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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