Job Description

Job Summary

The Unified Communications Support Engineer is responsible for providing advanced technical support and expertise for unified communication (UC) systems across the organization. This role ensures seamless operation, integration, and troubleshooting of Cisco IPT (soft phones such as Jabber, handsets, analog phones, voice gateways), Cisco-enabled video conference rooms, Microsoft Teams Enterprise Voice (including CAP hardphones, softphones, session border controllers for Direct Routing, call queues, auto attendant, analog voice gateways, Operator Connect), and MS Teams-enabled video conference rooms.

Key Responsibilities

• support for unified communication platforms, including Cisco IPT and Microsoft Teams Enterprise Voice environments.
• Troubleshoot and resolve complex issues relating to soft phones (Jabber, Teams), hardphones, analog phones, voice gateways, session border controllers, call queues, auto attendants, and video conferencing systems.
• Administer, configure & maintain Cisco voice gateways, analog gateways, and session border controllers for Direct Routing.
• Configure support & troubleshoot Cisco and MS Teams-enabled video conference rooms, ensuring optimal functionality and user experience.
• Manage and support Operator Connect, Configuration & integration with PSTN services.
• Collaborate with cross-functional teams and vendors to resolve escalated incidents and implement new UC solutions.
• Document troubleshooting procedures, configurations, and solutions for knowledge base and future reference.
• Monitor system performance and proactively address potential issues to ensure high availability and reliability of UC services.

Skill Requirements

• 8+ years of experience in unified communications support, with a focus on Cisco IPT and Microsoft Teams Enterprise Voice solutions.
• Strong hands-on experience with Cisco Jabber, Cisco hardphones, analog phones, Cisco voice gateways, CUBE, Expressways, Unity and video conferencing systems.
• Expertise in MS Teams Enterprise Voice, CAP hardphones, softphones, session border controllers, call queues, auto attendants, Operator Connect, and related technologies.
• In-depth knowledge of SIP, VoIP, PSTN, and Direct Routing architecture.
• Excellent problem-solving, troubleshooting, and analytical skills.
• Strong communication and documentation abilities.
• Relevant certifications (e.g., CCNP Collaboration, Microsoft Teams Voice Engineer Associate) are a plus.

Other Requirements

Preferred Attributes

• Ability to work independently and as part of a team in a high-pressure environment.
• Experience working with global support teams and diverse customer environments.
• Commitment to continuous learning and staying updated on the latest UC technologies and best practices.