Senior Voice & Collaboration Engineer (L3)

PFCC Group Limited; Hong Kong; Presencial; HKD 360.000 - 520.000; Jornada completa

Descripción de la vacante

PFCC Group is seeking an experienced Voice L3 Engineer to strengthen its global Technology and Operations team in Hong Kong. This role provides advanced support for enterprise voice infrastructure, handling incidents, service requests, and escalations while coordinating with Operations and Engineering across time zones.

You will work on voice platforms (CUCM, Webex, Jabber, Cisco UCM), SIP/MGCP/ISDN, and participate in deployments, tech refreshes, and documentation updates to ensure high

Formación

• Bachelor’s degree in Computer Science, IT or related discipline, or equivalent practical experience.
• 3–5 years of experience supporting enterprise voice and collaboration environments.
• Hands-on experience with CUCM environments, IP phones, Webex/Jabber, and mobile voice solutions.
• Solid understanding of SIP, MGCP and ISDN, plus call routing and PSTN provider services.
• Exposure to Cisco/UCM, Webex, Avaya, Oracle SBC or similar platforms is desirable.
• Working knowledge of ITIL processes (Incident, Problem, Change).
• CCNA Collaboration or CCNP Collaboration certifications advantageous.
• Strong troubleshooting, communication and customer-service skills in a global ops setting.

Responsabilidades

• Provide Level 3 support for enterprise voice infrastructure and services, including incident troubleshooting, service requests and escalation of complex technical issues.
• Collaborate with global Operations and Engineering teams to maintain stability, availability and performance of voice services.
• Support infrastructure projects, technology refresh, routine maintenance and platform upgrades.
• Track, manage and prioritise operational activities via ServiceNow, ensuring timely resolution and SL adherence.
• Support acceptance of new voice deployments and maintain accurate technical documentation and configuration records.
• Participate in scheduled support rotations, including weekend change execution to ensure continuity.
• Troubleshoot and support voice services across enterprise collaboration environments and contribute to process improvements.

Conocimientos

Voice troubleshooting

Global operations

Customer service

Communication

Educación

Bachelor's degree in Computer Science or IT

Equivalent practical experience

Herramientas

CUCM

Cisco Webex

Jabber

Avaya

Oracle SBC

Cisco UCM

Descripción del empleo

PFCC Group is seeking an experienced Voice L3 Engineer to strengthen its global Technology and Operations team in Hong Kong. This role provides advanced support for enterprise voice infrastructure, handling incidents, service requests, and escalations while coordinating with Operations and Engineering across time zones.

You will work on voice platforms (CUCM, Webex, Jabber, Cisco UCM), SIP/MGCP/ISDN, and participate in deployments, tech refreshes, and documentation updates to ensure high