Cisco UC Engineer

We are recruiting for an experienced Cisco UC Engineer to join an established managed services team supporting several key customers.

This is a remote, home-based role with occasional travel to customer sites. You will provide senior-level support and deliver projects across Cisco Unified Communications and collaboration environments, including CUCM, Webex, voice routing and contact centre technologies.

If you are an experienced Cisco collaboration engineer who enjoys resolving complex voice issues, working directly with customers and delivering Cisco UC projects, this could be the role for you.

Key responsibilities

• Provide senior-level support across a range of Cisco UC and collaboration environments
• Manage incidents, service requests and problems in line with customer SLAs
• Act as an escalation point for complex and high-priority Cisco voice incidents
• Troubleshoot issues across CUCM, Webex, Unity, Expressway, CUBE and associated technologies
• Diagnose complex telephony problems, including call routing, SIP signalling and one-way or no-way audio
• Complete root cause analysis and clearly document technical resolutions
• Support the integration of UC platforms with authentication and identity services
• Deliver and support Cisco collaboration projects
• Work closely with customers, Cisco and third-party suppliers
• Coordinate with customer network and technical teams
• Mentor junior members of the technical team
• Participate in a 1-in-4 on-call rota
• Provide occasional onsite support when required

Essential experience

• Previous experience in a Cisco UC, Voice or Collaboration Engineer position
• Experience supporting managed services or working within an MSP or service provider environment
• Strong hands-on experience with Cisco Unified Communications Manager (CUCM)
• Good knowledge of Cisco Unity Connection, IM and Presence, Expressway and CUBE
• Experience with Webex Calling or other Cisco Webex collaboration services
• A strong understanding of SIP, RTP, dial plans and voice routing
• Proven experience troubleshooting complex telephony and call-quality issues
• A good understanding of networking fundamentals and telephony-related network configuration
• Experience delivering or supporting Cisco UC projects
• Strong customer-facing, communication and documentation skills
• Comfortable working independently in a remote position
• Full UK driving licence and willingness to travel occasionally

Desirable experience

• Cisco Unified Contact Center Express (UCCX)
• Webex Contact Center
• Cisco Unified Attendant Console
• Cisco UCS, VMware or ESXi
• Cisco ISDN and analogue voice gateways
• Call recording or call-logging platforms such as Eleveo or TIM
• ITIL-based service management environments
• Current or previous CCNP Collaboration certification

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