Senior UC Engineer

This is a fully remote position, open to applicants in Canada.

📋 Description

• Provide support and administration for Cisco Webex Calling and Webex Contact Center platforms in a production environment.

• Oversee and maintain Voice Recording platforms, ensuring adherence to recording requirements.

• Assist with Trading Turret systems (IPC Connexus) to facilitate voice communications on the trading floor.

• Develop and maintain relationships, as well as technical coordination, with Telecom Service Providers.

• Configure, support, and troubleshoot SIP Trunking connectivity issues.

• Lead incident management for Unified Communications platform problems, including triage, escalation, and resolution.

• Manage vendor escalation processes for Cisco, telecom carriers, and other Unified Communications providers.

• Collaborate with business units and stakeholders regarding UC service requirements, modifications, and incidents.

• Provide support for Red Sky (E911) emergency calling services and ensure compliance with related requirements.

• Assist with Microsoft Teams Meetings and associated collaboration services.

• Monitor the health of UC platforms using observability and logging tools such as Splunk.

• Manage and analyze Call Detail Records (CDR) for reporting, troubleshooting, and compliance purposes.

• Be available to work weekends and off-hours as needed for planned engineering changes, maintenance windows, and critical deployments.

• Enhance the quality of documentation and promote knowledge-sharing practices within the team.

⛳️ Requirements

• A minimum of 10 years of experience in Unified Communications engineering and support roles.

• Practical experience with Cisco Webex Control Hub administration.

• Strong understanding of Webex Calling and Webex Contact Center architecture.

• Familiarity with voice recording functionalities and platforms.

• Knowledge of network connectivity fundamentals related to UC services.

• Basic understanding of network routing and bandwidth management principles.

• Experience with UC observability and monitoring procedures.

• Proficient in using Splunk for UC platform monitoring.

• Familiarity with Call Detail Record (CDR) management and analysis.

• Experience coordinating with SIP Trunking and Telecom Service Providers.

• Background in incident management and vendor escalation processes.

• Experience with Microsoft Teams Meetings and collaboration platforms.

• Prior experience with trading floor communications/turret systems (IPC Connexus or similar) is advantageous.

• Experience with E911 solutions (Red Sky or similar) is a plus.

• Relevant Cisco certifications, such as CCNP Collaboration or equivalent, are preferred.

• Ability to utilize Copilot and other AI productivity tools is a nice addition.

• Willingness to support weekend maintenance and engineering changes as required.

🏝️ Benefits

• Comprehensive compensation and benefits package.

• Health insurance coverage.

• Relocation program available.

• Flexibility for remote work.

• Opportunities for professional development.

• Access to certification programs.

• Mentorship and talent investment initiatives.

• Internal mobility opportunities.

• Internship opportunities available.

• Inclusive and supportive workplace environment.

• Regular team-building social events organized by the company.