About the Role
We are seeking an experienced Senior Systems Engineer, Unified Communications, to design, implement, operate, and improve secure, resilient, and scalable enterprise voice, video, and collaboration services. This role is crucial in ensuring availability, performance, security, and lifecycle compliance with business requirements, ICT standards, and approved KPIs.
The successful candidate will provide senior technical expertise across hybrid and cloud UC environments, encompassing architecture and documentation, end-to-end voice design and troubleshooting, lifecycle and security management, automation, migrations, disaster recovery, major incidents, carrier/vendor coordination, and technical coaching. This role also involves evaluating and integrating cloud UC, contact-centre, smart meeting-room, analytics, and AI-enabled capabilities under security, privacy, data-governance, and responsible-AI controls.
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Responsibilities
- Design, implement, operate, and improve enterprise voice, video, and collaboration services.
- Ensure availability, performance, security, and lifecycle compliance with business requirements.
- Provide senior technical expertise across hybrid and cloud UC environments.
- Evaluate and integrate cloud UC capabilities and AI-enabled solutions while maintaining security and privacy controls.
- Produce high-level designs (HLDs), low-level designs (LLDs), standards, procedures, feasibility studies, tender specifications, and executive reports.
- Lead UC migrations and Severity 1 incident recovery, including post-incident root-cause and corrective-action reporting.
- Coordinate with vendors and carriers; mentor junior engineers.
- Manage UC lifecycle risks, including capacity, licensing, and software/firmware currency.
- Prepare technical inputs for budgets and purchase requisitions to support lifecycle budgets and investment decisions.
- Review and technically evaluate UC architectures and vendor solutions based on various requirements, including security and supportability.
Required Experience and Skills
- At least 10 years of progressive enterprise UC experience, including seven years in hands-on designing, implementing, operating, and troubleshooting complex, high-availability environments, preferably in business-critical industrial settings, particularly within the oil and gas sector.
- Expert knowledge in SIP, SBCs, and end-to-end enterprise voice troubleshooting with broad cross-platform experience and deep expertise in at least one major UC platform.
- Strong hands-on experience with Microsoft Teams enterprise voice, including Direct Routing, dial plans, voice routes, calling policies, resource accounts, auto attendants, call queues, emergency calling, Call Analytics, and Call Quality Dashboard.
- Expert knowledge in Cisco UC technologies, such as CUCM, CUBE, voice gateways, and enterprise dial plans; UCCX and/or modern cloud contact-centre experience is desirable.
- Proficient in SIP/SDP/RTP call flows and packet-level troubleshooting using tools like Wireshark.
- Strong Microsoft 365 and Entra ID knowledge, including identity, authentication, licensing, Conditional Access, and Teams integration.
- Proficient in PowerShell scripting and automation, with working knowledge of Microsoft Graph API, REST APIs, and Power Automate or equivalent tools.
- Strong knowledge in UC security, including certificates, TLS/SRTP, SBC hardening, identity-based access, voice-fraud controls, monitoring, and Zero Trust principles.
- Working knowledge of AI-enabled UC solutions, including conversational AI, virtual agents, meeting intelligence, and responsible-AI governance.
- Familiarity with UCaaS, smart meeting rooms, communication analytics, Operator Connect, and cloud calling, focusing on emergency calls and privacy concerns.
- Strong analytical, communication, technical writing, stakeholder management, and negotiation skills.
- Experience in managing real-time media quality and user experience assurance, including service-health monitoring and call-quality trend analysis.
- Proven ability to drive closure of audit, security, and vulnerability findings.
Educational Qualifications
- Bachelor’s degree in Network Engineering, Computer Engineering, Computer Science, Electrical/Electronic Engineering, or an equivalent engineering discipline.
- Current professional-level certification in enterprise collaboration, such as Cisco CCNP Collaboration or recognized Microsoft Teams, SBC, or cloud communications certification is preferred.
