless networks; provide upgrade recommendations and keep network equipment firmware up to date.

· Monitor and test network performance and produce reports.

· Administer, support and troubleshoot Cisco CUCM clusters, including dial plans, route patterns, partitions, calling search spaces and device configuration.

· Manage Cisco Unity Connection voicemail, auto-attendants and user provisioning.

· Support contact centre platforms (Cisco UCCX/UCCE or equivalent), including agent provisioning, queue and skill configuration, and call-flow/MACD changes.

· Configure and maintain voice gateways, CUBE session border controllers and SIP trunks; troubleshoot SIP messaging, codec and QoS issues using traces and packet captures.

· Manage endpoint deployment and lifecycle (Cisco IP phones, Jabber, Webex app/devices), including firmware, templates and DHCP/TFTP services.

· Administer emergency calling (999/E911) compliance, CDR management and voice security (toll fraud prevention, TLS/SRTP).

· Implement and monitor QoS policies for voice and video traffic across LAN and WAN.

· Contribute to voice modernisation initiatives, including Webex Calling/cloud collaboration and Microsoft Teams Voice integration where applicable

Requirements

Qualifications

1. Bachelor's Degree, Technical Degree or equivalent work experience.

2. 5+ years in a network administration or engineering role with demonstrable Cisco UC/voice responsibilities, including hands-on administration of CUCM (preferably 12.5+), Unity Connection and voice gateways/CUBE.

3. Strong troubleshooting skills across network configuration, hardware and voice - SIP traces, debugs and Wireshark captures to root-cause call failures, plus MACD experience in a production voice environment.

4. Experience designing network architectures inclusive of LAN/WAN networking, with broad knowledge of infrastructure and network technologies.

5. Familiarity with ITIL-aligned incident, problem and change management processes.

6. Excellent problem solver and communicator - prioritisation and coordination, articulating technical information to non-technical people, excellent customer service, and self-motivated independent/team working.

Preferred Certifications

· Cisco CCNP Collaboration (350-801 CLCOR + concentration, e.g. 300-815 CLACCM or 300-820 CLCEI) - required, or demonstrable equivalent experience with active progress toward certification

· Cisco Certified Specialist - Collaboration Core (earned via CLCOR) - advantageous

· CCNA - preferred

· CCNP Enterprise (ENCOR) - advantageous

· Microsoft Teams Administrator Associate (MS-700) - advantageous

· CompTIA Network+ / Fortinet NSE 4 - advantageous

· ITIL 4 Foundation - preferred

· Candidates who do not yet hold CCNP Collaboration but have strong hands-on CUCM/voice experience and are actively studying toward it are encouraged to apply; Thrive provides study support and exam funding.

Key Competencies and behaviors'

· Customer Focus: Demonstrates a strong commitment to client satisfaction and quality of service.

· Continuous Improvement: Proactively identifies opportunities to improve processes, tools and ways of working across engineering teams.

· Collaboration: Works effectively with peers and stakeholders across Service Operations and the wider business to deliver shared outcomes.

· Adaptability: Adjusts priorities and plans in a fast paced, changing environment whilst maintaining control and composure.