Unified Communications L2 Engineer: Cisco CUCM/UCCX

Capgemini; Cardiff; On-site; GBP 45,000 - 65,000; Full time

Job summary

Capgemini is seeking an L2 Unified Communications Support Engineer to provide on-site technical support for IP telephony, UC, and contact centre services in a multi-site UK environment. The role focuses on diagnosing complex issues, performing diagnostics, and implementing documented workarounds with escalation to Level 3 when required.

You will work in Stevenage, Portsmouth or Newport, handling incidents, collecting evidence, and supporting critical communications platforms such as Cisco CUCM,

Qualifications

• Experience handling L2 telephony and UC incidents.
• Familiarity with ITSM processes and ITIL practices.
• Ability to diagnose voicemails, call routing, and endpoint issues.

Responsibilities

• Handle incidents and requests escalated by Level 1 support for telephony and UC services.
• Diagnose L2 issues with Cisco UC solutions and contact centre tools; collect data, run diagnostics and apply workarounds.
• Escalate complex incidents to Level 3 with complete case history and technical evidence; contribute to Major Incidents.

Tools

Cisco CUCM

Cisco Jabber

Cisco UCCX

Cisco CUBE

Wireshark

ServiceNow

Jira

Confluence

Job description

Capgemini is seeking an L2 Unified Communications Support Engineer to provide on-site technical support for IP telephony, UC, and contact centre services in a multi-site UK environment. The role focuses on diagnosing complex issues, performing diagnostics, and implementing documented workarounds with escalation to Level 3 when required.

You will work in Stevenage, Portsmouth or Newport, handling incidents, collecting evidence, and supporting critical communications platforms such as Cisco CUCM,