Unified Communications Engineer (8-13 yrs)

Job Description :

Primary Skills (Must Have) :

- Expertise in Microsoft Teams voice and collaboration features, including Direct Routing, Phone System, meeting solutions, and integrations.

- Deep understanding and hands-on experience with enterprise Voice technologies, including VoIP, SIP, PSTN connectivity, and call routing principles.

- Extensive experience in designing, implementing, and managing Cisco Call Center solutions (e.g., UCCE,

UCCX), including scripting, routing, reporting, and integrations.

- Proven experience in designing, implementing, and managing Webex Contact Center solutions, including flow design, agent management, reporting, and integrations.

Responsibilities :

- Design and architect robust and scalable Unified Communications solutions based on business requirements, leveraging Microsoft Teams, Cisco Call Center, and Webex Contact Center.

- Lead the implementation and deployment of new UC features, functionalities, and integrations across the organization.

- Manage and maintain the health, performance, and reliability of our voice and collaboration platforms.

- Troubleshoot and resolve complex issues related to voice, video, and collaboration services.

- Develop and maintain comprehensive documentation for UC systems, configurations, and processes.

- Collaborate with network, security, and other IT teams to ensure seamless integration and security of UC solutions.

- Plan and execute upgrades, migrations, and capacity planning for UC infrastructure.

- Develop and implement monitoring and alerting solutions for proactive issue detection and resolution.

- Stay up-to-date with the latest trends and technologies in Unified Communications.

- Provide technical guidance and mentorship to junior team members.

- Participate in vendor evaluations and management for UC-related technologies.

- Ensure compliance with relevant security and regulatory standards for UC systems.

Qualifications :

- Bachelor's degree in Computer Science, Engineering, or a related field.

- 8 to 13 years of progressive experience in designing, implementing, and managing enterprise Unified Communications solutions.

- Deep understanding of VoIP protocols (SIP, H.323, MGCP), codecs, and QoS.

- Strong knowledge of network infrastructure and its impact on UC performance.

- Excellent analytical, problem-solving, and troubleshooting skills.

- Strong communication, collaboration, and interpersonal skills.

- Ability to work independently and as part of a team.

- Relevant certifications in Microsoft Teams, Cisco, or Webex are highly preferred