Voice Engineer - UCCE. ICM, Cisco IPT

W3Global; Región Centro; Presencial; MXN 420.000 - 720.000; Jornada completa

Descripción de la vacante

W3Global in Guadalajara is seeking an experienced UC&C engineer to support UCCE/ICM deployments onsite. The role requires 4+ years of relevant experience and hands-on expertise with Cisco IPT, SIP protocols, and SQL queries.

You will lead end-to-end troubleshooting, coordinate with TAC and third-party vendors, and drive platform upgrades and migrations. This is an onsite, 24/7 position with weekend coverage and rotating shifts.

Formación

• 4+ years of experience with UCCE/ICM and Cisco IPT.
• Expertise in SIP protocol, SIP call flow, and SIP troubleshooting.
• End-to-end troubleshooting and hands-on SQL queries.
• Experience coordinating with TAC and third-party vendors.
• Lead and support major version upgrades and platform migrations.

Responsabilidades

• Provide onsite support in Guadalajara on a 24/7 basis.
• Perform end-to-end UCCE troubleshooting.
• Coordinate incident and release management.
• Lead major version upgrades and migrations.
• Collaborate with TAC and vendors to resolve issues.
• Participate in on-call rotation (morning/evening/night).

Conocimientos

UCCE

ICM

Cisco IPT

SIP protocol

SQL queries

Cisco Dialer

TAC coordination

Incident management

Release management

Herramientas

Cisco ICM scripting

Descripción del empleo

Fully Onsite Guadalajara - 24/7 including weekend support

Exp. Required: 4+ years

Description

• Expertise knowledge in UCCE, ICM, Cisco IPT with 4+ years of relevant experience

Expertise in SIP protocol, SIP call flow and SIP troubleshooting

Implementation experience and background

Lead and Support Major Version upgrades and platform Migrations

UCCE end to end troubleshooting

Hands‑on experience in SQL Queries

Cisco Dialer experience and troubleshooting

End to end coordination with TAC and 3P vendors

Incident Management and Release Management experience

Cisco ICM scripting knowledge (optional)

What we need to see (skills, tech stack, certifications, degree, etc.)

UCCE. ICM, Cisco IPT

• Location: Guadalajara
• Working model: Office from day 1 (Secure Room)
• Working days: 5 days including weekend support
• Working Shift: rotation shift (Morning, evening) , Night shift (based on the need)