Collaboration Engineer – UC & VoIP Support

Insight; Pasig; On-site; PHP 500,000 - 900,000; Full time

Job summary

Insight Manila seeks an experienced L2/L3 Collaboration Engineer to support Cisco Call Manager, Unity Connection and UCCX, along with MS Teams, from our Pasig office. You will triage incidents, manage tickets, and coordinate with US managers and vendors to resolve complex issues.

You will communicate progress to clients, provide remediation recommendations, and work across data center, security, and networking domains to ensure service levels and customer satisfaction.

Qualifications

• Bachelor’s degree in a related field or equivalent experience.
• At least 3 years of experience in ticket management and collaboration engineering.
• Experience with ITSM concepts and ticketing systems; strong client handling skills.

Responsibilities

• Operate Cisco Call Manager, Unity Connection, UCCX and MS Teams.
• Perform initial triage for incidents and escalations.
• Handle MACD and incidents within SLA.
• Interact with ABB clients via emails and calls.
• Provide remote assistance via remote desktop sharing.
• Collaborate with senior staff and third-party vendors for escalated issues.
• Create and update ticket documentation; generate weekly reports.

Skills

English communication

multitasking

client handling

team collaboration

adaptability

Education

Bachelor’s Degree in Electronic Engineering/Computer Engineering or related

Tools

Cisco Call Manager

Cisco Unity Connection

Cisco UCCX

MS Teams

UCCE/PCCE

CUIC

CVP

I CM / CVP Expressways & Gateways

SIP & SIP debugging

Call scripting (UCCX/UCCE)

CUSP

SQL/Informix queries

Job description

Insight Manila seeks an experienced L2/L3 Collaboration Engineer to support Cisco Call Manager, Unity Connection and UCCX, along with MS Teams, from our Pasig office. You will triage incidents, manage tickets, and coordinate with US managers and vendors to resolve complex issues.

You will communicate progress to clients, provide remediation recommendations, and work across data center, security, and networking domains to ensure service levels and customer satisfaction.