Cisco Collaboration Engineer

Zybisys; Bengaluru; On-site; INR 1,800,000 - 3,200,000; Full time

Job summary

ZYBISYS CONSULTING SERVICES LLP is seeking a Cisco Collaboration Engineer to administer and troubleshoot enterprise voice systems built on CUCM, Unity Connection, CUBE, and Webex App. You will support a BFSI client environment across Primary and DR data centres within an ITIL framework, handling incident, change, and problem management.

The role requires hands-on CUCM/CUBE expertise, SIP trunking skills, voice recording integration, CDR analysis, and strong networking knowledge.

Qualifications

• 4–6 years of relevant experience in Cisco Collaboration / Unified Communications environments.
• Strong hands-on experience with Cisco CUCM, CUBE, SIP/SIP troubleshooting, Unity Connection, and Cisco RTMT.
• Experience with SIP trunk configuration, troubleshooting, and ISP/carrier coordination.
• Strong understanding of SIP, SDP, RTP, codecs, DTMF, call flows, and voice troubleshooting.
• Experience with CUCM dial plans, device management, call routing, CSS, partitions, route patterns, translation patterns, route groups, route lists, hunt groups, and MOH.
• Experience with Networking and Voice QoS, VLANs, DNS, DHCP, routing, NAT, DSCP, EF, latency, jitter, and packet loss.
• Experience with CUCM clusters and Primary/DR environments.
• Experience with LDAP/Active Directory integration.
• Experience with Cisco Collaboration backup/restore, certificate management, upgrades, and health checks.
• ITIL-based Incident, Change, Problem Management and RCA experience.

Responsibilities

• Call Control and CUCM Administration: manage CUCM clusters, users, DNs, device pools, CSS, partitions, MOH, dial plans, and change undesired configurations.
• SIP Trunks, CUBE and Carrier Connectivity: configure SIP trunks, CUBE features, SIP signaling, and end-to-end trunk testing.
• Voice Recording & Collaboration Platforms: administer voice recording and integration with CUCM, troubleshoot recording issues.
• CDR/Call Recording/Call Analysis: monitor CDR/CMR, integration with Telesoft, and perform data analysis for issues.
• Unity Connection & Voicemail: manage mailboxes, call handlers, auto-attendants, MWI, and CUCM integration.
• Webex App – UCM Calling: provisioning, registration, calling issues, upgrades, and collaboration with support teams.
• LDAP/AD Integration: directory sync and authentication across CUCM and Unity.
• Monitoring & RTMT: health checks, traces, logging, and performance analysis.
• Incident, Change, and Problem Management: manage P1/P2 incidents, change plans, RCA, and escalation processes.
• Backup, Certificates, Upgrades and Health Checks: DR/backup status, cert management, patching, and DR readiness.
• Documentation: maintain SOPs, runbooks, diagrams, and escalation matrices.

Skills

CUCM

CUBE

SIP Troubleshooting

Unity Connection

Voice Recording & CDR

Webex App (UCM Calling)

LDAP/AD Integration

VMware/vSphere

Networking & QoS

SIP Trunking

Education

Bachelor's degree in Engineering/CS

CCNP Collaboration (advantage)

CCNA Collaboration (advantage)

Tools

SIP Trunking

Cisco RTMT

Webex Control Hub

Telesoft/Call Recording

CUCM/VMware/UC server infra

Job description

ZYBISYS CONSULTING SERVICES LLP | Full time

We are looking for a Cisco Collaboration Engineer to administer,monitor, troubleshoot, and maintain enterprise voice and collaborationenvironments built on Cisco CUCM, Unity Connection, CUBE, Webex App (UCMCalling), voice recording, and call-recording platforms.

The engineer will support a regulated BFSI client environment spanningPrimary and DR data centres and will work within an ITIL-aligned frameworkcovering incident, change, and problem management.

The role requires strong hands-on experience in Cisco Collaborationtechnologies, SIP, CUBE, CUCM troubleshooting, voice recording, CDR analysis,ISP/carrier coordination, and basic Cisco server/VMware infrastructureknowledge.

Key Responsibilities

1. Call Control and CUCM Administration

• Administer and troubleshoot Cisco Unified Communications Manager (CUCM) 12.x / 14.x /15.x, with primary focus on CUCM 15.x.
• Manage CUCM clustersacross Primary and DR data centres.
• Create and manage:
• End users
• Directory Numbers(DNs)
• Device pools
• Calling SearchSpaces (CSS)
• Partitions
• Configure andmaintain:
• Hunt Lists
• Line Groups
• Music on Hold (MOH)
• Build and maintainenterprise dial plans.
• Configure and troubleshoot:
• Route Patterns
• TranslationPatterns
• Route Groups
• Route Lists
• Troubleshootphone/device registration, call routing, device pool, CSS/partition, andservice-related issues.
• Perform CUCMconfiguration changes in accordance with approved change-managementprocedures.

