Senior Unified Communications Engineer

Job Title: Senior Unified Communications Engineer

About the Role

Senior Unified Communications (UC) Engineer

hands-on technical expertise, troubleshooting skills, and strong collaboration

Key Responsibilities

• Monitor and support

  UC & collaboration systems

  (Cisco CUCM, Unity, Voice Gateways, Jabber, Telepresence, SIP trunking, etc.).
• Administer and maintain

  VOIP infrastructure

  including configuration, updates, and upgrades.
• Act as the

  primary contact for outages/escalations

  ; coordinate with incident managers.
• Manage user accounts, new extensions, and configuration backups.
  
• Monitor ticketing systems and respond to assigned incidents and requests.
  
• Perform

  Tier 1 troubleshooting, analysis, and escalation

  where required.
• Maintain system health, backups, restores, and preventive maintenance activities.
  
• Document call flows, configurations, and provide reporting to leadership.
  
• Collaborate with

  internal teams, vendors, and service providers

  on UC-related tasks.
• Assist IT, Systems, and Network Engineering teams with installations, configurations, and deployments.
  

Required Qualifications

• Bachelors Degree in a related field.
  

• Certifications (Mandatory):

  Cisco CCNA (Collaboration/Voice).

• Preferred Certifications:

  CCNP Collaboration / CCIE, ITIL Foundation, CompTIA Network+, Microsoft Teams / Zoom / VOIP solution certifications.
• Minimum

  8+ years of experience

  in Unified Communications support.
• Proven experience in

  Cisco UC administration & monitoring

  .
• Strong knowledge of

  Contact Center systems, terminology, and procedures

  .
• Excellent

  problem-solving, communication, and time management

  skills.

Key Competencies

• Strong technical troubleshooting & technology skills.
  
• Ability to work under pressure and in rotational/on-call shifts.
  
• Self-motivated, solution-focused, and highly empathetic.
  
• Strong

  team collaboration

  and leadership abilities.
• Professional outlook, flexibility, and commitment to service excellence.