Cisco Collaboration Engineer

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

Job summary

ZYBISYS CONSULTING SERVICES LLP is seeking a Cisco Collaboration Engineer to administer, monitor, troubleshoot, and maintain enterprise voice and collaboration environments built on CUCM, Unity Connection, CUBE, and Webex App. This role spans primary and DR data centres in a regulated BFSI client environment.

The engineer will handle SIP trunks, CUBE, voice recording, CDR analysis, LDAP/AD integration, and RTMT monitoring within an ITIL-aligned framework, ensuring high availability and quality

Qualifications

• 4–6 years of experience in Cisco Collaboration / Unified Communications environments.
• Hands-on experience with Cisco CUCM, CUBE, SIP troubleshooting, Unity Connection, and Cisco RTMT.
• Experience with SIP trunk configuration, ISP/carrier coordination.
• ITIL-based incident, change, and problem management.
• Experience with LDAP/Active Directory integration.
• Familiarity with BFSI regulated environments.

Responsibilities

• Administer CUCM and troubleshoot related issues across data centers.
• Configure SIP trunks and CUBE with ISP/carrier networks.
• Administer voice recording and collaboration platforms.
• Monitor and analyze CDR / call records for incidents.
• Manage Unity Connection voicemail and MWI.
• Support Webex App in UCM Calling mode.
• LDAP/AD integration and directory synchronization.
• Monitor using RTMT and perform health checks.
• Handle incidents, changes, and problem management per ITIL.
• Coordinate with vendors and Cisco TAC for complex issues.

Skills

Cisco CUCM

CUBE

SIP troubleshooting

Unity Connection

RTMT

LDAP/AD integration

BFSI regulatory experience

Voice recording

Webex App UCM Calling

VMware ESXi

Education

Bachelor's degree in Engineering/CS/IT

Tools

Zoho Desk

ServiceNow

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 andtroubleshoot 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 andtroubleshoot:
  
• 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 andtroubleshoot SIP trunks between CUCM, CUBE, and ISP/telecom carriernetworks.
  
• Configure andmaintain 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 andtroubleshoot 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 andtroubleshoot 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 andtroubleshoot 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/UCMchanges and upgrades as required.
  

7. LDAP / Active Directory Integration

• Configure andtroubleshoot 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 andtrace/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 incidentsfrom detection through resolution within defined SLAs.
  
• Provide technicalsupport 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.
  
• Performpost-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.
  
• Maintainconfiguration 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.