Resident Service Support Specialist (RS3) - Call Manager Specialist|Req#4018

Description

DecisiveInstincts, LLC, a Joint Venture between ActioNet and Akamai Intelligence has an immediate opportunity for has an opportunity for a Resident Service Support Specialist (RS3) - Call Manager Specialistlocated in Quantico, VA. The candidate must have an Active Secret clearance.

ActioNet is an IT service provider and solutions integrator headquartered in Vienna, VA that works with the Federal Government and Department of Defense.

The RS3 Call Manager Specialist is an on-site technical expert responsible for the configuration, maintenance, and support of enterprise voice systems, with a focus on Cisco Unified Communications Manager (CUCM). This role ensures reliable voice communication services across the organization by managing call routing, troubleshooting VoIP issues, and supporting end-user telephony needs. The ideal candidate combines deep technical knowledge of voice infrastructure with strong customer service and documentation skills.

Key Responsibilities

Unified Communications (UC) Administration

• Configure and maintain Cisco Unified Communications Manager (CUCM), Unity Connection, and related voice systems.
• Manage dial plans, call routing, hunt groups, and voicemail systems.
• Monitor system health and performance, applying patches and updates as needed.

VoIP Troubleshooting & Support

• Diagnose and resolve VoIP issues including call quality, dropped calls, and registration failures.
• Provide Tier 2/3 support for escalated voice-related incidents.
• Collaborate with network teams to resolve latency, jitter, and packet loss affecting voice services.

User Support & Provisioning

• Provision new users, phones, and extensions in CUCM.
• Assist users with voicemail, call forwarding, and softphone setup.
• Conduct training and create documentation for common telephony tasks.

System Integration & Upgrades

• Integrate CUCM with other systems such as Active Directory, SIP trunks, and call recording platforms.
• Participate in system upgrades, migrations, and new site deployments.
• Ensure compatibility with security and compliance requirements.

Documentation & Reporting

• Maintain accurate records of configurations, changes, and troubleshooting steps.
• Generate reports on call volume, system usage, and performance metrics.
• Support audits and ensure adherence to DoD and organizational standards.

Change Management

• Participate in planning and execution of voice-related changes.
• Conduct risk assessments and post-change reviews.
• Communicate changes to stakeholders and ensure minimal disruption.

Qualifications

• Education:
  Bachelor’s degree in Information Technology, Telecommunications, or a related field.
• Experience:
  3+ years of experience in voice systems administration or unified communications support, with a focus on Cisco Unified Communications Manager (CUCM).
• Proven experience configuring and maintaining CUCM, Unity Connection, and related voice infrastructure.
• Experience supporting enterprise VoIP environments, including troubleshooting call quality issues and managing dial plans.
• Familiarity with integrating CUCM with Active Directory, SIP trunks, and voicemail systems.
• Technical Skills:
• Proficiency in Cisco Unified Communications platforms (CUCM, Unity, IM&P).
• Strong understanding of VoIP protocols (SIP, SCCP, RTP) and network QoS principles.
• Experience with Cisco IP phones, softphones, and Jabber/Webex endpoints.
• Ability to analyze call logs, CDRs, and system traces for troubleshooting.
• Familiarity with network infrastructure (switches, routers, firewalls) as it relates to voice traffic.
• Knowledge of security best practices for voice systems, including encryption and access control.
• Certifications (preferred):
• Cisco Certified Network Associate (CCNA) Collaboration or equivalent.
• Cisco Certified Specialist – Collaboration Core or equivalent.
• Certifications compliant with DoD 8140.03M (if applicable).
• Soft Skills:
• Strong communication and interpersonal skills to support end-users and collaborate with cross-functional teams.
• Excellent documentation and organizational abilities.
• Ability to work independently and manage multiple priorities in a fast-paced environment.

********Direct Applicants, only. No Agencies, No third-party recruiters, please********