Job Description

Project Role : Technology Support Engineer
Project Role Description : Resolve incidents and problems across multiple business system components and ensure operational stability. Create and implement Requests for Change (RFC) and update knowledge base articles to support effective troubleshooting. Collaborate with vendors and help service management teams with issue analysis and resolution.
Must have skills : Network Infrastructures
Good to have skills : NA
Minimum 5 year(s) of experience is required
Educational Qualification : 15 years full time education
Summary: We are seeking an experienced Unified Communications (UC) Platforms Engineer to design, implement, and manage enterprise communication solutions across multiple platforms including Cisco UCC, Avaya, UCCaaS, and Webex Contact Center. The ideal candidate will ensure seamless voice, video, and collaboration services while optimizing performance, reliability, and user experience across the organization. Roles & Responsibilities: o Design, deploy, and manage enterprise Unified Communications (UC) platforms including Cisco UCC, Avaya, UCCaaS solutions, and Webex Contact Center. o Configure and maintain voice, video, conferencing, and messaging services. o Monitor and troubleshoot UC systems for performance, availability, and call quality issues. o Implement and maintain SIP trunks, gateways, dial plans, and call routing policies. o Collaborate with IT, network, and security teams to integrate UC platforms with enterprise infrastructure. o Provide technical support, incident resolution, and root cause analysis for UC-related issues. o Conduct system upgrades, patch management, and capacity planning. o Maintain comprehensive documentation of architecture, configurations, and operational procedures. o Ensure compliance with security policies, regulatory requirements, and best practices. o Provide guidance and training to internal teams and end-users on UC platform usage. Professional and Technical Skills: o 4-8 years of Hands-on experience with Cisco UCC (Unified Communications Manager, Unity Connection, Webex) and Webex Contact Center. o Experience with Avaya IP Office, Avaya Aura, or Avaya UCCaaS solutions. o Strong knowledge of VoIP protocols (SIP, H.323), RTP, QoS, and network fundamentals. o Expertise in call routing, dial plans, voicemail, auto-attendants, and conferencing services. o Familiarity with cloud-based UCaaS deployment and integration. o Experience with troubleshooting voice/video quality issues, jitter, latency, and packet loss. o Knowledge of identity and access management, LDAP, SSO, and authentication mechanisms. o Strong analytical, problem-solving, and documentation skills. o o Hands-on experience with Cisco UCC (CUCM, Unity Connection, Webex) and Webex Contact Center. o o Experience with Avaya IP Office, Avaya Aura, or Avaya UCCaaS solutions. o o Strong understanding of VoIP protocols (SIP, H.323), RTP, QoS, and networking fundamentals. o o Expertise in call routing, dial plans, auto-attendants, voicemail, and conferencing services. o o Familiarity with cloud-based UCaaS deployments and integrations. o o Ability to troubleshoot voice/video quality issues, jitter, latency, and packet loss. o o Knowledge of identity and access management, SSO, and LDAP integration. o o Excellent analytical, problem-solving, documentation, and communication skills. o Preferred Certifications: o Cisco Certified Network Professional Collaboration (CCNP Collaboration) o Cisco Certified Specialist - Collaboration (e.g., CUCM, Webex) o Avaya Certified Implementation Specialist (ACIS) or Avaya Certified Support Specialist (ACSS) o UCCaaS or cloud collaboration certifications (vendor-specific) o Relevant networking/security certifications: CCIE Collaboration, CCNA Collaboration, or equivalent
15 years full time education
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Skills Required