Remote Cisco UC Engineer – Voice & Contact Center

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

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.