Service Desk UC Engineer

Outsourcey; Philippines; Remote; PHP 446,000 - 781,000; Full time

Benefits offered by this job

Competitive salary

Career growth

Team leadership

Job summary

Outsourcey is seeking an experienced UC/CC support specialist in the Philippines. You will provide Level 1 and 2 support for Cisco UC/CC platforms, diagnose call quality issues, provisioning, and queue configurations while maintaining SLA-driven incident handling.

You will work across a multi-vendor UC/CC stack including Zoom, AWS Connect, Genesys, and Webex, with responsibilities spanning documentation, on-call support, and escalation to senior engineers as needed.

Qualifications

• 1.5–3 years' experience in UC/CC or equivalent Service Desk.
• Strong understanding of UC/CC concepts: SIP, dial plans, call routing, PSTN, voicemail, IVR.
• Experience in SLA-driven MSP or service desk environment.
• Solid ticket-management and accurate troubleshooting documentation.
• Clear client-facing communication and ability to explain tech simply.
• Willingness to learn in multi-vendor UC/CC stack and escalate when needed.
• Exposure to Zoom, AWS Connect, Genesys, MS Teams or Webex Contact Center.
• ITIL knowledge or awareness; relevant certifications encouraged.

Responsibilities

• Provide L1 and L2 support for UC/CC platforms.
• Troubleshoot incidents: call quality, routing, voicemail, queues.
• User provisioning and configuration – MACs, extensions, auto-attendants.
• Monitor UC/CC health: call managers, gateways, SIP trunks.
• Identify anomalies and prevent service impacts.
• Log and triage tickets per SLAs and update clients.
• Document troubleshooting steps and SOPs accurately.
• Support multi-vendor environments; escalate to senior engineers when needed.

Skills

Cisco UC/CC platforms

CUCM

Webex

Webex Contact Center

SIP

Dial plans

Call routing

PSTN connectivity

Voicemail

IVR

Contact centre queues

Troubleshooting

SLA-driven support

Ticket management

Client communication

Change control procedures

Multi-vendor UC/CC

ITIL awareness

UC/CC certifications

MSP experience

Zoom

AWS Connect

Genesys

Microsoft Teams

Tools

Zoom

AWS Connect

Genesys

Microsoft Teams

Webex Contact Center

Cisco UC/CC tools

Job description

Looking to take your career to the next level? Then this role is for you!

Join Outsourcey and be part of our mission to revolutionize global talent expansion! We connect businesses with dedicated full-time teams in the Philippines, offering cost-efficient solutions without compromising quality. Join us and help elevate businesses with complete control and comprehensive support, let's shape the future of work together!

Profile Requirements:

• 1.5–3 years' experience supporting Cisco UC/CC platforms such as CUCM, Webex and Webex Contact Center, or equivalent Service Desk experience with a strong interest in specialising in UC/CC.
• Solid understanding of core Unified Communications and Contact Centre concepts, including:
• SIP
• Dial plans and call routing
• PSTN connectivity
• Voicemail
• IVR
• Contact Centre agents and queues
• Strong technical troubleshooting and problem-solving capability.
• Experience working within an SLA-driven Service Desk or managed services environment.
• Strong ticket-management discipline with the ability to accurately document troubleshooting and resolution steps.
• Clear client-facing communication skills and the ability to explain technical issues in straightforward terms.
• Ability to follow established technical procedures, change controls and escalation processes.
• Willingness to learn and develop across a multi-vendor UC/CC technology stack.
• Ability to work collaboratively with senior engineers and elevate issues appropriately.
• Highly Regarded
• Exposure to Zoom, AWS Connect, Genesys, Microsoft Teams or Webex Contact Center.
• Experience supporting customers within a multi-client or Managed Service Provider (MSP) environment.
• ITIL knowledge or awareness, particularly across Incident, Service Request and Change Management.
• Relevant Cisco, Microsoft, Webex or other UC/CC certifications.

Core responsibilities:

• Provide Level 1 and Level 2 support for UC and Contact Centre platforms.
• Troubleshoot and resolve incidents involving call quality, voicemail, call routing, agent configuration, queues and related UC/CC services.
• Perform routine administration including user provisioning, number and extension assignment, call queue configuration, auto-attendants, handsets and softphones.
• Monitor the health and availability of UC/CC infrastructure, including call managers, gateways, SIP trunks and Contact Centre platforms.
• Identify and upscale infrastructure anomalies before they result in broader service impacts.
• Log, triage, prioritise and manage support tickets in accordance with agreed SLAs.
• Provide clear and timely updates to clients throughout the incident and service-request lifecycle.
• Perform standard moves, adds and changes (MACs) across dial plans, hunt groups, routing and voicemail configurations under established change-control processes.
• Support customers across multi-vendor environments including Cisco, Webex Contact Center, Zoom, AWS Connect, Genesys and Microsoft Teams.
• Apply core UC/CC principles and troubleshooting methodologies when working across unfamiliar platforms.
• Escalate complex design, integration and root-cause issues to senior engineers with clear documentation of troubleshooting already completed.
• Maintain accurate ticket notes, technical documentation, knowledge-base articles and Standard Operating Procedures (SOPs).
• Participate in an on-call or after-hours support roster where required.

Benefits:

• Competitive salary
• Opportunity to shape the HR function of a rapidly growing BPO.
• Work closely with a team of industry leaders who have successfully scaled BPOs in the past.
• Career growth and development opportunities.

Please attach your CV and we will be in touch for a confidential chat. Let's do great things together!