Senior Voice Engineer/UC

The Senior Voice Engineer is responsible for the design, implementation, administration, support, and optimization of the organization's Cisco Unified Communications and Collaboration infrastructure. The role ensures the availability, performance, and security of enterprise voice, contact center, conferencing, and cloud collaboration services while providing Tier 3 technical support, leading infrastructure upgrades and migrations, and managing vendor relationships. The position also supports virtualization platforms, Cisco UCS infrastructure, cloud telephony, and multi-vendor integrations to deliver reliable business communication services.

2. Key Responsibilities

2.1 Cisco Collaboration & Unified Communications

• Administrate, configure, and maintain Cisco Unified Communications Manager (CUCM), Cisco Unity Connection (CUC), Cisco Emergency Responder (CER), and Cisco Expressway.
• Configure and maintain dial plans, route patterns, device pools, media resources, and call routing policies.
• Perform system upgrades, patches, backups, and health checks to ensure high availability.

2.2 Cisco Contact Center

• Implement, configure, Administrate, and support Cisco Unified Contact Center Express (UCCX) and Cisco Finesse.
• Monitor, troubleshoot, and optimize IVR applications, IPCC/UCCX scripts, and call routing.
• Support contact center reporting and service availability.

2.3 Voice Infrastructure & Telephony

• Manage daily telecom operations and resolve voice-related incidents to ensure service continuity.
• Configure and support Cisco CUBE, SRST, SIP, H.323, MGCP, dial peers, and voice gateways.
• Troubleshoot SIP, H.323, PRI, E1, FXO, and voice signaling issues.
• Support AudioCodes Session Border Controllers (SBCs) and SIP trunk connectivity.

2.4 Cisco UCS & Virtualization

• Deploy, configure, and maintain Cisco UCS B-Series and C-Series servers.
• Administrate VMware ESXi and VMware vSphere environments supporting collaboration workloads.

2.5 Cloud Collaboration

• Design, implement, and manage Cisco Webex Calling and Webex Control Hub.
• Deploy and support Cisco Meeting Server (CMS) for enterprise conferencing.
• Support Microsoft Teams integration with Cisco Collaboration solutions.
• Deploy and support virtual Cisco CUBE in Microsoft Azure.

2.6 Monitoring & Troubleshooting

• Utilize Cisco RTMT, Wireshark, Syslog, Cisco DNA Center, Script Editor, and Webex Control Hub for monitoring and diagnostics.
• Administrate and troubleshoot call recording platforms including Imagicle, NICE, ZIWO, and similar solutions.
• Perform proactive health checks and capacity monitoring.

2.7 Incident & Change Management

• Act as the Tier 3 escalation point for complex incidents.
• Open and manage relevant vendor support cases.
• Prepare and implement change requests in accordance with ITIL best practices.
• Maintain technical documentation, operational procedures, and knowledge base articles.

2.8 Vendor Management

• Coordinate with telecommunications providers and third-party vendors.
• Manage Cisco SmartNet renewals and support contracts.

2.9 Project Management & Governance

• Participate in infrastructure implementation projects.
• Lead network migration and upgrade activities.
• Prepare implementation plans and rollback procedures.
• Perform risk assessments.
• Develop risk mitigation strategies.
• Coordinate with vendors and third-party service providers.
• Ensure compliance with enterprise security policies and standards.

3. Technical Skills

• Cisco Unified Communications Manager (CUCM)
• Cisco Unity Connection (CUC)
• Cisco Emergency Responder (CER)
• Cisco Expressway
• Cisco Unified Contact Center Express (UCCX)
• Cisco Finesse
• Cisco UCS (B-Series & C-Series)
• VMware ESXi and VMware vSphere
• Cisco Webex Calling
• Cisco Webex Control Hub
• Cisco Meeting Server (CMS)
• Cisco CUBE
• AudioCodes Session Border Controllers (SBC)
• SIP, H.323, MGCP, SRST
• PRI, E1, FXO voice gateways
• Microsoft Teams integration
• Azure Cloud
• Cisco RTMT
• Cisco DNA Center
• Wireshark
• Syslog
• Cisco Script Editor
• Call recording platforms (Imagicle, NICE, ZIWO)

Desired Candidate Profile

• 4. Educational Qualifications
• Bachelor s degree in computer science, Information Technology, Computer Engineering, Electronics Engineering, or a related field.
• 5. Preferred Certifications
• CCNP Collaboration
• CCIE Collaboration
• Microsoft Teams Voice Engineer certification (preferred)
• ITIL Foundation Certification (preferred)
• 6. Experience Requirements
• 5 8+ years of hands-on experience in Cisco Collaboration, Unified Communications, and Voice Network Operations.
• Proven experience supporting enterprise Cisco Collaboration environments.
• Hands-on experience with Cisco UCS and VMware virtualization platforms.
• Experience deploying and supporting Cisco Webex Calling and cloud collaboration technologies.
• Strong experience with Cisco UCCX, Cisco Finesse, and IVR scripting.
• Proven experience implementing and supporting Cisco CUBE and AudioCodes SBCs.
• Experience integrating Cisco Collaboration with Microsoft Teams.
• Experience leading collaboration platform upgrades, migrations, and cloud transformation projects.
• Experience working with telecommunications providers and managing vendor relationships.
• Experience providing Tier 3 operational support in mission-critical environments.
• 7. Core Competencies
• Advanced troubleshooting and analytical skills.
• Strong understanding of enterprise voice and collaboration architectures.
• Excellent problem-solving and root cause analysis capabilities.
• Effective communication and stakeholder management skills.
• Ability to perform under pressure during critical incidents and major outages.
• Strong planning, documentation, and organizational skills.
• Customer-focused service delivery.
• Vendor and contract management.
• Collaboration across cross-functional technical teams.
• Continuous improvement and operational excellence.
• Ability to manage multiple priorities and projects simultaneously.