Cisco Unified Communications Engineer

ECLARO; Town of Sun Prairie (WI); On-site; USD 83,000 - 152,000; Full time

Benefits offered by this job

401k Retirement Savings Plan

Commuter Check Pre-tax Benefits

Medical, Dental & Vision Insurance

Job summary

ECLARO is seeking a Cisco Unified Communications Engineer to provide day-to-day operational support for its Cisco Collaboration environment in Sun Prairie, WI. The candidate will troubleshoot voice, collaboration, and endpoint issues, manage incidents in ServiceNow, and coordinate with internal teams and Cisco resources to resolve Sev 1 outages.

The role emphasizes hands-on operational support rather than architectural work, with potential after-hours involvement and a preference for local

Qualifications

• Strong hands-on experience supporting Cisco Unified Communications / Collaboration environments.
• Experience troubleshooting and resolving Cisco voice, collaboration, conferencing, and endpoint issues.
• Strong operational support and incident troubleshooting experience.
• Experience independently managing and resolving technical support tickets.
• Ability to troubleshoot critical production incidents and participate in or facilitate technical incident bridge calls.
• Ability to coordinate effectively with internal technical teams, vendors, and Cisco support resources.

Responsibilities

• Manage, update, troubleshoot, and resolve Cisco Collaboration‑related incident tickets within ServiceNow.
• Provide day‑to‑day operational support for Cisco Unified Communications and Collaboration environment.
• Troubleshoot voice, collaboration, conferencing, endpoint, and related connectivity issues.
• Provide technical assistance and troubleshooting support to end users and Company IT staff.
• Independently investigate technical issues and drive tickets through resolution or escalation.
• Coordinate incident bridge calls during Sev 1 incidents or outages.
• Engage Cisco and third‑party resources during escalations to expedite resolution.
• Open and manage Cisco TAC / support cases when appropriate.
• Document troubleshooting activities and resolutions in ServiceNow.
• Participate in scheduled after‑hours activities when required.

Skills

Cisco UC / Collaboration

ServiceNow ITSM

Incident management

Technical communication

Tools

CUCM

Cisco Unity Connection

Cisco Collaboration Endpoints

Cisco Contact Center

Job description

Job Number: 26-01680Use your skills where innovative technology solutions begin. ECLARO is looking for a

Sun Prairie, WI.ECLARO’s client is a leading technology solutions provider, collaborating with customers to manage their needs and achieve success in their business goals. If you’re up to the challenge, then take a chance at this rewarding opportunity!

Job Number: 26-01680Use your skills where innovative technology solutions begin. ECLARO is looking for a Cisco Unified Communications Engineer for our client in Sun Prairie, WI.ECLARO’s client is a leading technology solutions provider, collaborating with customers to manage their needs and achieve success in their business goals. If you’re up to the challenge, then take a chance at this rewarding opportunity!

Position Overview:

• Company is seeking an experienced Cisco Unified Communications (UC) Engineer for an approximately four-month engagement to provide day-to-day operational and technical support for its Cisco Collaboration environment.
• A primary focus of this role will be managing and resolving collaboration-related support tickets within Company's ServiceNow environment.
• The Engineer will troubleshoot issues, assist end users and internal IT staff, and coordinate technical resources during critical incidents or outages.
• Company would prefer a resource who is local to its Wisconsin / Midwest operations, but is open to considering a limited number of strong non-local / remote candidates, particularly if they provide a more cost-effective option.
• This is a hands‑on operational support role rather than an architecture or transformation position.
• The ideal consultant can independently work through a support queue, troubleshoot Cisco Collaboration issues through resolution, communicate effectively with users and technical teams, and escape appropriately when additional support is required.

Responsibilities:

• Manage, update, troubleshoot, and resolve Cisco Collaboration‑related incident tickets within ServiceNow.
• Provide day‑to‑day operational support for Company's Cisco Unified Communications and Collaboration environment.
• Troubleshoot voice, collaboration, conferencing, endpoint, and related connectivity issues.
• Provide technical assistance and troubleshooting support to end users and Company IT staff.
• Independently investigate technical issues and drive tickets through resolution or appropriate escalation.
• Coordinate and facilitate incident bridge calls during Severity 1 (critical) incidents or outages.
• Engage appropriate Company, Client, Cisco, and third‑party technical resources during escalations to expedite resolution.
• Open and manage Cisco TAC / support cases when appropriate.
• Provide general operational guidance and best‑practice recommendations related to the Cisco Collaboration environment.
• Document troubleshooting activities, resolutions, and relevant technical information within ServiceNow.
• Participate in scheduled after‑hours activities when required and coordinated in advance.

Required Qualifications:

• Strong hands‑on experience supporting Cisco Unified Communications / Collaboration environments.
• Experience troubleshooting and resolving Cisco voice, collaboration, conferencing, and endpoint issues.
• Strong operational support and incident troubleshooting experience.
• Experience independently managing and resolving technical support tickets.
• Ability to troubleshoot critical production incidents and participate in or facilitate technical incident bridge calls.
• Ability to coordinate effectively with internal technical teams, vendors, and Cisco support resources.
• Strong communication, documentation, and customer‑facing skills.
• Ability to work independently with limited supervision.
• Cisco Unified Communications / Collaboration: Strong hands‑on operational support and troubleshooting experience. We need someone who has actually supported an existing Cisco UC environment day to day.
• Ticket & Incident Resolution / ServiceNow: Ability to independently manage a support queue, troubleshoot issues, document activity, and drive collaboration‑related tickets through resolution within ServiceNow.
• Production Support & Escalation: Experience handling critical production incidents, participating in or facilitating Sev 1 bridge calls, and coordinating Cisco TAC, internal teams, and other technical resources.

Preferred Experience:

• Experience working within an ITSM / ticketing platform; ServiceNow experience.
• Experience with some or all of the following is preferred:
  • Cisco Unified Communications Manager (CUCM)
  • Cisco Contact Center Technologies
  • Cisco Unity Connection
  • Cisco Collaboration Endpoints and Video Technologies
  • Cisco Webex / Collaboration Technologies
  • Cisco TAC Case Management
  • ServiceNow
  • Networking Concepts Related to Voice and Collaboration Environments
  • Highly Available Enterprise Cisco UC Environments

If hired, you will enjoy the following ECLARO Benefits:

• 401k Retirement Savings Plan administered by Merrill Lynch
• Commuter Check Pretax Commuter Benefits
• Eligibility to purchase Medical, Dental & Vision Insurance through ECLARO

If interested, you may contact:
Homer Ballega
[e-mail]
201-375-9070
Homer Ballega | LinkedIn

Equal Opportunity Employer:

ECLARO values diversity and does not discriminate based on Race, Color, Religion, Sex, Sexual Orientation, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status, in compliance with all applicable laws.