Unified Communications (UC) Engineer

• 2-4 years of experience in Unified Communications, Voice, and Collaboration technologies.
• Strong troubleshooting and analytical skills with the ability to resolve complex technical issues.
• Excellent understanding of enterprise voice and video architectures.
• Experience working in global support environments.
• Strong customer-focused approach with excellent communication skills.
• Self-motivated and capable of working independently and within cross-functional teams.
• Ability to identify transformation opportunities and drive continuous service improvements.
• Experience following ITIL processes including Incident, Change, Problem, and Service Request Management.
• Good documentation and technical writing skills.
• implement, manage, maintain, and troubleshoot enterprise Unified Communications infrastructure.
• Administer and support Microsoft Teams Voice, Direct Routing, Calling Plans, Voice Routing Policies, and Meeting Policies.
• Manage and troubleshoot AudioCodes SBCs (or equivalent SBC platforms) integrated with Microsoft Teams Direct Routing.
• Support and maintain Cisco Unified Communications Manager (CUCM) 11.x and above, Cisco Expressway, and Cisco Unity Connection environments.
• Perform SIP call flow analysis and troubleshoot complex telephony issues involving Teams, SBCs, PSTN, and Cisco UC platforms.
• Troubleshoot and support ISDN, SIP PRI, SIP Trunks, MGCP, H.323, and SIP protocols.
• Administer and support conferencing platforms including Microsoft Teams, Webex, Zoom, and Cisco TelePresence.
• Configure, maintain, and troubleshoot CVI integrations, Webex Cloud Integration, Webex Edge, and video conferencing endpoints.
• Monitor and analyze voice/video quality, call records, and meeting performance, ensuring optimal QoS across WAN environments.
• Collaborate with network, security, server, and cloud teams to ensure seamless integration and operational stability.
• Create and maintain SOPs, technical documentation, knowledge articles, and user guides.
• Perform upgrades, patching, and lifecycle management of Linux-based voice/video servers and conferencing infrastructure.
• Identify automation and service improvement opportunities to enhance user experience and reduce operational overhead.
• Participate in Incident, Problem, Change, and Major Incident Management processes in alignment with ITIL best practices.
• Engage with customers and stakeholders to understand business requirements and deliver effective UC solutions.

Mandatory Skills

• Microsoft Teams Direct Routing
• AudioCodes SBC (or any other SBC integrated with Teams Direct Routing)
• Microsoft Teams Voice & Telephony Administration
• Teams Voice Routing, Calling Policies, Dial Plans, and Meeting Policies Administration
• Cisco Unified Communications Manager (CUCM) 11.x and above
• Cisco Expressway
• Strong SIP call flow analysis and troubleshooting skills
• ISDN, SIP PRI, and SIP Trunk troubleshooting
• Microsoft Teams Conferencing and CVI integrations with Webex
• Understanding of Azure and Microsoft 365 ecosystem
• Knowledge of signaling protocols including SIP, HTTPS, TLS, TCP/IP
• Experience troubleshooting voice and video quality issues

Preferred / Secondary Skills

• PowerShell Scripting and Automation
• Cisco Unity Connection Administration
• Webex Control Hub Administration
• Webex Cloud Integration and Webex Edge
• Zoom Administration, User & Meeting Policy Management
• Teams, Webex, and Zoom Reporting & Analytics
• Cisco TelePresence Endpoint Administration, INtegration
• Video Conferencing Technologies and Infrastructure
• Basic Azure Administration
• Automation tools such as Power Automate or scripting solutions

Nice to Have

• Microsoft Teams Rooms (MTR) Administration
• Power Automate / Automation Development
• AI-driven Operations and Monitoring Solutions
• Experience with enterprise monitoring and reporting platforms