L2 UC Engineer

Penbrothers International; Philippines; Remote; PHP 320,000 - 520,000; Full time

Benefits offered by this job

Meaningful work

Career growth

Global reach

Startup empowerment

Job summary

Penbrothers is seeking a Service Desk UC Engineer / Cisco Voice Engineer to deliver 1st and 2nd line support for Unified Communications and Contact Centre infrastructure across multi-vendor environments. The role centers on Cisco UC/CC (CUCM, Webex) with exposure to Zoom, AWS Connect, Genesys and Teams.

You will resolve incidents, perform MACs, monitor health, and document tightly while collaborating with senior engineers.

Qualifications

• 1–3 years of experience supporting Cisco UC/CC platforms (CUCM, Webex, Webex Contact Center)
• Solid understanding of core UC/CC concepts (SIP, dial plans, call routing, PSTN connectivity, voicemail, IVR, queues)
• Strong troubleshooting and ticket-handling under SLA-driven environments
• Clear, client-facing communication skills and ability to explain technical issues simply
• Willingness to learn across a multi-vendor stack under mentorship
• Exposure to Zoom, AWS Connect, Genesys, MS Teams or Webex Contact Center is advantageous
• ITIL awareness is highly regarded

Responsibilities

• Respond to and resolve incidents and service requests relating to UC and contact centre platforms
• Perform routine administration such as user provisioning and call handling configuration
• Monitor UC/CC infrastructure health and escalate anomalies before service impact
• Log and prioritise tickets in line with SLAs and update clients
• Carry out MACs to dial plans and voicemail settings under change control
• Support customers across platforms (Zoom, AWS Connect, Genesys, MS Teams, Webex)
• Escalate complex issues to senior engineers with clear documentation
• Maintain ticket notes, knowledge base, and SOPs
• Participate in on-call/after-hours support roster (if needed)

Skills

Cisco UC/CC support

UC/CC concepts

Troubleshooting

Client facing comms

Procedures adherence

Mentorship towards senior

Tools

CUCM

Webex

Webex Contact Center

Zoom

AWS Connect

Genesys

Microsoft Teams

Job description

About Penbrothers

Penbrothers is an HR & remote talent management partner and one of the fastest-growing companies in the Philippines. We provide talented Filipinos with global opportunities in high-growth startups and dynamic companies, from the comfort of their own homes.

About the Client

Founded in 2006, this Australian systems integrator and managed service provider helps organisations turn technology into a driver of business growth.

Its certified experts design, deploy, and manage solutions across contact centre, collaboration, network, security, and cloud, working with leading partners such as Cisco, AWS, Salesforce, and Microsoft. Trusted by over 400 organisations nationwide, the company supports clients across healthcare, finance, education, and telecoms to overcome challenges, improve efficiency, and keep operations running smoothly.

About the Role

A Service Desk UC Engineer / Cisco Voice Engineer provides 1st and 2nd-line support for Unified Communications and Contact Centre infrastructure across a multi-vendor environment. The role is grounded in Cisco UC/CC technology (CUCM, Webex Contact Center) with exposure to other platforms in use across our customer base, including Zoom, AWS Connect, Genesys and Microsoft Teams. This role focuses on day-to-day incident resolution, moves/adds/changes and monitoring, working closely with senior engineers to build capability across the full platform stack

Work Set-up

100% Work from home

Work Schedule

Early Day Shift - 6:30 AM to 3:30 PM Philippine Time (aligned with Australian Business Hours)

Note: With reactive on-call support as required

What You’ll Do (Duties and Responsibilities)

• Respond to and resolve incidents and service requests relating to UC and contact centre platforms, including call quality, voicemail, call routing and agent/queue issues
• Perform routine administration such as user provisioning, number/extension assignment, call queue and auto-attendant configuration, and handset/softphone deployment
• Monitor UC/CC infrastructure health (call managers, gateways, SIP trunks, contact centre platforms) and escalate anomalies before they impact service
• Log, triage, and prioritise tickets in line with SLAs, and keep clients updated on progress
• Carry out basic moves/adds/changes (MACs) to dial plans, hunt groups, routing, and voicemail settings under change control
• Support customers across a range of platforms (Zoom, AWS Connect, Genesys, MS Teams, Webex Contact Center), applying core UC/CC principles learned on Cisco to unfamiliar systems
• Escalate complex design, integration, or root-cause issues to senior engineers, providing clear documentation of steps already taken
• Maintain accurate ticket notes, knowledge base articles, and standard operating procedures
• Participate in an on-call/after-hours support roster (if needed)

What You Bring (Skills, Qualifications or Experience)

• Must have at least 1-3 years of experience supporting Cisco UC/CC platforms (CUCM, Webex, Webex Contact Center).
• Solid understanding of core UC/CC concepts (SIP, dial plans, call routing, PSTN connectivity, voicemail, IVR, queues) that transfer across vendors
• Strong troubleshooting and ticket-handling discipline within SLA-driven environments
• Clear, client-facing communication skills, including the ability to explain technical issues in plain terms
• Ability to follow documented procedures and escape appropriately rather than working outside scope
• Willingness to learn across a multi-vendor stack under the mentorship of senior engineers, with a pathway toward senior engineer roles
• Exposure to Zoom, AWS Connect, Genesys, MS Teams or Webex Contact Center is a strong advantage but not essential
• ITIL awareness (service desk, incident/change management) highly regarded

Our Hiring Process & AI Disclaimer

We use AI tools to streamline our application process—including an initial conversation with an AI Interviewer. All hiring decisions are made entirely by humans:our Talent Acquisition team guides your full candidate journey and makes all evaluation decisions.

You are welcome to use AI for CV refinement and research, but real-time AI assistance during interviews or skill assessments is strictly prohibited to ensure an authentic evaluation.

Read our full AI Disclaimer to learn more

What You’ll Get

At Penbrothers, we are obsessed with creating positive employee experiences. Here you’ll find an environment that nurtures learning and provides opportunities for growth. You’ll have the opportunity to make an impact on fast-growing startups and dynamic companies.

• Meaningful work & Growth:We take every opportunity to stretch ourselves and deliver an excellent client experience.
• Employee as our biggest asset:We are genuinely invested in our people’s career and welfare.
• Global reach & local impact: Get to work with high-growth startups and dynamic companies from the comfort of your own home.
• Powering global startups:We’ve created 1,400 Filipino jobs that empower global start-ups to focus on growth.