HCS Operation Support Engineer

Job Summary

We are seeking an experienced HCS Operation Support Engineer to support and maintain Cisco Hosted Collaboration Solutions (HCS) within a telecom operator environment. The role involves 24x7 operational support, troubleshooting, and maintenance of Cisco Unified Communications platforms, ensuring high availability and performance of IP telephony services.

• Provide 24x7 operational support and participate in on‑call rotations for incident management.
• Perform implementation, administration, and maintenance of Cisco HCS platform.
• Manage and troubleshoot Cisco UC components including CUCM, Unity Connection, IM & Presence, Expressway, and Session Border Controllers (SBC), ASR‑1000 series, and voice gateway configurations.
• Support IP Telephony services, including dial plans, PSTN integration, and call routing.
• Perform hardware and software management, patching, and system upgrades.
• Manage virtualized environments (VMware) and Cisco UCS infrastructure.
• Monitor system performance, perform root cause analysis (RCA), and ensure timely resolution of incidents.
• Coordinate with Cisco TAC vendor support teams for critical issues until resolution.
• Participate in Change Advisory Board (CAB) meetings and execute approved changes.
• Maintain system backups, configurations, and documentation.
• Collaborate with internal teams (Operations, Engineering, Business units) for service improvements.

• Hands‑on experience with:
  • Cisco Unified Communications Manager (CUCM)
  • Cisco Unity Connection & IM & Presence
  • Cisco HCS Platform
  • SBC (ASR‑1000 series)
  • Cisco UCS, Nexus (5K/7K), and MDS switches
  • VMware (vSphere / ESXi)
• Solid understanding of:
  • VoIP protocols (SIP, H.323)
  • Dial plans, call routing, and PSTN integration
  • IP Telephony and Voice Gateway configurations
• Experience in incident management, troubleshooting, and 24x7 operations support.
• Exposure to multi‑tenant telecom environments is highly preferred.
• Experience working with Cisco TAC / vendor support.

• Bachelor’s degree in Telecommunications, Electronics, Computer Science, or related field.
• CCNP / CCIE Collaboration certification (preferred).
• Experience in telecom / ISP environment (e.g., Ooredoo, Airtel, Etisalat).
• Prior experience working in GCC / Middle East region is an advantage.

Minimum 5+ years of relevant experience in Cisco UC / Voice / HCS operations.

• Strong analytical and troubleshooting skills.
• Excellent communication and coordination abilities.
• Ability to work in a 24x7 support environment.
• Team‑oriented with a proactive mindset.