CDW - L2/L3 Collaboration Engineer (4-8 yrs)

About the Role :

We are seeking a highly skilled Collaboration Engineer (L2/L3) with deep technical expertise in Cisco Unified Communications solutions. The ideal candidate will have hands-on experience in managing complex UC environments, excellent troubleshooting capabilities, and the ability to lead operational and support functions. This position also requires collaboration with cross-functional teams to ensure seamless service delivery and operational excellence.

Key Responsibilities :

- Administer and maintain Unified Communication (UC) environments including CUCM, Unity Connection, UCCX, IM&P, Expressways, Cisco Finesse, Jabber, and MRA.

- Lead and mentor the collaboration team, providing performance feedback and technical guidance.

- Handle L2/L3 escalations, perform deep-dive troubleshooting, and conduct RCA (Root Cause Analysis).

- Analyze SDL traces and other logs to identify and resolve complex issues.

- Manage and troubleshoot voice gateways (SIP, H323, MGCP, VG224, VG248, SBC).

- Support UC cloud platforms including WebEx-CC, Zoom, and other UCaaS solutions.

- Perform server upgrades, break-fix support, and collaboration infrastructure changes.

- Drive operational excellence through process improvements and innovation.

- Collaborate with senior management and stakeholders to ensure seamless team operations.

- Participate in major incident (P1/P2) handling and lead bridge/WebEx calls during outages.

- Create and maintain detailed technical documentation for systems and processes.

- Execute periodic security tasks such as certificate renewals and compliance checks.

- Support 24x7 operations, including rotational on-call responsibilities.

- Utilize ITIL tools and processes for incident, problem, and change management.

- Facilitate cross-functional communication to streamline collaboration support and escalations.

Technical Skills :

- Cisco UC Platforms : CUCM (11.x, 12.x, 14.x), Unity Connection, UCCX, IM&P

- Contact Center : Cisco Finesse, Cisco Unified Enterprise Attendant Console, QAM/WFO (Calabrio)

- Gateways & Protocols : SIP, H323, MGCP, VG224, VG248, SBC

- Cloud & UCaaS : WebEx-CC, Zoom, Microsoft Teams (preferred)

- Security : Certificate management, TLS, SRTP

- Tools & Standards : ITIL framework, strong documentation and reporting capabilities

Qualifications & Certifications :

- Bachelors degree in Computer Science, Information Technology, or a related field (or equivalent experience).

Professional Certifications :

- Mandatory : CCNP Collaboration

- Preferred : CCIE Collaboration

- ITIL Foundation certification

Soft Skills & Competencies :

- Strong communication and interpersonal skills.

- Proven ability to lead teams in high-pressure environments.

- Analytical mindset with a focus on continuous improvement.

- Ability to coordinate across departments and vendor teams.

- Self-motivated, proactive, and detail-oriented.