Job Description
Position Summary
The Cisco Unified Communications Manager (CUCM) Engineer is responsible for delivering expert-level consultation, operational management, and technical support across a complex enterprise Unified Communications (UC) environment. Acting as a Subject Matter Expert (SME), the role ensures the stability, performance, and continuous improvement of Cisco-based voice and collaboration platforms. This position combines deep technical expertise with strong operational discipline, supporting incident resolution, system upgrades, security compliance, and infrastructure projects while contributing to service optimisation and stakeholder engagement.
Key Responsibilities
Provide SME-level support for CUCM, CIMP, CUC, and CIVR platforms
Support Cisco Unified Attendant Console
Maintain Cisco CUBE and VG analogue gateways
Resolve incidents, perform root cause analysis, and manage user requests
Raise and manage change requests aligned to ITIL processes
Monitor UC systems using VOSS Insights
Administer call accounting systems (CAAB) and generate reports
Plan and execute annual system upgrades and lifecycle activities
Design and develop CIVR scripts and call flows
Participate in vulnerability assessments and remediation
Support Ubuntu servers and Wireless Location Systems
Provide basic Windows Server and VMware support
Participate in infrastructure refresh projects
Required Qualifications
Strong experience with Cisco Unified Communications technologies
SME-level knowledge of CUCM and associated platforms
Strong understanding of VoIP, SIP, and telephony systems
Experience with troubleshooting and incident resolution
Familiarity with ITIL service management practices
Experience with monitoring tools such as VOSS Insights
Working knowledge of Linux/Ubuntu environments
Basic Windows Server administration skills
Exposure to VMware environments
Education and Certifications
Bachelor’s degree in IT, Computer Science, or related field (or equivalent experience)
Cisco CCNP Collaboration (Voice) certification preferred
Willingness to obtain Cisco certification if not already certified
No Referrers Available
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