Application Support Engineer

Project Role : Application Support Engineer
Project Role Description : Act as software detectives, provide a dynamic service identifying and solving issues within multiple components of critical business systems.
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
Summary: We are seeking an experienced Senior Engineer/Team Lead for Cisco Unified Communications to manage, support, and enhance enterprise-wide communication systems, including Cisco CUCM, IM&P, Unity, UCCX, CUBE, Jabber, and IP Telephony infrastructure. The role requires strong hands-on technical skills as well as the ability to lead a team of UC engineers, coordinate with stakeholders, and ensure high availability of collaboration services. Roles & Responsibilities: 1. Team Leadership & Operations - Assign tasks, manage workload, ensure SLA compliance, and track team performance. - Act as the technical escalation point for complex UC / voice / video issues. - Provide mentorship, training, and knowledge-sharing within the team. - Coordinate with cross-functional teams (network, security, infra, service desk). - Manage user provisioning, profiles, phones, extensions, voicemail, and mobility features. 2. UC System Administration & Support - Administer, configure, and troubleshoot the following: - Cisco Unified Communications Manager (CUCM), Cisco IM & Presence (IM&P), Cisco Unity Connection (Voicemail), Cisco Jabber / Webex Clients, Cisco IP Phones (78xx/88xx series), Cisco UCCX Contact Center, Cisco CUBE / SIP Gateways, SRST / Survivability configurations 3. Projects & Deployments - Lead UC deployments, upgrades, and migration projects. - Design and implement scalable dial plans, call routing, partitions, CSS, and global patterns. 4. Contact Center Support (UCCX) - Configure and support Cisco UCCX: - CSQs, skills, teams, Call routing scripts, Agent / supervisor provisioning - Real-time reporting and troubleshooting, Work with stakeholders for requirement gathering and enhancements. 5. Monitoring, Maintenance & Optimization - Monitor UC systems using RTMT, CUCM traces, UCCX logs, and reporting tools. - Perform regular health checks, capacity analysis, and performance tuning. - Ensure firmware management, phone loads, and security patches are up to date. - Maintain high system uptime and availability. 6. Documentation & Governance - Maintain detailed documentation: - Build guides, SOPs, runbooks, topology diagrams, asset inventory - Ensure compliance with security, audit, and regulatory requirements. - Drive continuous improvement, automation, and standardization initiatives. Professional & Technical Skills: Must Have Skills - Strong hands-on experience with: - Cisco CUCM 12.x – 15.x, Cisco IM&P, Unity Connection, UCCX, SIP trunking, H.323, MGCP, CUBE gateway configuration and debugging, - Dial plan design (partitions, CSS, route patterns, translations), - Jabber/Webex device provisioning - VoIP QoS, SRST, SIP/RTP troubleshooting - Proficiency with RTMT, Wireshark, CLI, Syslogs, and trace analysis. Additional Information: - Certification in CCNA Collaboration and ITIL Foundation - Problem solver with analytical mindset. - Strong ownership and accountability. - Ability to work under pressure and manage critical situations. - Excellent verbal and written communication skills. - The candidate should have minimum 5 years of experience in Unified Communication and Collaboration Operations. - This position is based at our Gurugram office. - A 15-year full time education is required.