L3 Collaboration Engineer - Technical Support (7-10 yrs)

Location : Bangalore/Hyderabad, India

Position : Collaboration Engineer - L3 Support

Experience Level : 7+ years

Notice Period : 0-30 days

Responsibilities :

- Serve as the subject matter expert for escalated and highly complex voice-related issues within CUCM, Unity Connection, Voice Gateways (e.g., ISR, ASR), and CUBE environments.

- Lead in-depth troubleshooting efforts, performing root cause analysis to identify and resolve persistent and critical UC problems.

- Design, implement, and optimize complex dial plan architectures, call routing strategies, and number portability solutions.

- Architect and implement Quality of Service (QoS) strategies to ensure optimal voice quality across the network.

- Manage and troubleshoot complex SIP trunking configurations, including CUBE SIP normalization and interworking with various service providers.

- Lead and execute UC system upgrades, migrations, and integrations, ensuring minimal disruption, high availability, and seamless transitions.

- Collaborate with network, security, and other IT teams to ensure the UC infrastructure aligns with overall IT strategy and security policies.

- Develop and maintain comprehensive documentation for complex UC solutions, configurations, and troubleshooting procedures.

- Provide technical guidance, mentorship, and training to L1 and L2 engineers, fostering their growth and ensuring adherence to best practices.

- Collaborate with vendors to resolve complex hardware and software issues and stay abreast of the latest technology advancements.

- Participate in the planning and implementation of new UC technologies and solutions, contributing to the strategic direction of our collaboration services.

- Proactively identify areas for system improvement and optimization, recommending and implementing solutions to enhance performance and reliability.

Required Skills & Experience:

- Extensive and in-depth knowledge (7+ years) of Cisco Unified Communications Manager (CUCM), Unity Connection, Voice Gateways (e.g., ISR, ASR), and CUBE.

- Expert-level proficiency in troubleshooting SIP, H.323, MGCP, and QoS-related issues, including advanced diagnostic techniques.

- Significant hands-on experience with complex SIP trunk configurations, PRI/T1/E1 circuits, and advanced CUBE SIP normalization and manipulation.

- Deep understanding of Cisco dial plans, route patterns, call routing logic, and advanced features like call control discovery and mobility.

- Mastery of analyzing SIP traces, debugs, and packet captures using advanced tools like Wireshark to diagnose intricate issues.

- Proven experience in designing and implementing High Availability (HA) and redundancy configurations in CUCM and related components to ensure business continuity.

- Excellent understanding of voice security concepts and implementation, including TLS, SRTP, and firewall configurations.

- Exceptional skills in technical documentation, knowledge sharing, and presenting complex technical information to both technical and non-technical audiences.

- Strong leadership qualities with the ability to mentor and guide junior team members.

- Cisco CCNP Collaboration certification is mandatory.

- CCIE Collaboration certification is highly preferred and will be considered a significant advantage.

- Experience with scripting and automation tools for UC management is a plus.

Why Join Us ?

- Opportunity to be a key player in shaping the future of our Unified Communications infrastructure.

- Work with cutting-edge Cisco collaboration technologies and contribute to innovative projects.

- Lead and mentor a team of talented engineers, fostering a culture of technical excellence.

- Significant opportunities for professional growth and development.

- Competitive salary and benefits package commensurate with your expertise.

- Be part of a company that values expertise, innovation, and collaboration