Cisco Voice Engineer

UST Global (M) Sdn Bhd; George Town; On-site; MYR 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a skilled Voice Engineer to lead the management of enterprise-grade voice and collaboration infrastructure. This role involves hands-on expertise in Cisco Unified Communications Manager and cloud-based UC platforms, ensuring seamless integration and performance across hybrid environments. The ideal candidate will manage voice estate capacity, collaborate with global teams, and resolve complex voice quality issues. With a focus on security compliance and operational excellence, this position offers a dynamic work environment where your contributions will significantly impact the organization's voice services. Join a company that values collaboration, innovation, and professional growth.

Benefits

Competitive compensation

Professional development opportunities

Health and wellness initiatives

Flexible work arrangements

Work-life balance support

Qualifications

• 7+ years of experience as a Unified Communications Engineer in a global MNC.
• Hands-on experience in VoIP technologies and SBC management.

Responsibilities

• Manage and maintain voice infrastructure for optimal performance.
• Collaborate with cross-functional teams to ensure seamless voice operations.
• Resolve complex voice quality issues and provide Tier 2/3 support.

Skills

VoIP Technologies

Cisco Unified Communications Manager (CUCM)

Packet Capture Analysis

Troubleshooting

Analytical Skills

Collaboration

Security Compliance

SIP Trunking Solutions

Session Border Controllers (SBCs)

Microsoft Teams Voice Design

Education

Bachelor's Degree in Computer Science or related field

Tools

Cisco Call Manager

Verba Voice Recording Platforms

Logic Monitor

Wireshark

SolarWinds

Microsoft PowerShell

Job description

The opportunity
We are seeking a skilled Voice Engineer to lead & maintain enterprise-grade voice and collaboration infrastructure. The ideal candidate should have hands-on expertise in Cisco Unified Communications Manager (CUCM), cloud-based UC platforms like AWS Connect, Microsoft Teams, Zoom, SBC Edge devices, and Verba Voice recording platforms. You will ensure seamless integration, security, and performance of voice services across hybrid environments.

Key Responsibilities

1. Manage the Voice Estate, ensuring optimal performance and availability.
2. Manage capacity planning, monitoring, and maintenance of the voice infrastructure.
3. Collaborate with global, cross-functional teams in a multi-locational, matrixed environment.
4. Work closely with teams such as Service Desk, Platforms, Information Security, and End User Services to ensure seamless voice operations.
5. Take ownership of incidents, problems, and issues, ensuring timely resolution within SLAs/OLAs.
6. Provide technical expertise for change requests, project work, and ongoing maintenance (e.g., firmware upgrades and patch cycles).
7. Manage and maintain Verba Voice recording platforms.
8. Administer and optimize Session Border Controllers (SBCs), such as Sonus/Ribbon voice gateways.
9. Support and configure Cisco Call Manager, Cisco Meeting Server, and Expressway-C/Expressway-E.
10. Administer and Monitor Voice Devices through Logic Monitor.
11. Utilize network probes and conduct packet capture analysis for troubleshooting and performance optimization.
12. Maintain and enhance Standard Operating Procedures (SOPs) and documentation related to voice infrastructure.
13. Participate in on-call rotations and weekend support as needed.
14. Resolve complex voice quality issues (jitter, latency, packet loss) using tools like Wireshark, SolarWinds.
15. Perform firmware upgrades, patching, and system health checks.
16. Monitor and optimize SBC configurations (Ribbon, AudioCodes).
17. Integrate legacy PBX systems with cloud UC platforms (e.g., Teams Phone System, Zoom Phone).
18. Design SIP trunking solutions, QoS policies, and disaster recovery plans.
19. Work with network, security, and DevOps teams to ensure end-to-end voice service reliability.
20. Provide Tier 2/3 support for critical incidents and mentor junior engineers.
21. Maintain detailed network diagrams, SOPs, and configuration guides.
22. Ensure compliance with security standards (GDPR, HIPAA) for voice traffic and call recordings.

Qualifications and Experience Required

1. Minimum of 7 years’ experience as a Unified Communications Engineer in a large enterprise or global MNC environment.
2. Hands-on experience in support and implementation of VoIP Technologies.
3. Strong experience in managing Verba Voice recording platforms.
4. Expertise in managing Session Border Controllers (SBCs) such as Ribbon/Audiocodes.
5. Experience working with Cisco Call Manager and Microsoft PowerShell.
6. Deep understanding of Microsoft Teams voice design and enterprise telephony integration.
7. Experience in certificate management for maintaining the voice Infra.
8. Proficiency in network probes and packet capture analysis for troubleshooting.
9. Strong analytical, troubleshooting, and problem-solving skills.
10. Ability to work in a fast-paced, global team environment and collaborate effectively with cross-functional teams.
11. Flexibility to support after-hours work, weekend activities, and on-call rotation when required.

Preferred Certifications (Optional but Beneficial)

• Ribbon SBC Professional
• ITIL Certification (Preferred)

What we offer

At UST Global (M) Sdn Bhd, we pride ourselves on our inclusive, collaborative, and supportive work culture. We offer a range of benefits, including competitive compensation, opportunities for professional development, and a variety of health and wellness initiatives. Our flexible work arrangements and focus on work-life balance help our employees thrive both personally and professionally.