Operations Engineer - Unified Communications

541 Cisco Systems Poland sp. Z o.o.; Kraków; On-site; PLN 120,000 - 190,000; Full time

Job summary

Cisco Systems Poland sp. Z o.o. seeks an experienced Unified Communications Operations Engineer for Webex Dedicated Instance. You will be the Tier 2 escalation point, diagnosing complex voice, video, signaling, and platform issues across TAC, SRE, and core engineering teams.

You will analyze SIP/RTP flows, troubleshoot CUCM/CUC/IM&P/Expressway related components, and automate repetitive diagnostics using Python or Bash while delivering clear findings to engineering and customer-facing teams.

Qualifications

• Two or more years of experience in technical support, systems engineering, network engineering, Unified Communications operations, or a related field.
• Practical experience troubleshooting enterprise voice, video, VoIP, or cloud collaboration platforms.
• Ability to interpret SIP call flows and troubleshoot Real-time Transport Protocol (RTP) media behavior.

Responsibilities

• Act as the specialized Tier 2 engineering escalation point for Webex Dedicated Instance solutions, collaborating with TAC and development teams.
• Analyze SIP signaling, RTP/RTCP media, call-control behavior, DNS, routing, and cloud service dependencies to diagnose issues.
• Correlate logs, diagnostics, alarms, and traces to identify root causes and reproduce issues in controlled environments.
• Collaborate with SRE, Product Operations, and Solution Architecture on defects, capacity concerns, and reliability improvements.
• Create and maintain troubleshooting guides, runbooks, and operational standards; automate diagnostics using Python, Bash, APIs.

Skills

Technical support

Systems engineering

Network engineering

Unified Communications operations

VoIP troubleshooting

SIP call flows

Education

Cisco CCNA

CCNP Collaboration

CCNP Enterprise

Tools

Linux

VMware

Monitoring tools

Python

Bash

APIs

Job description

About the Team

Webex Dedicated Instance provides enterprise-grade cloud calling and collaboration services built on Cisco collaboration technologies. As a Unified Communications Operations Engineer, you will be part of the engineering support organization responsible for maintaining service health, resolving complex issues, and improving platform reliability. You will work across the Cisco Technical Assistance Center (TAC), Site Reliability Engineering (SRE), Product Operations, and core engineering teams. Your focus will be diagnosing complex voice, video, signaling, media, and platform issues that require deeper technical analysis than standard customer support. Your Impact Act as the specialized Tier 2 engineering escalation point for Webex Dedicated Instance solutions, partnering closely with the Technical Assistance Center and development teams. Analyze Session Initiation Protocol (SIP) signaling, Real-time Transport Protocol (RTP/RTCP) media flows, call-control behavior, DNS, routing, TCP/IP connectivity, and cloud service dependencies. Troubleshoot Cisco collaboration components, including Cisco Unified Communications Manager (CUCM), Unity Connection (CUC), Instant Messaging and Presence (IM&P), Expressway (Core/Edge), Cisco Unified Border Element (CUBE), and related Webex services. Correlate application logs, platform diagnostics, alarms, packet captures, and service telemetry to identify probable root causes. Reproduce issues in controlled environments and provide clear technical evidence to the Technical Assistance Center and engineering teams. Collaborate with Site Reliability Engineering (SRE), Product Operations, and Solution Architecture on defects, capacity concerns, recurring incidents, and reliability improvements. Create and maintain troubleshooting guides, knowledge articles, runbooks, and operational standards. Automate repetitive diagnostic and data-collection activities using Python, Bash, application programming interfaces (APIs), Artificial Intelligence or similar tools. Communicate technical findings clearly to the Technical Assistance Center, leadership, engineering teams, and customer-facing teams, including customers and partners.

Minimum Qualifications

Two or more years of experience in technical support, systems engineering, network engineering, Unified Communications operations, or a related field. Practical experience troubleshooting enterprise voice, video, Voice over IP (VoIP), or cloud collaboration platforms. Ability to interpret Session Initiation Protocol (SIP) call flows and troubleshoot Real-time Transport Protocol (RTP/RTPC) media behavior. Experience analyzing server or application logs and correlating events across multiple systems.

Preferred Qualifications

Experience with Webex or Cisco collaboration technologies, such as Cisco Unified Communications Manager (CUCM), Unity Connection (CUC), Instant Messaging and Presence (IM&P), Expressway, or Cisco Unified Border Element. Experience supporting cloud-hosted, managed-service, or large-scale enterprise environments. Experience in a Tier 2 or Tier 3 support, Technical Assistance Center, Network Operations Center, Site Reliability Engineering, or managed-services environment. Familiarity with Linux administration, virtualization, monitoring, and distributed systems including virtualization (VMware) Experience with scripting or automation using Python, Bash, REST APIs, Artificial Intelligence or similar tools. Experience with incident management, problem management, defect tracking, and formal root-cause analysis.

Certifications: Cisco Certified Network Associate (CCNA), Cisco Certified Network Professional Collaboration (CCNP Collaboration), Cisco Certified Network Professional Enterprise (CCNP Enterprise), Cisco DevNet certification, or equivalent industry experience.

Why Cisco?

At Cisco, we’re revolutionizing how data and infrastructure connect and protect organizations in the AI era – and beyond. We’ve been innovating fearlessly for 40 years to create solutions that power how humans and technology work together across the physical and digital worlds. These solutions provide customers with unparalleled security, visibility, and insights across the entire digital footprint. Fueled by the depth and breadth of our technology, we experiment and create meaningful solutions. Add to that our worldwide network of doers and experts, and you’ll see that the opportunities to grow and build are limitless. We work as a team, collaborating with empathy to make really big things happen on a global scale. Because our solutions are everywhere, our impact is everywhere. We are Cisco, and our power starts with you. Cisconians power the future. We make impact as a team, innovating fast and fearlessly to create meaningful solutions on a large scale. The depth and breadth of our technology doesn't just benefit our customers – it also means limitless opportunities for us to experiment and learn. We understand the power each of our unique backgrounds bring when we work together. Because of that, we have a global network of thinkers, doers, experts, and curious creators who help one another do their life’s best work.