Operations Engineer - Unified Communications

Cisco Systems, Inc; Kraków; On-site; PLN 190,000 - 230,000; Full time

Job summary

Cisco Systems, Inc. in Kraków seeks a skilled Site Reliability/ECS engineer for Webex Dedicated Instance. You will diagnose complex voice/video signaling, analyze logs, and collaborate across TAC, SRE, and product teams to improve platform reliability.

You will work on automation using Python/Bash and contribute to runbooks and knowledge articles, while maintaining strong customer-facing communication and documentation.

Qualifications

• Two or more years of experience in technical support, systems engineering, network engineering, or related field.
• Experience troubleshooting enterprise voice, video, VoIP, or cloud collaboration platforms.
• Ability to interpret SIP call flows and troubleshoot RTP media behavior.
• Experience analyzing server or application logs and correlating events across systems.
• Familiarity with Linux administration and virtualization.
• Certifications listed are preferred (CCNA/CCNP/DevNet).

Responsibilities

• Act as Tier 2 engineering escalation point for Webex Dedicated Instance solutions.
• Analyze SIP signaling, RTP media flows, DNS, routing, and cloud service dependencies.
• Troubleshoot Cisco collaboration components (CUCM, CUC, IM&P, Expressway, CUBE).
• Correlate logs, diagnostics, alarms, and telemetry to identify root causes.
• Reproduce issues in controlled environments and provide evidence to TAC and engineering teams.
• Collaborate with SRE, Product Operations, and Solution Architecture on defects and reliability improvements.
• Create and maintain troubleshooting guides and runbooks.
• Automate diagnostic/data-collection tasks using Python, Bash, APIs, or similar tools.
• Communicate findings to TAC, leadership, and customer-facing teams.

Skills

Technical support

Systems engineering

Unified Communications

VoIP / SIP troubleshooting

SRE practices

Python scripting

Bash scripting

Linux administration

VMware virtualization

REST APIs

Incident management

Education

CCNA certification

CCNP Collaboration

CCNP Enterprise

Cisco DevNet certification

Tools

CUCM

CUC

IM&P

Expressway

CUBE

Webex services

Linux

Job description

About the Team

Webex Dedicated Instance provides enterprise-grade cloud calling and collaboration services built on Cisco collaboration technologies. AsaUnified CommunicationsOperationsEngineer, you will be part of the engineering support organization responsible formaintainingservice 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 customersand partners.

Minimum Qualifications

• Twoor 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 overIP(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 systemsincluding 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.