Senior Voice Engineer​/UC

Department Information Technology – Infrastructure & Network Service Reporting To Network Infrastructure Manager / IT Infrastructure Lead Role Summary Position Title Senior Voice Engineer/UCExperience Required 5+ years

Location Sharjah

The Senior Voice Engineer is responsible for the design, implementation, administration, support, and optimization of the organization's Cisco Unified Communications and Collaboration infrastructure. The role ensures the availability, performance, and security of enterprise voice, contact center, conferencing, and cloud collaboration services while providing Tier 3 technical support, leading infrastructure upgrades and migrations, and managing vendor relationships. The position also supports virtualization platforms, Cisco UCS infrastructure, cloud telephony, and multi-vendor integrations to deliver reliable business communication services.

• Administrate, configure, and maintain Cisco Unified Communications Manager (CUCM), Cisco Unity Connection (CUC), Cisco Emergency Responder (CER), and Cisco Expressway.
• Configure and maintain dial plans, route patterns, device pools, media resources, and call routing policies.
• Perform system upgrades, patches, backups, and health checks to ensure high availability.

• Implement, configure, Administrate, and support Cisco Unified Contact Center Express (UCCX) and Cisco Finesse.
• Monitor, troubleshoot, and optimize IVR applications, IPCC/UCCX scripts, and call routing.
• Support contact center reporting and service availability.

• Manage daily telecom operations and resolve voice-related incidents to ensure service continuity.
• Configure and support Cisco CUBE, SRST, SIP, H.323, MGCP, dial peers, and voice gateways.
• Troubleshoot SIP, H.323, PRI, E1, FXO, and voice signaling issues.
• Support Audio Codes Session Border Controllers (SBCs) and SIP trunk connectivity.

• Deploy, configure, and maintain Cisco UCS B-Series and C-Series servers.
• Administrate VMware ESXi and VMware vSphere environments supporting collaboration workloads.

• Design, implement, and manage Cisco Webex Calling and Webex Control Hub.
• Deploy and support Cisco Meeting Server (CMS) for enterprise conferencing.
• Support Microsoft Teams integration with Cisco Collaboration solutions.
• Deploy and support virtual Cisco CUBE in Microsoft Azure.

• Utilize Cisco RTMT, Wireshark, Syslog, Cisco DNA Center, Script Editor, and Webex Control Hub for monitoring and diagnostics.
• Administrate and troubleshoot call recording platforms including Imagicle, NICE, ZIWO, and similar solutions.
• Perform proactive health checks and capacity monitoring.

• Act as the Tier 3 escalation point for complex incidents.
• Open and manage relevant vendor support cases.
• Prepare and implement change requests in accordance with ITIL best practices.
• Maintain technical documentation, operational procedures, and knowledge base articles.

• Coordinate with telecommunications providers and third‑party vendors.
• Manage Cisco Smart Net renewals and support contracts.

• Participate in infrastructure implementation projects.
• Lead network migration and upgrade activities.
• Prepare implementation plans and rollback procedures.
• Perform risk assessments.
• Develop risk mitigation strategies.
• Coordinate with vendors and third‑party service providers.
• Ensure compliance with enterprise security policies and standards.

Skills:

infrastructure,enterprise,communications,cisco ucs,cisco,webex,cloud,management,microsoft,collaboration

• Technical Skills
• Cisco Unified Communications Manager (CUCM)
• Cisco Unity Connection (CUC)
• Cisco Emergency Responder (CER)
• Cisco Expressway
• Cisco Unified Contact Center Express (UCCX)
• Cisco Finesse
• Cisco UCS (B-Series & C-Series)
• VMware ESXi and VMware vSphere
• Cisco Webex Calling
• Cisco Webex Control Hub
• Cisco Meeting Server (CMS)
• Cisco CUBE
• Audio Codes Session Border Controllers (SBC)
• SIP, H.323, MGCP, SRST
• PRI, E1, FXO voice gateways
• Microsoft Teams integration
• Azure Cloud
• Cis…