Job Description - Unified Communication Engineer
The Unified Communications Engineer is responsible for designing, implementing, managing, and supporting the organization's unified communications platforms. This includes voice, video conferencing, messaging, collaboration systems, telephony infrastructure, and related network components. The role ensures high availability, security, and performance of UC solutions to support seamless communication and productivity across the organization.
Location: Dubai
Responsibilities and Personal Skills:
1. UC Platform Management
- Design, deploy, configure, and maintain unified communication platforms such as:
- Cisco Unified Communications Manager (CUCM)
- Avaya Unified communication / Microsoft Teams Phone System
- Zoom Unified Platform – Customer experience
- SBCs (AudioCodes, Ribbon / Sonus, etc.)
- Manage enterprise voice routing, call flows, dial plans, SIP trunks, voicemail, and IVR systems.
2. Operations & Support
- Provide Level 1/2 support for UC and telephony‑related incidents and service requests.
- Monitor system performance and proactively resolve issues.
- Perform root-cause analysis and implement preventive measures.
3. Integration & Collaboration Tools
- Integrate UC solutions with enterprise applications (Active Directory, Exchange, CRM, ERP).
- Manage meeting room systems, video conferencing hardware, Teams Rooms/Zoom Rooms, and conference infrastructure.
- Maintain instant messaging, presence, and collaboration tools.
5. Documentation & Projects
- Develop technical documentation including architecture diagrams, SOPs, and knowledge articles.
- Lead or support UC infrastructure upgrade projects, migrations, and rollouts.
- Coordinate with vendors for escalations and support.
Qualifications
Education
- Bachelor's degree in Information Technology/Electronics and Comm., Computer Science, or related field.
Certifications (Preferred)
- Microsoft Teams Voice Engineer (MS-720 / MS-721)
- Cisco CCNA Collaboration / CCNP Collaboration
- ITIL v4 Foundation
Experience
- 3–7 years of hands-on experience in Unified Communications engineering.
- Strong background in VoIP, SIP, PBX systems, SBCs, and telephony protocols.
- Experience in Microsoft Teams Phone or Cisco CUCM is highly desirable.
Skills & Competencies
- Strong knowledge of SIP, RTP, QoS, DNS, DHCP, and IP networking.
- Expertise in troubleshooting UC environments end-to-end.
- Familiarity with contact center solutions
- Experience working in enterprise environments with high availability requirements.
- Strong communication, documentation, and stakeholder management skills.
- Ability to manage multiple tasks and work under pressure.
Key Deliverables
- Stable, secure, and highly available UC environment.
- Effective user support with minimal downtime.
- Up‑to‑date documentation and optimized communication workflows.
- Successful execution of UC-related projects.
