UC Engineer

Logicalis Singapore Pte Ltd; Santo Niño 1st; On-site; PHP 600,000 - 900,000; Full time

Job summary

Logicalis Singapore Pte Ltd is seeking an experienced UC/Contact Centre Engineer to manage and troubleshoot Cisco UC solutions including CUCM, Unity Connection, Jabber, Expressways, CMS, and Webex CC. You will coordinate with vendors, perform remediation, and drive resolutions while maintaining system documentation and best practices.

You will also support 3rd party integrations (Verint, Calabrio, eFax, SMS gateway) and stay current with UC industry trends.

Qualifications

• Experience managing & troubleshooting UC & Contact Centre solutions.
• Must have experience with CUCM, Unity Connection, Cisco IMP, Jabber, Expressways, CMS, Webex CC, UCCE & PCCE.
• Knowledge of Cisco Telepresence endpoints and related systems.
• Strong understanding of DNS, DHCP, and end-to-end UC integration.
• Experience with Cisco Voice Gateways (ISR G2 / 4K) and CUBE.
• Familiarity with SIP, MGCP, H.323 in voice networks.
• Experience with 3rd party integration (Calabrio/Verint, etc).
• Candidate should be customer-oriented and able to communicate clearly.

Responsibilities

• Manage and respond to support tickets during office hours; gather customer information.
• Lead remediation sessions and provide recommendations to drive resolution.
• Maintain documentation: user guides, technical guides, project plans.
• Collaborate with engineers and vendors for troubleshooting and maintenance.
• Stay updated on UC trends, products, and security issues.
• Perform onsite/remote surveys and inventory audits for customers.
• Ensure all customer communications are prompt and courteous.
• Support 3rd party integrations with Cisco UC systems.

Skills

CUCM

Unity Connection

Cisco Jabber

Webex

Voice Gateways

SIP/MGCP

DNS/DHCP

Certificate Management

UC Troubleshooting

Education

Information Technology / Infocomm / CS degree

CCNP/CCIE Collaboration

Tools

Calabrio

Verint

3rd party integration tools

Job description

Responsibilities

• Understand & familiarize with the process, practices and ITSM platform related to Support Operations

• Man Ticketing Platform and Support Email during office hours, gather relevant information from customer during initial call.

• Ensure that all correspondence with customers is performed in a prompt and courteous manner.

• Work with vendors, clients, carriers and technical staff on maintenance, optimization, and security of Cisco Unified Communications (UC) system. This includes but is not limited to troubleshooting infrastructure and services including CUCM, Unity, IMP, Jabber, Voice gateways, UCCX, PCCE, Webex CC,Webex Calling, Telepresence, Expressway, CMS and all other UC application.

• Take ownership/leadership during remediation and troubleshooting sessions. Provide remediation direction, insight and/or recommendations to drive resolution.

• Identify opportunities for expanding the use case, features, and functionalities of the existing system

• Stay updated with the industry trends, new product and services, security issues, and any other information related to the UC system

• Develop and maintain user guides, technical guides, project plans and any other system related documentation for respective system.

• Support for 3rd party integration (Verint, Nexlab, Efax, SMS Gateway, Calabrio, etc..) with the Cisco Systems.

• Adhere to the design, programming, and application standards as setup by the company. Including compliance with all firm and departmental policies and procedures

• Maintain detailed knowledge (and be sensitive) of clients’ environments, where applicable, by maintaining and updating relevant documentation.

• Perform onsite/remote site surveys and/or inventory audit for selected customers.

• Responsible for opening and closing of support tickets when applicable and providing timely updates to user for support cases that has been allocated to you

• Work closely with various team of engineers (internal & external) for troubleshooting.
  

Qualifications

• Experience Managing & Troubleshooting UC & Contact Centre Solutions

• Experience working with CUCM, Unity Connection, Cisco IMP, Jabber, Expressways, UCCX, CMS, Webex CC, UCCE & PCCE is a must

• Knowledge of Cisco Telepresence (Endpoints, VCS, MCU, TMS, TCS, etc and VC endpoints (MX, DX, SX, Webex Boards, Room Kit)

• Knowledge of handling wireless endpoint (Cisco Wireless Phone 8821, 840, 860)

• Strong knowledge of DNS, TFTP, DHCP including end to end integration with Unified Communications Platform

• Knowledge in SSL Certificate regeneration, renewal and certificate lifecycle management.

• Experience working with Cisco Voice Gateways (ISR G2 / 4K), CUBE

• Experience working with MGCP, H.323 and SIP implementation within voice network

• Experience in troubleshooting Voice routing and call quality issues.

• Deep knowledge for Advanced CUCM Dial Plan

• Experience of 3rd part application integration with CUCM.

• Knowledge of advanced Cisco voice troubleshooting and resolution.

• Knowledge of Voice recording system (AQM/Calabrio/Verint etc)

• Graduates in relevant fields of studies (IT, Infocomm, Comp Science, Etc..)

• Candidates with the relevant certificates (eg. CCNP/CCIE Collab) are preferred.

• Looking for candidates will a strong interest/passion to learn and grow in the technology space.

• Candidate should be customer oriented and able to communicate in a clear and concise manner.

• Candidates should be willing to perform after office hours activities and standby duties

We regret that only shortlisted candidates will be notified.

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