UC/CC Engineer - Level 1/2 Support (Cisco & Webex)

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

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.