The Unified Communication (UC) Engineer is responsible for the support, configuration, and administration of enterprise communication systems, including IP telephony, video conferencing, instant messaging, and voicemail platforms. This role is essential in ensuring high availability and optimal performance of UC services and involves providing Level 2 support for escalated incidents while collaborating closely with Level 3 engineers and vendors.
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Location: Riyadh, Saudi Arabia
Work Conditions: On-site, Full-time
Key Responsibilities:
- Install, configure, and maintain Cisco Unified Communications Manager (CUCM) clusters, including user and device provisioning, dial plan management, call routing, and gateway configurations.
- Provide support for Cisco Unified Contact Center Express (UCCX) environments, including script modifications, agent and supervisor desktop issues, and basic reporting.
- Manage and troubleshoot call recording solutions integrated with CUCM and UCCX.
- Administer and support Instant Messaging & Presence services, primarily Cisco Jabber and its integration with CUCM.
- Support and troubleshoot Cisco Webex (Meetings, Calling, Messaging) for users, including scheduling, host controls, and general connectivity issues.
- Provide user support and basic administration for Microsoft Teams related to calling, meetings, and collaboration features, while understanding interoperability points between Cisco UC and MS Teams.
- Diagnose and resolve complex voice, video, and collaboration issues across all UC platforms, focusing on call quality problems, registration issues, and feature malfunctions.
- Monitor the health, performance, and capacity of UC systems using relevant tools.
- Create and maintain accurate documentation of UC configurations, procedures, and troubleshooting steps.
- Provide technical support and guidance to end-users on UC applications and devices.
Mandatory Skills:
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
- 5+ years of hands-on experience supporting and maintaining Unified Communications systems.
- Solid experience with Cisco Unified Communications Manager (CUCM) administration.
- Familiarity with Cisco Unified Contact Center Express (UCCX) at a support level.
- Experience with call recording solutions.
- Knowledge of Cisco Jabber and Cisco Webex.
- Basic understanding of Microsoft Teams functionalities, particularly related to voice and meetings.
- Understanding of SIP, H.323, MGCP protocols.
- Strong analytical and problem-solving skills.
- Excellent communication and interpersonal skills.
- Cisco CCNA Collaboration certification is a plus.
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