Senior UC Engineer

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

📋 Description

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

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

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

• Manage relationships and technical collaboration with Telecom Service Providers.

• Configure, support, and troubleshoot SIP Trunking connectivity.

• Lead incident management processes for UC platform issues, including triage, escalation, and resolution.

• Oversee vendor escalation processes involving Cisco, telecom carriers, and other UC vendors.

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

• Provide support for Red Sky (E911) emergency calling services and compliance standards.

• Assist with Microsoft Teams Meetings and associated collaboration services.

• Monitor the health of the UC platform using observability and logging tools like Splunk.

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

• Be available for weekends and off-hours as necessary for scheduled engineering changes, maintenance, and critical deployments.

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

⛳️ Requirements

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

• Practical experience with Cisco Webex Control Hub administration.

• In-depth knowledge of Webex Calling and Webex Contact Center architecture.

• Familiarity with voice recording capabilities and platforms.

• Understanding of network connectivity fundamentals related to UC services.

• Basic knowledge of network routing and bandwidth management.

• Experience with UC observability and monitoring practices.

• Familiarity with Splunk logging for UC platform monitoring.

• Experience in Call Detail Record (CDR) management and analysis.

• Experience with SIP Trunking and coordination with Telecom Service Providers.

• Proficient in incident management and vendor escalation processes.

• Familiarity with AI productivity tools like Copilot is a plus.

• Experience with trading floor communication/turret systems (such as IPC Connexus) is advantageous.

• Experience with E911 solutions (like Red Sky or similar) is beneficial.

• Experience with Microsoft Teams Meetings and collaboration platforms.

• Relevant Cisco certifications such as CCNP Collaboration are preferred.

🏝️ Benefits

• Health insurance.

• Relocation program.

• Remote work flexibility.

• Opportunities for professional development.

• Access to certification programs.

• Mentorship and talent investment initiatives.

• Internal mobility opportunities.

• Internship possibilities.

• Engaging projects for leading global clients.

• An inclusive and supportive workplace environment.

• Open lines of communication.

• Regular team-building social events.

• Commitment to sustainable business practices focusing on IT education, community empowerment, ethical operations, environmental sustainability, and gender equality.