Unified Communications Specialist

We are seeking an experienced Unified Communications Specialist to design, implement, maintain, and support the organization's Unified Communications (UC) and Collaboration infrastructure. This role requires deep integration with the core network to ensure a highly available, secure, and performant voice and video environment. The specialist will manage the entire UC lifecycle, from strategic design to daily operations and troubleshooting, ensuring alignment with business objectives and SLAs.

Key Accountabilities and Activities

UC Design & Implementation

Design, configure, and deploy Cisco UC solutions including CUCM, Unity Connection, IM&P, Expressway, UCCX, and Webex.

Integrate UC systems with core network infrastructure (LAN/WAN) and UC applications.

Configure Cisco Voice Gateways (ISR/ASR) and implement dial plans (SIP, H.323, MGCP).

Design and implement end-to-end QoS policies to prioritize voice/video traffic.

Integrate CUCM with MS Teams and other third-party UC/VoIP solutions.

Understand and design Unified UCaaS + CCaaS (UC + Contact Center).

UC Administration & Support

Provide day-to-day administration, monitoring, and support for all UC applications and endpoints.

Perform system upgrades, patches, and security hardening for the UC environment.

Serve as the final escalation point (Level 2/3) for complex UC and call quality issues.

Manage user accounts, devices (IP phones, soft clients), and features within Cisco UCM.

Manage trunks, CUCM integration with MS Teams, voice gateways, Right Fax, call accounting software, IP phone background deployment, and call center tools.

Troubleshooting & Optimization

Troubleshoot and resolve complex issues affecting call connectivity, quality, and collaboration services.

Use packet capture analysis (e.g., Wireshark) and call logs to diagnose problems.

Apply routing (OSPF, EIGRP) and switching (VLAN, STP) knowledge to resolve underlying network issues affecting UC.

Perform routine system health checks and capacity planning for the UC platform.

Documentation & Compliance

Create and maintain detailed technical documentation for UC and network integration.

Document configuration standards, network diagrams, and operational procedures.

Implement and maintain security configurations in line with company policies (e.g., TLS, SRTP).

Collaboration & Vendor Management

Collaborate with the network security team to enforce policies and protect the UC environment.

Liaise with vendors (e.g., Cisco, carriers) for advanced support and problem resolution.

Work with other IT teams to ensure seamless integration of UC services with business applications.

Qualifications and Requirements

Knowledge and Experience

Minimum 5 years of IT infrastructure experience, with at least 3 years specializing in Cisco Unified Communications.

Hands-on experience implementing, configuring, and troubleshooting Cisco UC solutions (CUCM, Unity Connection, IM&P, UCCX).

Strong practical experience with Cisco routing (OSPF, EIGRP) and switching (VLANs, STP, EtherChannel).

Experience configuring QoS and troubleshooting voice/video quality issues across complex networks.

Experience with Cisco Voice Gateways, Session Border Controllers, and MS Direct Routing implementation.

Proficiency in cloud-based collaboration platforms, including Microsoft 365 (MS Teams) and Cisco Webex.

Knowledge of Edge Computing / Edge AI is a plus.

Education and Certifications

Bachelor's degree in Computer Science, Information Technology, Electronics and Telecommunications, or a related field.

CCNA mandatory; CCNP Collaboration highly preferred.

CCIE Collaboration is an advantage.

Job-Specific Technical Skills

Expert knowledge of Cisco Unified Communications Manager (CUCM) and Unity Connection.

Strong proficiency in voice protocols (SIP, H.323, MGCP) and codecs.

In-depth understanding of LAN/WAN principles and their impact on real-time communications.

Excellent analytical and problem-solving skills for complex, multi-layered issues.

Strong communication skills for interactions with team members and non-technical stakeholders.

Ability to work independently and manage multiple priorities in a fast-paced environment.

Familiarity with call accounting software and call center quality monitoring tools.

Experience with mission-critical services such as Tetra radio communication / Push-to-Talk.

Well-versed in PSTN trunks, VoIP, and video conferencing protocols.