Job Description

Job Location: 530 West Allegan Street, Lansing, MI 48933 (Hybrid – 2 days onsite, 3 days remote)

Note: Candidates with State government experience are preferred.

• Each candidate must submit a government-issued ID (Driver’s License or Passport) and provide three professional references (names, official emails, and phone numbers).

Job Description:

The State of Michigan – Department of Technology, Management, and Budget (DTMB) is seeking a Senior Systems Engineer to support critical telephony infrastructure within the state’s enterprise. This position involves design, engineering, implementation, documentation, and Level 2/3 technical support for Cisco Unified Contact Center Express (UCCX) , Cisco Unified Communications Manager (CUCM) , and Cisco Unity Connection (CUC) systems.

Specialty Areas:

• Cisco Telephony Engineering – Advanced design and support for UCCX, CUCM, and CUC environments.

• Implementation & Troubleshooting – Hands-on deployment and resolution for call routing, call center features, and telephony applications.

• Service Documentation & Process Design – Developing service design packages and operational documentation.

• Team Support & Training – Providing technical guidance, training, and knowledge transfer to the Telephony Services team.

• Hybrid Work Flexibility – Ability to work onsite 2 days/week and travel to hosting centers in Lansing and Grand Rapids when needed.

Responsibilities:

• Design and implement technical solutions for UCCX call routing, agent/supervisor functions, and system integrations.

• Provide Level 2 and 3 technical support for telephony systems.

• Document service design packages and technical configurations.

• Support Cisco Unified Communications Manager (CUCM) and Unity Connection (CUC) operations.

• Transfer knowledge to internal teams and assist in staff training.

• Collaborate with network and application teams to ensure system alignment.

• Maintain strong communication with leadership, stakeholders, and technical teams.

Skill Matrix:

Skill
Experience (Years)

5+

5+

5+

3+

3+

3+

Mandatory Requirements:

• Minimum 5 years of experience with Cisco UCCX, CUCM, and CUC in an enterprise or public-sector environment.

• Strong communication and documentation skills.

• Local to Michigan – must be able to work onsite from Day 1, two days per week.

• Must be willing to travel to Grand Rapids and Lansing hosting centers as required.

Qualifications:

• Experience working with state/local government agencies.

• Prior involvement in enhanced call routing and call center feature deployments.

• Familiarity with enterprise-level technical training and team mentoring.

Submission Requirements:

• Updated Résumé

• Government-issued ID (Driver’s License or Passport)

• Three professional references (Names, official emails, phone numbers)

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