Overview
We are seeking an experienced Senior Cisco Voice & Collaboration Engineer (L3) to join a global enterprise technology team supporting a large-scale voice and unified communications environment.
This role will focus on the operational support, maintenance, and continuous improvement of a global Cisco voice infrastructure.
The successful candidate will provide Level 3 support, lead technical troubleshooting activities, support major incidents, and work closely with project teams to ensure successful deployment and operational acceptance of new services.
Key Responsibilities
- Provide Level 3 operational support for enterprise voice and collaboration platforms.
- Manage and resolve complex incidents, problems, and service requests.
- Perform root cause analysis and implement permanent fixes.
- Support L1 and L2 teams with technical escalations.
- Participate in change management activities and production deployments.
- Work closely with project teams during implementation and transition phases.
- Produce and maintain technical and operational documentation.
- Track and manage work through ServiceNow.
- Support vendor management and governance activities.
- Communicate effectively with business stakeholders during incidents and project delivery.
Essential Skills & Experience
- Strong experience supporting Cisco Unified Communications Manager (CUCM) 12.x and beyond
- Expertise with:
- Cisco IP Telephony
- Cisco Jabber and Jabber Mobile
- SIP, H.323 and ISDN protocols
- Session management and call routing
- Cisco UCCX
- Cisco Prime Assurance and Provisioning
- Experience supporting enterprise-scale voice and data environments.
- Strong troubleshooting and diagnostic skills within complex voice infrastructures.
- Experience working within ITIL-based operational environments.
Desirable Skills
- Avaya Aura Communication Manager 8.x+
- Avaya Media Gateways (G700, G350, G450)
- Avaya System Manager and Session Manager
- Avaya One-X Communicator
- Avaya Meeting Exchange / Bridgetalk
- IPC Unigy Trading System
- NICE Voice Recording
- ServiceNow administration and workflow experience
You will be a proactive and technically strong voice engineer who thrives in a fast-paced enterprise environment.
You'll be comfortable managing critical incidents, engaging with stakeholders, and driving operational excellence across a global communications platform.