Senior Cisco Collaboration & Voice Engineer

Upwork; Florida City (FL); Remote; USD 120,000 - 180,000; Full time

Job summary

Upwork seeks a senior Cisco Collaboration and Voice Engineer to support a Florida public-sector utility. You will be the Tier 3 SME for CUCM, CUBE, SIP, and voice gateways, leading disaster-recovery exercises and coordinating with carriers and contact-center teams.

The role requires remote delivery from within the United States and onsite finalist interviews in Florida. Ideal candidates have 6+ years of hands-on experience with Cisco collaboration technologies, ITSM/change management, and strong

Qualifications

• 6+ years of hands-on Cisco Unified Communications and Collaboration engineering experience in enterprise production environments.
• Strong hands-on expertise with Cisco CUCM, CUBE, SIP, Cisco voice gateways, enterprise PSTN connectivity, dial plans, route and translation patterns, dial peers, and carrier interoperability.
• Experience troubleshooting SIP signaling and voice quality issues in enterprise environments.
• Experience with disaster recovery, major-incident response, and ITSM/change-management processes (ServiceNow).

Responsibilities

• Serve as the primary Tier 3 technical SME for Cisco CUCM, CUBE, SIP, voice gateways, and carrier routing during finalist discussions.
• Review NDA, RFP, technical specs, and support model; prepare and present solutions.
• Attend onsite finalist interview in Florida and participate in live technical discussions on enterprise voice and collaboration technologies.
• Lead voice and collaboration aspects of disaster-recovery scenarios and failover procedures.
• Provide Tier 3 support for CUCM, trunks, dial plans, and contact-center integrations; analyze SIP traces and CUCM logs.

Tools

Cisco CUCM

CUBE

SIP

Voice gateways

PSTN connectivity

Webex Contact Center

ServiceNow

Job description

An established public-sector technology services client is seeking a senior, hands-on Cisco Collaboration and Voice Engineer to support the technical delivery of a Florida public-sector utility. The role requires a production-level Tier 3 engineer with strong expertise in enterprise voice, session border control, carrier connectivity, contact-center integrations, major-incident response, disaster recovery, and change management. The successful candidate will represent the technical delivery team during an upcoming finalist working session and, if the contract is awarded, provide ongoing advanced managed services remotely from within the United States.

Job Description

• Serve as the primary Tier 3 technical subject-matter expert for Cisco CUCM, CUBE, SIP, voice gateways, carrier routing, and voice resiliency during the finalist technical interview
• Execute required NDA documentation and review the RFP, technical specifications, submitted solution, interview guide, support model, and assigned technical scenarios
• Attend the finalist technical interview onsite in Florida and participate in live technical discussions involving enterprise voice and collaboration technologies
• Participate in major-incident scenarios and clearly explain service-impact validation, fault isolation, voice and contact-center dependencies, vendor/TAC coordination, restoration procedures, and proof of recovery
• Lead the voice and collaboration portion of disaster-recovery scenarios, including A-side to B-side failover and full-data-center-loss recovery
• Support CUCM, gateway, CUBE, and SIP recovery activities, including Webex Contact Center continuity, carrier number redirects, validation, rollback, and failback procedures
• Participate in CAB and change-review exercises and clearly communicate implementation steps, technical dependencies, testing requirements, rollback triggers, and post-change validation
• Provide sanitized examples of personally handled CUCM, CUBE, SIP, Cisco TAC, and enterprise-carrier incidents
• Support certificate and TLS troubleshooting when Cisco Collaboration components are involved
• Provide Tier 3 support for CUCM device and trunk registration, dial plans, route and translation patterns, call setup and teardown, media resources, CDR/CMR, RTMT analysis, and contact-center integrations
• Provide advanced CUBE, SIP, and voice-gateway troubleshooting, including dial peers, digit manipulation, SIP signaling, TLS, codec and media negotiation, one-way/no-audio issues, trunk instability, and call-flow problems
• Analyze SIP traces, packet captures, CUBE debugs, CUCM logs, and media-path evidence to isolate complex technical issues and identify root causes
• Coordinate troubleshooting and resolution across Cisco, enterprise carriers, contact-center teams, and other technology vendors
• Support PSTN, DID, toll-free, routing, failover, and emergency-redirection issues in coordination with AT&T or comparable enterprise carriers
• Maintain and validate carrier failover, rollback, and failback procedures
• Support Webex Contact Center continuity and integration use cases, including PSTN connectivity, entry points and queues, agent operationalization, APIs and integration boundaries, monitoring, and fallback processes
• Participate in P1 incident bridges, Cisco TAC cases, disaster-recovery tests, approved production changes, patch and vulnerability activities, and daily system health checks
• Maintain accurate ServiceNow records, SolarWinds alert reviews, technical runbooks, incident documentation, and root-cause analysis (RCA) documentation
• Collaborate with client Tier 1 and Tier 2 teams while providing advanced Tier 3 engineering and complex fault isolation
• Maintain a proactive approach to service restoration, technical documentation, operational readiness, and continuous improvement

Qualifications

• 6+ years of hands-on Cisco Unified Communications and Collaboration engineering experience in enterprise production environments.
• Strong hands-on expertise with Cisco CUCM, CUBE, SIP, Cisco voice gateways, enterprise PSTN connectivity, dial plans, route and translation patterns, dial peers, and carrier interoperability.
• Demonstrated experience troubleshooting SIP signaling, call setup failures, one-way/no-audio conditions, codec and media issues, trunk instability, digit manipulation, and voice-quality problems.
• Strong ability to analyze SIP traces, packet captures, CUBE debugs, CUCM logs, and other technical evidence to isolate root cause.
• Experience supporting redundant and high-availability voice environments, CUCM/CUBE/gateway failover, disaster recovery, and major-incident response.
• Experience managing and escalating Cisco TAC cases and coordinating complex technical issues with enterprise telecom carriers.
• Direct AT&T carrier experience is preferred but not required.
• Working knowledge of PCCE/UCCE and CVP sufficient to troubleshoot end-to-end voice and contact-center call flows in collaboration with contact-center engineers.
• Experience with certificates and TLS within Cisco Collaboration environments.
• Experience with formal ITSM and change-management processes, including ServiceNow.
• Strong understanding of implementation planning, technical dependencies, testing, rollback, validation, and failback procedures.
• Experience supporting Webex Contact Center or similar enterprise contact-center continuity and integration environments is a plus.
• Strong client-facing communication skills with the ability to clearly explain complex technical issues and defend technical decisions under pressure.
• Strong problem-solving, troubleshooting, analytical, and incident-management skills.
• Ability to participate effectively in P1 incident bridges and high-pressure production recovery situations.
• Strong documentation skills, including runbooks, RCAs, implementation plans, validation procedures, and change records.
• Currently located in Florida and able to attend the onsite finalist interview.
• Ability to work remotely from within the United States for ongoing delivery if the contract is awarded.
• Willingness and ability to support approved production changes, DR exercises, vendor escalations, and other managed-services requirements.