CACI is seeking a Cisco UCCX Administrator responsible for the day-to-day administration, configuration, and maintenance of the organization’s Cisco Unified Contact Center Express (UCCX) environment. This role ensures the smooth operation of the contact center infrastructure, troubleshoots issues, and supports the deployment of new features and enhancements.
The Administrator will manage queues, skill groups, IVR scripts, and agent configurations, working closely with the Integrated Service Center Lead and other operational support teams to deliver high-quality customer and employee communication services. This role requires a deep understanding of Cisco UCCX, Finesse, CUCM integration, and unified communications technologies, as well as experience with call center workflows, reporting, and analytics.
You will collaborate various stakeholders to ensure the effective operation of UCCX at multiple locations and its seamless integration into the organization’s broader collaboration infrastructure.
Responsibilities:
• Design, implement, and manage enterprise-level Cisco Unified Contact Center Express (UCCX) solutions across the organization’s network infrastructure.
• Administer and maintain the UCCX environment, including triggers, queues, skill groups, IVR scripts, and agent desktops, in compliance with organizational security standards.
• Perform user account management, agent configuration, and Finesse desktop provisioning per organizational guidelines.
• Monitor system performance, generate regular status reports, and ensure operational compliance.
• Execute routine maintenance tasks, backups, and system health checks following security best practices.
• Provide tier 2/3 technical support for contact center, IVR, and unified communications issues.
• Assist with system upgrades, patch management, and new feature deployments under senior engineer or operations guidance.
• Maintain accurate documentation of system configurations, scripts, and changes.
• Support call routing, IVR workflow updates, and skill group management.
• Coordinate with vendors and service providers for issue resolution.
• Participate in on-call rotation for after-hours support and emergency response activities.
• Support after-hours maintenance windows and critical operational activities.
• Collaborate with the Integrated Service Center Lead and operational support teams to ensure consistent, reliable UCCX operations across multiple locations.
• Ensure compliance with applicable DoD or organizational certification and security requirements, as required.
• Maintain familiarity with Cisco CUCM and Unity Connection integration to support overall contact center functionality.
Qualifications:
Required:
• DoD 8140 compliant certification such as CompTIA Security+; CCNA Collaboration or higher-level Cisco certifications (e.g., CCNP Collaboration, CCIE Collaboration) are preferred
• 3+ years of relevant experience in Cisco Unified Contact Center or enterprise collaboration environments (Bachelor’s degree in a related field may substitute for 5 years of experience).
• Strong experience with Cisco UCCX administration, including IVR scripting, queue and skill group management, and Finesse agent desktop configuration.
• Familiarity with CUCM integration, call routing, and voicemail systems (e.g., Cisco Unity Connection).
• Knowledge of network and system security principles, protocols, and configurations.
• Strong analytical and problem-solving skills to troubleshoot and resolve complex contact center and unified communications issues.
• Excellent communication and collaboration skills to work effectively with operations, IT, and cross-functional teams.
What You Can Expect:
A culture of integrity.
At CACI, we place character and innovation at the center of everything we do. As a valued team member, you’ll be part of a high-performing group dedicated to our customer’s missions and driven by a higher purpose – to ensure the safety of our nation.
An environment of trust.
CACI values the unique contributions that every employee brings to our company and our customers - every day. You’ll have the autonomy to take the time you need through a unique flexible time off benefit and have access to robust learning resources to make your ambitions a reality.
A focus on continuous growth.
Together, we will advance our nation's most critical missions, build on our lengthy track record of business success, and find opportunities to break new ground — in your career and in our legacy.
Pay Range:
There are a host of factors that can influence final salary including, but not limited to, geographic location, Federal Government contract labor categories and contract wage rates, relevant prior work experience, specific skills and competencies, education, and certifications. Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives. We offer competitive compensation, benefits and learning and development opportunities. Our broad and competitive mix of benefits options is designed to support and protect employees and their families. At CACI, you will receive comprehensive benefits such as; healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits.
The proposed salary range for this position is:
$86,600 - $181,800caci