2. SIP Trunks, CUBE and ISP/Carrier Connectivity

• Configure and troubleshoot SIP trunks between CUCM, CUBE, and ISP/telecom carriernetworks.
• Configure and maintain Cisco CUBE including:
• SIP dial-peers
• Voice classes
• SIP profiles
• SIP headermanipulation
• Troubleshoot SIPcall flows using CUBE debug outputs, CUCM traces, SIP messages, and logs.
• Analyze SIPsignaling including INVITE, 100/180/183 responses, 200 OK, ACK, BYE, SIPerror responses, SDP, and RTP/media flow.
• Troubleshoot codecnegotiation, DTMF, early media, one-way audio, no-audio, and call setupfailures.
• Coordinate withISP/telecom carriers for SIP trunk provisioning, activation, modification,testing, and troubleshooting.
• ValidateISP/carrier parameters including SIP signaling IPs, RTP/media IPs,required ports, DID/DDI ranges, caller ID, codec requirements, DTMF,concurrent call/session limits, and routing requirements.
• Perform end-to-endSIP trunk testing for inbound and outbound calls.
• Manage carrier/ISPescalations and coordinate resolution of SIP trunk-related incidents.
• Validate SIP trunkfailover and redundancy where applicable.

3. Voice Recording and Collaboration Platforms

• Administer and troubleshoot enterprise voice recording and collaboration platformsintegrated with Cisco CUCM.
• Support Varint voicerecording/collaboration platform and its integration with the Cisco voiceenvironment.
• Troubleshootrecording-related issues including missing recordings, incompleterecordings, audio/recording quality issues, recording integrationfailures, and call recording availability issues.
• Validate end-to-endcall flow between CUCM/CUBE and the voice recording platform.
• Coordinate withapplication and vendor teams for voice recording-related incidents andissues.
• Support changes andupgrades related to voice recording/collaboration components.

4. CDR / Call Recording / Call Analysis

• Monitor and troubleshoot CUCM CDR/CMR generation and integration.
• Support TelesoftCDR/call-recording platform integration and troubleshooting.
• Perform CDR-basedanalysis for call failures, call duration, calling/called numbers, callrouting, call completion, and voice-related incidents.
• Validate callrecords against CUCM/CUBE call flows during incident investigations.
• Coordinate withTelesoft/vendor teams for CDR and call-recording issues.
• Support reportingand investigation requirements related to voice calls and call records.

5. Unity Connection and Voicemail

• Administer and troubleshoot Cisco Unity Connection.
• Manage voicemailboxes, users, call handlers, schedules, auto-attendants, voicemail ports,and Message Waiting Indicator (MWI).
• TroubleshootCUCM–Unity Connection integration.
• Troubleshootvoicemail delivery, MWI, call-handler, and voicemail access issues.
• Support UnityConnection HA and DR activities where applicable.

6. Webex App – UCM Calling

• Support Cisco WebexApp in UCM Calling mode.
• Perform userprovisioning and configuration.
• Troubleshoot WebexApp registration and calling issues, including device registration,authentication, calling, audio/video, UC Service/Profile-related issues,and client connectivity.
• Coordinate withCisco/Webex support for complex issues.
• Support Webex/UCM changes and upgrades as required.

7. LDAP / Active Directory Integration

• Configure and troubleshoot LDAP/Active Directory integration with CUCM and UnityConnection.
• Manage usersynchronization and authentication.
• Troubleshoot LDAPsynchronization failures and user provisioning issues.
• Coordinate withAD/Windows teams for directory-related issues.

8. Monitoring and RTMT

• Monitor the CiscoCollaboration environment using Cisco RTMT.
• Monitor CUCMservices, device registrations, call activity, performance counters,CPU/memory utilization, alerts, SIP-related issues, and serviceavailability.
• Perform proactivehealth checks of CUCM, Unity Connection, CUBE, and related collaborationcomponents.
• Collect and analyzeCUCM traces and logs for troubleshooting.
• Use RTMT and trace/log analysis for P1/P2 incident investigation.
• Maintain workingknowledge of Cisco UCS/Cisco server infrastructure supporting CiscoCollaboration applications.
• Maintain workingknowledge of VMware vSphere/ESXi environments hosting Cisco Collaborationapplications.
• Understand VMresources including CPU, memory, virtual NICs, VLANs, datastores, andvirtual switches.
• Identify whether anissue is related to the CUCM/application layer, VM layer, hypervisor,network, or underlying server infrastructure.
• Coordinate withServer/VMware teams for underlying infrastructure issues.
• Understand CiscoCollaboration VM resource requirements, backup/restore considerations,snapshots, and infrastructure dependencies.

