Senior Voice Network Engineer (L3) - CUCM/Webex

PFCC Group; Hong Kong; On-site; HKD 360,000 - 540,000; Full time

Job summary

PFCC Group is seeking an experienced Voice L3 Engineer to support enterprise voice and collaboration environments in a global, follow-the-Sun operations model. You will handle incident resolution, optimize voice infrastructure, and work with global teams on deployments and upgrades.

The role demands CUCM hands-on experience, strong knowledge of SIP/MGCP/ISDN, and ITIL familiarity, with a focus on reliability and customer service in a financial services setting.

Qualifications

• Bachelor's degree in Computer Science, Information Technology or related field.
• 3–5 years of experience in enterprise voice and collaboration environments.
• Hands-on experience with Cisco Unified Communications Manager (CUCM), including IP phones, Webex/Jabber.
• Strong knowledge of voice protocols such as SIP, MGCP and ISDN; understands call routing and PSTN services.
• Exposure to Cisco UCM, Webex, Avaya, Oracle SBC or similar platforms is desirable.
• Working knowledge of ITIL processes (Incident, Problem, Change).
• Strong troubleshooting, communication and customer-service skills; capable of global operations support.
• Comfortable with follow-the-Sun rotations and scheduled changes.

Responsibilities

• Provide Level 3 support for enterprise voice infrastructure and services, handling incidents and escalations.
• Maintain stability, availability and performance of voice services across global operations.
• Assist with infrastructure projects, tech refreshes, and platform upgrades.
• Track activities in ServiceNow and ensure timely resolutions per SLAs.
• Support new voice deployments and maintain documentation and configuration records.
• Participate in weekend rotations and changes to ensure continuity.
• Troubleshoot voice services across collaboration environments.
• Contribute to continuous improvement of voice infrastructure and processes.

Skills

Voice engineering

Troubleshooting

Communication

Customer service

Follow-the-Sun support

Education

Bachelor's degree in Computer Science or IT

Tools

CUCM

Webex

Jabber

Cisco IP phones

SIP

MGCP

ISDN

Oracle SBC

Avaya

Job description

PFCC Group is seeking an experienced Voice L3 Engineer to support enterprise voice and collaboration environments in a global, follow-the-Sun operations model. You will handle incident resolution, optimize voice infrastructure, and work with global teams on deployments and upgrades.

The role demands CUCM hands-on experience, strong knowledge of SIP/MGCP/ISDN, and ITIL familiarity, with a focus on reliability and customer service in a financial services setting.