The HCS Operation Support Engineer will be responsible for the operations, maintenance, and support of Cisco-based HCS (Hosted Collaboration Solution) platforms within a telecom environment.
Key Responsibilities:
- Provide 24x7 operational support, including on-call rotation and incident handling from NOC
- Analyze and support design changes and new requirements
- Perform implementation and maintenance of HCS Platform (v10.0.1)
- Provide onsite support for PSTN, inter-customer routing, and dial plan modifications
- Conduct testing of new features and services
- Manage:
- Hardware & Software
- User Management
- Patch Management
- Telecom Carrier Management
- Backup & Storage for HCS components
- Troubleshoot and administer Cisco HCS ecosystem including:
- Cisco vPGW, Nexus 7K/5K
- Cisco UCS B Series, Fabric Interconnects, MDS
- SBC (ASR 1004 – SP Edition)
- Cisco Unified Communications Manager (CUCM)
- Cisco Unity Connection, IM & Presence
- Cisco Expressway
- HCS Management Apps (CUCDM, HCMF, PCA, PLM)
- Cisco ASA, Voice Gateways, VMware
- Coordinate with vendor TAC support teams for critical issues until resolution
- Participate in CAB (Change Advisory Board) and post-migration reviews
- Support design evolution and new service implementations
Core Responsibilities
- Daily operations & maintenance of IPCC / IP Telephony platforms
- Proactive monitoring and fault resolution across network elements
- Maintenance of Quality Management & Call Recording systems
- Ensure system stability, performance, and SLA adherence
- Coordinate with cross-functional teams (Operations, Sales, Marketing, Product)
- Manage escalations and ensure timely resolution
Required Skill Set
Technical Skills:
- Cisco HCS Platform expertise
- IP Telephony / Unified Communications
- Routing & Switching (Professional level)
- SBC (ASR 1K), Cisco vPGW
- SQL Server
- CVP (Customer Voice Portal)
- Contact Center Solutions (IPCC, Call Recording, QM)
- VMware
Additional Knowledge:
- Movius Unified Messaging & Web Collaboration
- Vision OSS Unified Services Manager
Soft Skills:
- Strong communication skills
- Team collaboration
- Problem-solving ability
- Project coordination skills
Minimum Qualifications
- Bachelor's Degree in:
- Telecommunications / Electronics & Communication
- Computer Science or equivalent
- Certifications:
- CCIE Collaboration (preferred)
- Experience:
- Minimum 3–5 years in IP Telephony / UC / Contact Center environments
Minimum Experience & Knowledge
- Understanding of:
- Telecom networks & call flows
- PSTN, PRI, BRI
- IP Networking fundamentals
- Call routing & ICM scripting
- Cisco Call Manager (CUCM)
- Voice Gateway configuration