10. Incident, Change and Problem Management

• Handle incidents from detection through resolution within defined SLAs.
• Provide technical support for P1/P2 incidents and participate in major incidenttroubleshooting.
• Perform structuredtroubleshooting and maintain clear incident timelines.
• Execute plannedchanges through the approved change-management process.
• Prepareimplementation plans, validation steps, rollback plans, and post-changevalidation.
• Participate in RootCause Analysis (RCA) and Problem Management for recurring issues.
• Coordinate withCisco TAC, OEMs, ISP/carriers, and application vendors when required.
• Maintain properincident and change documentation.

11. Backup, Certificates, Upgrades and Health Checks

• Perform regularCisco Disaster Recovery System (DRS) backups and validate backup status.
• Supportbackup/restore activities as required.
• Manage certificatesfor CUCM, Unity Connection, CUBE, SIP/TLS, and web services.
• Monitor certificateexpiry and coordinate timely renewal.
• Perform routineCisco Collaboration health checks.
• Support CUCM, UnityConnection, CUBE, and related application patching/upgrades.
• Perform post-upgrade validation and rollback activities when required.
• Maintain Primaryand DR environment readiness.

12. Documentation

• Maintain accurateSOPs, runbooks, configuration records, network/call-flow diagrams, SIPtrunk details, ISP/carrier details, escalation matrix, and DR procedures.
• Documenttroubleshooting procedures and known issues.
• Maintain configuration and operational records for audit requirements.

Required Skills

• 4–6 years ofrelevant experience in Cisco Collaboration / Unified Communicationsenvironments.
• Strong hands-onexperience with Cisco CUCM, CUBE, SIP/SIP troubleshooting, UnityConnection, and Cisco RTMT.
• Experience with SIPtrunk configuration, troubleshooting, and ISP/telecom carrier coordination.
• Strongunderstanding of SIP, SDP, RTP, codecs, DTMF, call flows, and voicetroubleshooting.
• Experience withCUCM dial plans, device management, call routing, CSS, partitions, routepatterns, translation patterns, route groups, route lists, hunt groups,and MOH.
• Experience with Networkingand Voice QoS, including VLANs, DNS, DHCP, routing, NAT, DSCP, EF,latency, jitter, and packet loss.
• Experience withCUCM clusters and Primary/DR environments.
• Experience withLDAP / Active Directory integration.
• Experience withCisco Collaboration backup/restore, certificate management, upgrades, andhealth checks.
• ITIL-basedIncident, Change, Problem Management and RCA experience.
• Experience workingwith Cisco TAC, OEMs, vendors, and internal infrastructure teams.

Preferred Skills

• Experience with WebexApp in UCM Calling mode.
• Experience with voice/callrecording platforms.
• Experience with Varint voice recording/collaboration platform.
• Experience with TelesoftCDR/call-recording platform.
• Working knowledgeof Cisco UCS/server infrastructure.
• Working knowledgeof VMware ESXi/vSphere.
• Experience in BFSI,banking, stock broking, or other regulated environments.
• CCNPCollaboration or equivalent hands-on experience.
• Cisco Expresswayand MRA.
• SIP over TLS /SRTP.
• Advanced voice QoStroubleshooting.
• CUCM/UnityConnection HA and DR.
• Cisco Collaborationupgrades and migrations.
• Webex Control Hub /Cloud-Connected UC exposure.
• AXL/API or CiscoCollaboration automation exposure.
• Understanding ofaudit, compliance, and operational controls.
• Experience withITSM platforms such as Zoho Desk, ServiceNow, or similar.

Qualifications

• Bachelor's degreein Engineering, Computer Science, Information Technology, or a relatedfield.
• Relevant Ciscocertifications such as CCNA / CCNP Collaboration are an advantage.
• Equivalent hands-onCisco Collaboration experience may be considered.

Soft Skills

• Strong analytical and structured troubleshootingapproach.
• Clear written and verbal communication.
• Ability to provide concise technical updatesduring incidents.
• Ability to work under pressure during P1/P2incidents.
• Strong ownership and accountability.
• Good coordination with customers, ISP/carriers,vendors, Cisco TAC, and internal infrastructure teams.
• Discipline around documentation, changemanagement, and operational processes.
• Ability to work effectively in a regulated BFSIenvironment.