Senior Cisco Collaboration Engineer - Cruise & Maritime

Disney Cruise Line - The Walt Disney Company; Celebration (FL); Hybrid; Confidential; Full time

Job summary

Disney Cruise Line, within Disney Experiences Technology, designs, deploys, and supports enterprise Cisco Collaboration architectures across ships, home ports and shore sites. You will act as a subject matter expert for CUCM, UCCX, IM&P and CUBE, ensuring seamless voice and collaboration services in a hybrid IP/TDM, hospitality and maritime environment.

The role requires 5+ years of CUCM/Collaboration experience, CCNP/CCIE or equivalent, and readiness for international travel.

Qualifications

• Minimum 5 years of experience designing, deploying and supporting Cisco Unified Communications Manager (CUCM) and other Cisco Collaboration solutions in a multi-site enterprise environment.
• Strong working knowledge of voice/collaboration protocols including SIP, H.323, MGCP, RTP/SRTP, and experience with SIP trunk design and voice gateway configuration (CUBE).
• Experience designing and maintaining Quality of Service (QoS) profiles for voice and media traffic across converged networks.
• Experience with Cisco IM & Presence, Unified Contact Center Express (UCCX), UCS, and analog platforms.
• Demonstrated ability to serve as an escalation point for complex collaboration issues and to lead root-cause analysis and resolution.
• Experience developing and enforcing technical standards, configuration baselines, and change management practices for telephony platforms.
• Experience coordinating and performing preventative firmware/hardware maintenance while sustaining maximum system availability.
• Experience deploying security controls for voice/UC systems, including certificate management, hardening, and compliance with corporate security standards.
• Demonstrated ability to self-manage complex assignments end-to-end, requiring minimal supervision while readily incorporating direction from leadership and stakeholders.
• Strong attention to detail, ensuring accuracy and consistency across complex technical configurations and documentation.
• Demonstrated ability to effectively work under pressure, prioritizing shifting demands and meeting deadlines in a fast-paced, dynamic environment.
• Team player with ability to work effectively with peers and all levels of Cast and Crew.
• Availability for advanced troubleshooting and 24x7 on-call support.

Responsibilities

• Design, deploy and support enterprise Cisco Collaboration architecture — CUCM, Unity Connection, IM&P, CUBE/voice gateways, and UCCX — across the DCL fleet, home ports and shore-based sites.
• Serve as a technical escalation point and subject matter expert for complex voice, SIP trunking, and collaboration issues, partnering with network, security and shipboard engineering teams.
• Lead design and execution of dial plans, call routing, SIP trunk architecture, and Quality of Service (QoS) profiles for media-dense voice environments.
• Lead platform upgrades, migrations and technology refresh projects for telephony and collaboration systems, minimizing impact to 24x7 shipboard operations.
• Define and drive technical standards, configuration baselines, and best practices for Cisco Collaboration platforms across the environment.
• Deploy and maintain security hardening, patching, and compliance for voice/collaboration infrastructure in line with DTSS security standards.
• Design and support integration of Cisco Collaboration systems with hotel management systems (HMS), DECT wireless, satellite/ship-to-shore circuits, and legacy adjunct systems.
• Provide technical mentorship and guidance to mid-level telephony and network engineers.
• Develop and maintain SOPs, runbooks, and architecture documentation for the collaboration environment.
• Provide advanced troubleshooting and on-call support, ensuring 24x7 availability of voice and collaboration services onboard and ashore.
• Stay current with emerging Cisco Collaboration, contact center, and UC technologies, and contribute to the roadmap for future platforms.
• This role may entail frequent travel including international, approximately 30-40% of the time, to provide support to DCL shipyards, drydocks, ships, ports, and islands as needed

Skills

CUCM

SIP

QoS

UCCX

CUBE

CCNP Collaboration

CCIE Collaboration

Webex/Jabber

DECT wireless

Education

Bachelor’s degree in Computer Science, Information Technology, Telecommunications, or related field

Tools

Cisco CUCM

Unity Connection

UCCX

Cisco IM&P

Job description

Disney Cruise Line, within Disney Experiences Technology, designs, deploys, and supports enterprise Cisco Collaboration architectures across ships, home ports and shore sites. You will act as a subject matter expert for CUCM, UCCX, IM&P and CUBE, ensuring seamless voice and collaboration services in a hybrid IP/TDM, hospitality and maritime environment.

The role requires 5+ years of CUCM/Collaboration experience, CCNP/CCIE or equivalent, and readiness for international travel.