Voice Engineer

MTS Global Pte Ltd; Singapore; On-site; SGD 71,000 - 85,000; Full time

Job summary

MTS Global Pte Ltd in Singapore is seeking a hands-on Voice Engineer to support and optimize enterprise voice, video and UC environments. The role focuses on CUCM, UCCX and Webex, with responsibilities across incident resolution, changes, and project support.

You will manage IP phones, call routing, QoS, and integration with PSTN/SIP trunking, monitor performance, document procedures, and collaborate with network, security, and vendor teams to drive reliability and service quality.

Qualifications

• Diploma or degree in Information Technology or related discipline.
• Approximately four or more years of hands-on experience supporting Cisco collaboration or unified communications environments.
• Strong practical knowledge of CUCM, UCCX and Cisco Webex.
• Experience with Cisco Unity Connection, IM and Presence, Jabber, Expressway or CUBE would be advantageous.
• Good understanding of VoIP technologies and protocols, including SIP, RTP, codecs, dial plans and QoS.
• Familiarity with routing, switching, TCP/IP, DNS, DHCP, firewalls and network troubleshooting.
• Able to independently investigate and resolve L2 or L3 collaboration incidents.
• Good analytical, troubleshooting, documentation and communication skills.

Responsibilities

• Administer, support and maintain Cisco collaboration and UC platforms.
• Configure and troubleshoot CUCM, UCCX and Webex.
• Support Cisco Unity Connection, IM and Presence, Jabber, Expressway and CUBE environments.
• Troubleshoot voice, video, conferencing and contact-centre-related incidents.
• Manage IP phones, extensions, dial plans, call routing, hunt groups, call queues and voicemail services.
• Diagnose SIP, RTP, codec, QoS, call-quality and connectivity issues.
• Support voice gateways, session border controllers and integration with PSTN or SIP-trunk providers.
• Perform system configuration, software upgrades, patching, health checks and preventive maintenance.
• Monitor system availability, capacity and performance and recommend improvements.
• Support new deployments, migrations, system enhancements and user rollouts.
• Coordinate with network, security, infrastructure, application and vendor teams to resolve technical issues.
• Prepare and maintain technical documentation, configuration records, incident reports and operational procedures.
• Handle escalated incidents and perform root-cause analysis for recurring problems.
• Ensure changes and incidents are managed in accordance with established IT service-management processes.

Skills

CUCM

UCCX

Webex

VoIP

SIP

Troubleshooting

QoS

Education

Diploma or degree in IT

Tools

CUCM

UCCX

Webex

Job description

Voice Engineer

Location:Singapore
Salary:Up to SGD 7,000 per month, depending on experience

About the Role

We are looking for a hands-on Cisco Collaboration Engineer to support, maintain and enhance enterprise voice, video and unified communications environments.

The successful candidate should have strong technical experience with Cisco Unified Communications Manager (CUCM), Cisco Unified Contact Center Express (UCCX) and Webex. This position is suitable for an experienced L2 engineer or junior L3 engineer who can independently troubleshoot incidents, implement changes and support collaboration projects.

Key Responsibilities

• Administer, support and maintain Cisco collaboration and unified communications platforms.
• Configure and troubleshoot Cisco Unified Communications Manager (CUCM), UCCX and Webex.
• Support Cisco Unity Connection, IM and Presence, Jabber, Expressway and CUBE environments.
• Troubleshoot voice, video, conferencing and contact-centre-related incidents.
• Manage IP phones, extensions, dial plans, call routing, hunt groups, call queues and voicemail services.
• Diagnose SIP, RTP, codec, QoS, call-quality and connectivity issues.
• Support voice gateways, session border controllers and integration with PSTN or SIP-trunk service providers.
• Perform system configuration, software upgrades, patching, health checks and preventive maintenance.
• Monitor system availability, capacity and performance and recommend improvements.
• Support new deployments, migrations, system enhancements and user rollouts.
• Coordinate with network, security, infrastructure, application and vendor teams to resolve technical issues.
• Prepare and maintain technical documentation, configuration records, incident reports and operational procedures.
• Handle escalated incidents and perform root-cause analysis for recurring problems.
• Ensure changes and incidents are managed in accordance with established IT service-management processes.

Requirements

• Diploma or degree in Information Technology, Computer Science, Telecommunications or a related discipline.
• Approximately four or more years of hands-on experience supporting Cisco collaboration or unified communications environments.
• Strong practical knowledge of CUCM, UCCX and Cisco Webex.
• Experience with Cisco Unity Connection, IM and Presence, Jabber, Expressway or CUBE would be advantageous.
• Good understanding of VoIP technologies and protocols, including SIP, RTP, codecs, dial plans and QoS.
• Familiarity with routing, switching, TCP/IP, DNS, DHCP, firewalls and network troubleshooting.
• Able to independently investigate and resolve L2 or L3 collaboration incidents.
• Good analytical, troubleshooting, documentation and communication skills.