Unified Communications Operations Engineer

Mid-Tier UC Operations Engineer

Required Qualifications • 4-6 years of hands-on experience supporting Cisco Unified Communications environments. • Strong experience with CUCM, Unity Connection, UCCX, SIP trunking, Oracle SBC, and Microsoft Teams Direct Routing. • Solid understanding of VoIP fundamentals (RTP, SRTP, codecs, QoS). • Experience handling enterprise P1/P2 voice incidents. • Familiarity with monitoring and diagnostic tools (RTMT, Wireshark, Splunk). • Experience with ITSM tools such as ServiceNow. • Experience with Python, Ansible, and Microsoft Power Platform. • Ability to operate in a regulated banking environment with strict change governance. • Experience with creating operational metrics dashboards (Power BI or similar). Key Responsibilities • Execute Moves, Adds, Changes, and Deletes (MACD) including user provisioning, voicemail setup, hunt groups, call queues, and device configurations. • Configure and modify dial plans, partitions/CSS, route patterns, translation patterns, trunks, and device pools. • Provide L2 support for voice, voicemail, contact center, and collaboration services. • Respond to P1/P2 incidents with structured troubleshooting and documented root cause analysis (RCA). • Analyze CDRs, RTMT logs, SIP ladder traces, packet captures, and call flow diagnostics. • Support Oracle SBC policy management and SIP trunk troubleshooting with carriers. • Support Microsoft Teams Direct Routing integrations and call quality optimization. • Implement CAB-approved configuration changes with rollback plans and validation testing. • Support patching, firmware upgrades, version updates, and vulnerability remediation. • Maintain documentation including runbooks, SOPs, knowledge base articles, and topology diagrams. • Collaborate with network, security, cloud, and identity teams to resolve cross-platform issues. • Participate in disaster recovery testing and high-availability validation exercises.