Senior Unified Communication Ops Engineer

Vaco; Plainsboro Township (NJ); On-site; USD 110,000 - 150,000; Full time

Job summary

Vaco in Plainsboro, NJ is seeking an experienced telecommunications engineer to support and maintain enterprise voice and contact center systems, focusing on reliability, troubleshooting, and incident resolution.

You will monitor unified communications platforms, troubleshoot routing and voice issues, and coordinate vendor escalations while driving improvements across the system and mentoring junior engineers.

Qualifications

• 7+ years of experience in unified communications, voice, contact center, or NOC operations.
• Strong experience with Cisco Webex Calling and Contact Center.
• Knowledge of SIP, PSTN, SBCs, and voice troubleshooting.
• Familiarity with monitoring, ticketing, and incident management tools.

Responsibilities

• Monitor and support unified communications and contact center platforms.
• Troubleshoot call routing, SIP/PSTN connectivity, and voice quality issues.
• Resolve complex technical incidents and coordinate vendor escalations.
• Manage system changes, updates, and service improvements.
• Document technical procedures and root causes.
• Mentor junior engineers and improve operational processes.

Skills

Unified communications

Voice systems

NOC operations

Incident management

Tools

Cisco Webex Calling

Monitoring tools

Job description

Overview

Support and maintain enterprise voice and contact center systems, focusing on service reliability, advanced troubleshooting, and incident resolution.

Key Responsibilities

• Monitor and support unified communications and contact center platforms.
• Troubleshoot call routing, SIP/PSTN connectivity, and voice quality issues.
• Resolve complex technical incidents and coordinate vendor escalations.
• Manage system changes, updates, and service improvements.
• Document technical procedures and root causes.
• Mentor junior engineers and improve operational processes.

Requirements

• 7+ years of experience in unified communications, voice, contact center, or NOC operations.
• Strong experience with Cisco Webex Calling and Contact Center.
• Knowledge of SIP, PSTN, SBCs, and voice troubleshooting.
• Familiarity with monitoring, ticketing, and incident management tools.
• Strong problem-solving and communication skills.
• CCNP Collaboration or ITIL certifications preferred.