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