Cisco Unified Communications Manager (CUCM)

Job Title :Senior Technical Support Engineer

Purpose:The Unified Communications (UC) Support Engineer is responsible for the design deployment optimization and support of enterprise Unified Communications and Contact Center solutions. This role focuses on integrating voice video and omnichannel platforms (Cisco IPT Mitel IPT NICE CXone) to ensure seamless business operations. The engineer will provide technical guidance troubleshoot complex issues and implement enhancements to improve end-user experience across corporate and contact center environments

Experience :5

Responsibilities:

• Implement support troubleshoot optimize and document Unified Communications solutions including Cisco IPT Mitel IPT and NICE CXone omnichannel platforms.
• Provide technical support and guidance to corporate and contact center teams on UC and contact center software solutions.
• Analyze business requirements and develop customized solutions to meet organizational needs.
• Test diagnose and resolve issues related to voice chat email and social media channels.
• Manage small to medium enhancement projects for UC and contact center systems.
• Design deploy and maintain omnichannel contact center workflows integrating IVR chatbots and APIs.
• Develop update and optimize IVR scripts and workflows using NICE CXone or equivalent platforms.
• Conduct performance tuning and system optimization based on call analytics and end-user feedback.
• Provide training and technical support to staff to ensure effective usage of UC and contact center platforms.
• Maintain comprehensive technical documentation for all UC and contact center solutions.
• Collaborate with cross-functional IT and business teams to align UC solutions with business objectives.
• Stay current with emerging UC technologies APIs software development and best practices and recommend adoption where appropriate.

Mandatory:

• Bachelors degree in Computer Science Information Technology or a related field.
• 5 years of experience in supporting and managing Unified Communication and Contact Center solutions.
• Strong knowledge of telephony SIP VoIP and contact center technologies.
• Experience with data and voice networking including LAN/WAN QoS and VPN concepts.
• Hands-on experience with Cisco Collaboration/Contact Center Mitel IPT NICE CXone.
• Understanding of APIs and integrations with enterprise systems.
• Strong analytical troubleshooting and problem-solving skills.
• Excellent communication and interpersonal skills capable of collaborating with multiple teams.
• Self-motivated and able to work independently or as part of a team.
• Certifications preferred:

Cisco CCNA/ CCNP Voice

NICE CXone

ITIL Foundation