UC Engineer

Logicalis GmbH; Singapore; On-site; SGD 70,000 - 110,000; Full time

Job summary

Logicalis Asia Pacific is hiring a senior UC/CC engineer in Singapore to manage Cisco UC/CC deployments, troubleshoot voice issues, and lead remediation efforts. You will work with internal and external engineers, maintain documentation, and support 3rd party integrations to ensure high availability of UC services.

The role emphasizes customer-centric communication, ITSM process familiarity, and ongoing knowledge of Cisco Collaboration tools and endpoints.

Qualifications

• Experience managing and troubleshooting UC & contact centre solutions.
• Hands-on with CUCM, Unity Connection, Cisco IMP, Jabber, Expressways, UCCX, CMS, UCCE & PCCE.
• Knowledge of Cisco Telepresence endpoints and voice networks.
• CCNP/CCIE Collab certifications preferred.
• Customer-focused with clear, concise communication.

Responsibilities

• Understand and familiarize with ITSM processes and ticketing during office hours.
• Ensure prompt, courteous communications with customers.
• Collaborate with vendors and staff on maintenance and security of Cisco UC systems.
• Lead remediation sessions and provide guidance for resolution.
• Identify opportunities to expand use of Cisco UC features.
• Document systems with user guides and project plans.
• Support 3rd party integration with Cisco UC systems.
• Maintain up-to-date knowledge of client environments and docs.
• Perform onsite/remote site surveys and inventory audits.
• Open/close support tickets and provide timely updates.

Skills

UC & CC Solutions

CUCM/UCCX/UCCE

Cisco Jabber/Expressways

Cisco Voice Tech

Voice Troubleshooting

Dial Plan Knowledge

3rd Party App Integration

Customer Oriented Communication

Education

IT/Infocomm/CS Degree

CCNP/CCIE Collaboration (preferred)

Tools

CUCM

Unity Connection

Cisco IMP

Jabber

Expressways

CMS

UCCE

PCCE

Job description

About Us

About Us At Logicalis Asia Pacific, this is where you belong, grow, and thrive - at one of APAC's leading AI-driven technology integrators. As the Architects of Change, we combine global expertise with local insight to help organisations accelerate their journey toward becoming AI-ready enterprises. With 7,000+ professionals across 30 territories and more than 10,000 clients worldwide, we deliver lifecycle services across cloud, connectivity, collaboration, cybersecurity, and managed services - providing real-time visibility and intelligence across our clients' digital ecosystems. You'll belong as part of a collaborative regional team embedded within a global organisation. You'll grow through hand-on experience with the world's leading technology partners, supported by investment in certifications, consulting capability, and cross-border opportunity. And you'll thrive in a culture built on inclusion, trust, and continuous improvement. Logicalis is proud to be a Great Place to Work Certified organisation across multiple APAC markets - because the commitment we bring to our clients belongs equally to our people. Join us and help shape the future of technology across APAC.

Responsibilities

• Understand & familiarize with the process, practices and ITSM platform related to Support Operations Manning 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, CUC, IMP, Jabber, Voice gateways, UCCX, PCCE, 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, Calibrio, etc..) with the Cisco UC 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, UCCE & PCCE is a must
• Knowledge of Cisco Telepresence (Endpoints, VCS, MCU, TMS, TCS, etc and VC endpoints (MX, DX, SX, Spark Boards, Room Kit)
• 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, Com 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.

Company Information

Logicalis is an international solutions provider of digital services currently accelerating the digital transformation of its 10,000 customers around the world. Through a globally connected network of specialist hubs, sector-leading experts (in education, financial services, government, healthcare, manufacturing, professional services, retail and telecommunications) and strategic partnerships (including Cisco, Microsoft, HPE, IBM, NetApp, Oracle, ServiceNow, and VMware), Logicalis has more than 6,500 employees focused on understanding customer priorities and enhancing their experience. As Architects of Change, Logicalis’ focus is to design, support, and execute customers’ digital transformation by bringing together their vision with its technological expertise and industry insights. The company, through its deep knowledge in key IT industry drivers such as Security, Cloud, Data Management and IoT, can address customer priorities such as revenue and business growth, operational efficiency, innovation, risk and compliance, data governance and sustainability. Logicalis Group, with annual revenues of $ 1.5 billion annually, maintains operations in Europe, North America, Latin America, Asia Pacific and Africa and is part of Datatec Group, which is listed on the Johannesburg Stock Exchange (JSE:DTC), with revenues of more than $ 4.1 Billion.

We collect and process personal data relating to job applicants.

We are committed to creating a diverse and inclusive workplace where everyone can thrive.