Unified Communication and Collaboration Operations

Project Role : Technology Support Engineer
Project Role Description : Resolve incidents and problems across multiple business system components and ensure operational stability. Create and implement Requests for Change (RFC) and update knowledge base articles to support effective troubleshooting. Collaborate with vendors and help service management teams with issue analysis and resolution.
Must have skills : Unified Communication and Collaboration Operations
Good to have skills : NA
Minimum 5 year(s) of experience is required
Educational Qualification : 15 years full time education
Job Summary
We are looking for a Cisco Voice Engineer with 5 years of experience in Unified Communications and Collaboration (UCC) technologies. The candidate will be responsible for administration support troubleshooting and maintenance of Cisco UC platforms including CUCM Unity Connection CUBE SIP infrastructure and related voice services. The role requires hands-on experience in incident management voice routing call flow analysis and collaboration with network and infrastructure teams.
Key Responsibilities
Administer and support Cisco Unified Communications Manager (CUCM) environments.
Perform Moves Adds Changes and Deletes (MACD) activities for users and devices.
Configure and troubleshoot IP Phones Device Pools CSS Partitions Route Patterns Route Lists and SIP Trunks.
Support Cisco Unity Connection for voicemail administration and troubleshooting.
Monitor and troubleshoot call routing issues using CDR RTMT DNA and trace analysis.
Manage SIP gateways CUBE and PSTN connectivity.
Support Cisco Jabber/Webex App user provisioning and troubleshooting.
Perform incident problem and change management activities following ITIL processes.
Coordinate with carriers vendors and internal teams to resolve voice-related issues.
Assist in CUCM upgrades patching migrations and system health checks.
Maintain technical documentation SOPs and knowledge base articles.
Participate in on-call support and major incident management activities.
Required Technical Skills
Cisco Unified Communications Manager (CUCM)
Cisco Unity Connection
Cisco CUBE
Cisco Jabber / Webex App
SIP H.323 RTP SRTP protocols
Route Patterns CSS Partitions Translation Patterns
SIP Trunks and Voice Gateways
RTMT CDR Analysis DNA
Basic understanding of Clients and PSTN integrations
Troubleshooting voice quality and call routing issues
The above skills align strongly with CUCM administration CUBE SIP routing Unity Connection CDR and RTMT troubleshooting referenced in internal voice engineer requirements and candidate profiles.
Preferred Skills
Microsoft Teams Calling / Direct Routing
Audiocodes or Oracle Client
Cisco IM & Presence
Cisco Expressway
Cisco UCCX / Contact Center basics
Webex Calling
Wireshark packet analysis