Unified Commmunications Engineer

United Overseas Bank Limited; Kuala Lumpur; On-site; MYR 80,000 - 120,000; Full time

Job summary

United Overseas Bank Limited (UOB) is seeking a Platform Support & Administration professional in Kuala Lumpur to manage Unified Communications and Contact Center platforms. You will troubleshoot incidents, monitor health and availability, and participate in deployments and migrations, collaborating with multiple teams and external vendors.

The role requires experience with CUCM/UCCX/UCCE, Avaya Aura, and Microsoft Teams Voice, plus strong SIP and IP telephony skills.

Qualifications

• Experience with one or more UC platforms (CUCM, UCCX/UCCE, Avaya).
• Proficient in SIP, SBCs, IP telephony and voice routing.
• Experience with Microsoft Teams Voice integration is a plus.
• Familiarity with ITIL incident, change and problem management.

Responsibilities

• Administer and maintain Unified Communications and Contact Center platforms.
• Troubleshoot and resolve system, application, telephony, and voice incidents.
• Monitor platform health, performance, and service availability.
• Participate in deployments, upgrades, patching, and migrations.
• Coordinate with project and technical teams and vendors.
• Handle on-call support, incident response, and service restoration activities.
• Document procedures and contribute to knowledge base.

Skills

CUCM

UCCX/UCCE

Avaya Aura

Microsoft Teams Voice

SIP Protocol

IP Telephony

Call Routing

Voice Troubleshooting

ITIL

Job description

Company: 6255 UOB Innovation Hub 2 Sdn Bhd About UOB United Overseas Bank Limited (UOB) is a leading bank in Asia with a global network of more than 500 branches and offices in 19 countries and territories in Asia Pacific, Europe and North America. In Asia, we operate through our head office in Singapore and banking subsidiaries in China, Indonesia, Malaysia and Thailand, as well as branches and offices. Our history spans more than 80 years. Over this time, we have been guided by our values - Honorable, Enterprising, United and Committed. This means we always strive to do what is right, build for the future, work as one team and pursue long-term success. It is how we work, consistently, be it towards the company, our colleagues or our customers.

Job Description Responsibilities

Platform Support & Administration

• Administer and maintain Unified Communications and Contact Center platforms.
• Perform troubleshooting and resolution of system, application, telephony, and voice-related incidents.
• Monitor platform health, performance, and service availability.
• Perform preventive maintenance and operational health checks.

Implementation & Change Delivery Support

• Support implementation, upgrades, patching, and enhancement activities.
• Participate in production deployments, release rollouts, and system migrations.
• Collaborate with project and technical teams to deliver communication technology initiatives.

Operational Support

• Manage and resolve incidents, service requests, and problem tickets in accordance with established SLAs.
• Participate in Incident, Problem, Change, and Release Management processes.
• Conduct root cause analysis and support service restoration activities.
• Support production stability and operational readiness.

Stakeholder & Vendor Management

• Work closely with infrastructure, application, network, security, operations, and vendor teams.
• Coordinate with external vendors for issue investigation and resolution.
• Maintain technical documentation and operational procedures.

On-Call Support

• Participate in standby, after-hours, weekend, or maintenance support activities when required.
• Support production changes, maintenance windows, and disaster recovery exercises.

Required Skills & Experience

Unified Communications & Contact Center

• Experience in one or more of the following: Cisco Unified Communications Manager (CUCM)
• Cisco Contact Center Solutions (UCCX/UCCE)
• Avaya Aura Contact Center
• Microsoft Teams Voice & Collaboration
• Voice & Telephony Technologies
• SIP Protocol
• Session Border Controllers (SBC)
• Voice Gateways
• IP Telephony and Voice Infrastructure
• Call Routing and Telephony Troubleshooting

Preferred Qualifications

• Experience supporting enterprise-scale Unified Communications or Contact Center environments.
• Knowledge of ITIL processes including Incident, Problem, Change, and Release Management.
• Experience working in high-availability production support environments.
• Banking or financial services industry experience is advantageous.
• Strong troubleshooting, communication, and stakeholder management skills.

Additional Requirements

• Develop, Engage, Execute, Strategise

Be a Part of the UOB Family

UOB is an equal opportunity employer. UOB does not discriminate on the basis of a candidate's age, race, gender, color, religion, sexual orientation, physical or mental disability, or other non-merit factors. All employment decisions at UOB are based on business needs, job requirements and qualifications.

If you require any assistance or accommodations to be made for the recruitment process, please inform us when you submit your online application.

UOB is rated as one of the world's top banks, ranked 'Aa1' by Moody's Investors Service and 'AA-' by both S&P Global and Fitch Ratings. With a global network of 500 branches and offices across 19 countries in Asia Pacific, Europe and North America. In Asia, we operate through our head office in Singapore and banking subsidiaries in China, Indonesia, Malaysia, Thailand and Vietnam, as well as branches and offices throughout the region.