AAA Life Insurance Company · 8 hours ago
Senior Cloud Engineer - Unified Communications
Livonia, MI
Full-time
Hybrid
Senior Level
5+ years expAAA Life Insurance Company is a respected American brand focusing on Life Insurance and Annuity Products. They are seeking a Senior Cloud Engineer with expertise in Cisco voice infrastructure and contact center solutions to design, implement, and support enterprise voice systems.
FinanceProperty & Casualty InsuranceHealth InsuranceFinancial ServicesInsuranceLife Insurance
Responsibilities
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.)
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
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
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 evaluations and analytics run smoothly)
Integrate and manage Microsoft Teams voice collaboration within the enterprise telephony environment
Enable Microsoft Teams Calling features (Teams Phone System) and set up Direct Routing or Cisco interoperability so that Teams can be used for voice calls alongside Cisco phones
Work with Microsoft Teams administrators to configure voice policies, dial plans, and call queues in Teams, and with network engineers to configure SBCs/gateways for Teams PSTN connectivity
Ensure a cohesive user experience between Cisco desk phones/contact center agents and Microsoft Teams users
Continuously monitor voice and contact center systems for performance and stability
Use Cisco monitoring tools (CUIC reports, CDR analytics, RTMT) and Verint dashboards to track call volumes, call quality, and system KPIs
Proactively identify and resolve issues – for example, investigate call routing problems, dropped calls, or call recording gaps
Serve as the Tier 3 escalation point for complex voice issues, providing firsthand troubleshooting and resolution (SIP signaling analysis, QoS issues, integration breakdowns, etc.)
In the event of critical incidents or outages, lead the recovery efforts such as rolling back faulty changes (e.g., via Jenkins/automation pipelines) or performing emergency fix implementations to restore services
Implement voice network security best practices, including securing Cisco UC systems and voice gateways (encryption for SIP/RTP, certificates, SRTP, secure LDAP)
Regularly review and harden the contact center and call recording systems against vulnerabilities – for instance, apply vendor patches to address known Cisco CVEs in a timely manner
Ensure call recording retention and privacy settings meet compliance standards
Coordinate with the InfoSec team to conduct periodic audits of voice assets and promptly remediate any findings or pen-test issues (such as out-of-date software or misconfigurations)
Work closely with Network Engineering to optimize voice traffic over the WAN/LAN (QoS configuration, VLANs for voice, firewall rules for SBCs and SIP trunks)
Partner with the Security team on certificates, encryption, and access control for voice systems
Collaborate with the Contact Center operations team and business units to understand call flow requirements and improve call handling processes
Coordinate with Help Desk/Support teams to provide guidance on voice issue resolution and to facilitate smooth escalations
Engage with vendors/carriers for support and circuit issues (e.g., Telco for PRI/SIP trunk problems or Cisco TAC for complex issues)
Create and maintain detailed documentation for all voice and contact center configurations, changes, and standard operating procedures
This includes network diagrams of telephony architecture, dial plan and trunk documentation, contact center call flow designs, and Verint configuration settings
Keep an updated knowledge base of troubleshooting guides and “runbooks” for common issues and maintenance tasks
Provide training or knowledge transfer to junior voice engineers, NOC staff, and support teams on operating the Cisco PCCE environment, Verint tools, and Teams voice features
Ensure that any modifications (adds/moves/changes) in the voice environment are well-documented and communicated
Qualification
Required
Bachelor's degree in computer science, Information Technology, Telecommunications, or related field is preferred (or equivalent work experience)
5+ years of direct experience in voice/network engineering, including Cisco Unified Communications and Contact Center solutions
Strong proficiency in Cisco PCCE/UCCE or UCCX deployments, with experience supporting contact centers (ideally in environments with Cisco Unified Contact Center Enterprise version 12.x or similar)
Proven experience with call recording systems (Verint or comparable platforms like NICE) and integrating them into a voice environment
Familiarity with Microsoft Teams or Skype for Business voice integration in an enterprise setting
Deep understanding of VoIP and telephony protocols (SIP, H.323, MGCP, RTP, SCCP) and their configuration/troubleshooting
Solid knowledge of Cisco Collaboration products: CUCM (Call Manager), Unity Connection, Cisco Gateway/CUBE configuration for PSTN (SIP trunks, PRI), and contact center components (ICM scripting, CVP IVR, Finesse agent desktop, Cisco Unified Intelligence Center reporting)
Experience administering Verint (or similar) call recording and Workforce Optimization suite – including configuration of recording servers, user/agent setup, and troubleshooting recording issues
Experience integrating or managing Microsoft Teams Voice (Direct Routing, Teams Phone System) or other collaboration tools in parallel with Cisco voice solutions is highly desired
Preferred
Certifications: Cisco voice/collaboration certifications such as CCNA/CCNP Collaboration or Voice (e.g., CCNP Collaboration, CCVP) are required or strongly preferred
A CCIE Collaboration certification is a plus
Microsoft certification in Teams Voice/Unified Communications (e.g., Microsoft 365 Certified: Teams Voice Engineer or MS Teams Administrator certification) is a plus
Any relevant certifications in contact center or recording systems (e.g., Verint certification, ITIL for service management) will strengthen candidacy
Experience with contact center reporting and analytics, such as building reports in Cisco CUIC or using Verint analytics to derive insights on call quality and agent performance
Familiarity with cloud-based contact center or telephony solutions (for example, exposure to platforms like Genesys Cloud or Zoom Phone) – demonstrating versatility in supporting both on-premises and cloud voice systems
Prior involvement in contact center upgrades or migrations, such as moving from one major version to another (e.g., UCCE/PCCE version upgrades) or transitioning to hybrid solutions (integrating on-premises Cisco voice with cloud collaboration tools)
Project management or vendor management experience in the telecom domain – ability to coordinate third-party resources for implementations or issue resolution
Experience scripting or using automation for voice network tasks (for example, using PowerShell, Python, or Ansible to automate CUCM or Teams administrative tasks) is a plus
Benefits
Medical, Dental, Vision, Life and Disability coverage available day one
Pension Plan
Performance-based incentive plan
401k available with a Company match
Holidays and Paid Time Off
AAA Basic Membership
Company
AAA Life Insurance Company
AAA Life Insurance Company is fueled by our mission of providing financial security and peace of mind to AAA members through our life insurance products, delivering on the outstanding customer service that members have come to expect from the AAA brand.
501-1000 employees
H1B Sponsorship
AAA Life Insurance Company has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
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Trends of Total Sponsorships
2025 (6)
2024 (7)
2023 (9)
2022 (3)
2021 (1)
2020 (1)
Funding
Current Stage
Late StageLeadership Team
Philip Walker
President & Chief Executive Officer
Betty Schick
Senior Vice President Chief Experience Officer
Recent News
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2026-01-06
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2025-08-17
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