Cisco Unified Communications (UC) Engineer

Applicable Limited; Petaling Jaya; On-site; MYR 70,000 - 90,000; Full time

Job summary

A global technology firm located in Malaysia is seeking a Cisco Unified Communications (UC) Engineer (L2) to provide technical support and field engineering services. The ideal candidate will have over 4 years of experience with Cisco UC technologies and strong knowledge of VoIP protocols. Responsibilities include managing Cisco voice gateways, ensuring high availability and providing support for standard incidents. This role offers opportunities for career advancement and a commitment to diversity and inclusion.

Qualifications

• 4+ years of hands-on experience with Cisco UC technologies required.
• Strong knowledge of VoIP protocols and experience with Cisco voice gateways.
• Good communication skills in English and ability to work with cross-functional teams.

Responsibilities

• Design and maintain Cisco Unified Communications systems.
• Manage and support Cisco voice gateways and IP telephony endpoints.
• Provide L2/L3 support for UC incidents and escalations.

Skills

Cisco UC technologies

VoIP protocols (SIP, H.323, MGCP, SCCP)

Cisco voice gateways

Networking (routing, switching)

Documentation and planning

Education

Bachelor’s degree in Computer Science or equivalent

Tools

RTMT

Job description

Continue to make an impact with a company that is pushing the boundaries of what is possible. At NTT DATA, we are renowned for our technical excellence, leading innovations, and making a difference for our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can continue to grow, belong, and thrive. Your career here is about believing in yourself and seizing new opportunities and challenges. It’s about expanding your skills and expertise in your current role and preparing yourself for future advancements. That’s why we encourage you to take every opportunity to further your career within our great global team.

Your day at NTT DATA

The Cisco Unified Communications (UC) Engineer (L2) is a developing engineering role, responsible for providing a professional second‑line remote and/or onsite technical support and field engineering service to clients by proactively identifying and resolving technical incidents and problems. Through pre‑emptive service incident and resolution activities, this role restores service to clients by managing incidents and seeing them through to an effective resolution. The primary objective of this role is to ensure all requests, process events and resolution incidents result in zero missed Service Level Agreement (SLA) conditions. The Unified Communication Field Support Engineer (L2) is responsible for managing standard and low complexity incidents, conducting routine, repetitive tasks while using readily available information and following standard practices and procedures.

Key responsibilities

• Design, deploy, configure, and maintain Cisco Unified Communications systems, including CUCM (Cisco Unified Communications Manager), Cisco Contract Center, Cisco Webex, and Voice Recording.
• Manage and support Cisco voice gateways, session border controllers (SBCs), and IP telephony endpoints (phones, video devices).
• Implement and troubleshoot VoIP protocols: SIP, H.323, MGCP, SCCP.
• Monitor UC system performance, perform capacity planning, and maintain high availability.
• Perform software upgrades, patches, and backups of UC systems.
• Provide L2/L3 support for UC incidents, escalations, and change management.
• Integrate UC with other infrastructure (Active Directory, DNS, Certificates, Network).
• Work closely with network, security, and operations teams to ensure QoS, redundancy, and security of voice traffic.
• Develop and maintain documentation: dial plans, call flow diagrams, run‑books, and procedures.
• Provide training and support to users and junior engineers.
• Participate in UC‑related projects: migrations, voice‑data convergence, UC‑cloud integration, etc.

Qualifications & Skills

• Bachelor’s degree in Computer Science, Information Technology, Telecommunications, or equivalent work experience.
• Minimum 4 years of hands‑on experience with Cisco UC technologies (CUCM, UCCX, Webex, voice recording, etc.).
• Strong knowledge of VoIP protocols: SIP, H.323, MGCP, SCCP.
• Experience with Cisco voice gateways, SBCs, and integrated dial‑plan design.
• Solid understanding of networking (routing, switching) and how it applies to voice (QoS, VLAN, NAT).
• Experience with clustering, redundancy, and fault tolerance in UC infrastructure.
• Proficiency in UC system monitoring and troubleshooting tools (e.g. RTMT, logs).
• Certifications preferred: CCNP Collaboration or equivalent.
• Good communication skills (English), documentation and planning abilities.
• Ability to work with cross‑functional teams, elevate issues, and manage projects.

Equal Opportunity Employer

NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Accelerate your career with us. Apply today.