Telecom Engineer

Job description

Role Summary We are seeking an experienced **Unified Communications Engineer** to support and maintain our enterprise Cisco Unified Communications environment. This role is responsible for providing **Tier 2/Tier 3 support** for a global Unified Communications infrastructure, including voice, contact center, fax, and paging solutions. The ideal candidate will have strong hands-on experience with **Cisco Unified Communications Manager (CUCM)** and **Cisco Contact Center Enterprise (UCCE)**, along with expertise in troubleshooting complex voice infrastructure issues. The engineer will monitor system health, resolve production incidents, support upgrades and implementations, and collaborate with internal teams and external vendors to ensure high availability and optimal performance. Key Responsibilities - Provide Tier 2/Tier 3 operational support for Cisco Unified Communications infrastructure. - Administer, configure, and troubleshoot Cisco Unified Communications Manager (CUCM) version 12.6 or later. - Support Cisco Contact Center Enterprise (UCCE) environments. - Manage and troubleshoot Cisco Unity Connection, voice gateways, SIP trunks, and telephony services. - Monitor system alerts, diagnose issues, perform root cause analysis, and resolve production incidents. - Escalate complex issues to senior engineers or vendors when required. - Participate in system upgrades, migrations, implementations, and maintenance activities. - Support enterprise voice, fax, paging, and contact center platforms. - Work closely with cross-functional teams, business stakeholders, and external vendors to ensure seamless service delivery. - Mentor junior engineers and provide technical guidance when needed. - Recommend process improvements and contribute to operational excellence initiatives. Required Skills & Qualifications - Bachelor's degree in Computer Science, Information Technology, Telecommunications, or a related field. - 610 years of experience in Unified Communications, Voice Infrastructure, or Telecom Engineering. - Minimum 6 years of hands-on experience configuring and troubleshooting: - Cisco Unified Communications Manager (CUCM) version 12.6 or above - Cisco Unity Connection - Cisco Voice Gateways - Strong experience with: - VoIP - SIP - Telephony - Voice Networks - LAN/WAN - QoS - MPLS - Experience supporting large-scale enterprise Unified Communications environments. - Strong troubleshooting, analytical, and problem-solving skills. - Experience working with global stakeholders and enterprise support teams. - Excellent verbal and written communication skills. - Strong customer service and stakeholder management skills. Preferred Qualifications - Hands-on experience with Cisco Contact Center Enterprise (UCCE). - Experience supporting centralized fax and enterprise paging solutions. - Experience working with Cisco TAC and telecom service providers. - Exposure to enterprise collaboration technologies and global voice infrastructure. Desired Attributes - Ability to work independently in a fast-paced enterprise environment. - Strong ownership and accountability for production support. - Ability to prioritize multiple incidents and operational tasks effectively. - Passion for continuous improvement and process optimization. External Vendor Interaction This role involves collaboration with technology partners and service providers, including: - Cisco - AT&T - Presidio - Intrado - Singlewire - One-Touch Global - Calabrio - Tenfold If you're passionate about enterprise Unified Communications and enjoy solving complex technical challenges in a global environment, we'd love to hear from you.