Senior Unified Communications Engineer

Project Description

Unified Communication (UC) Engineer is responsible for the support, configuration, and administration of enterprise communication systems, including IP telephony, video conferencing, instant messaging, and voicemail platforms.

This role ensures high availability and optimal performance of UC services and provides Level 2 support for escalated incidents, working closely with Level 3 engineers and vendors.
Responsibilities
Install, configure, and maintain Cisco Unified Communications Manager (CUCM) clusters, including user and device provisioning, dial plan management, call routing, and gateway configurations
Provide support for Cisco Unified Contact Center Express (UCCX) environments, including script modifications, agent and supervisor desktop issues, and basic reporting
Manage and troubleshoot call recording solutions integrated with CUCM and UCCX
Administer and support Instant Messaging & Presence services, primarily Cisco Jabber and its integration with CUCM
Support and troubleshoot Cisco Webex (Meetings, Calling, Messaging) for users, including scheduling, host controls, and general connectivity issues
Provide user support and basic administration for Microsoft Teams related to calling, meetings, and collaboration features.

Understand and assist with interoperability points between Cisco UC and MS Teams
Diagnose and resolve complex voice, video, and collaboration issues across all UC platforms, including call quality problems, registration issues, and feature malfunctions
Monitor the health, performance, and capacity of UC systems using relevant tools
Create and maintain accurate documentation of UC configurations, procedures, and troubleshooting steps
Provide technical support and guidance to end-users on UC applications and devices
Mandatory Skills Description
Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience
5+ years of hands-on experience supporting and maintaining Unified Communications systems
Solid experience with Cisco Unified Communications Manager (CUCM) administration
Familiarity with Cisco Unified Contact Center Express (UCCX) at a support level
Experience with call recording solutions
Knowledge of Cisco Jabber and Cisco Webex
Basic understanding of Microsoft Teams functionalities, especially related to voice and meetings
Understanding of SIP, H.323, MGCP protocols
Strong analytical and problem-solving skills
Excellent communication and interpersonal skills
Cisco CCNA Collaboration certification is a plus
Languages
English - C2 Proficient
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