Senior UC Engineer

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

📋 Description

• Administer and provide support for Cisco Webex Calling and Webex Contact Center platforms in a production environment.

• Oversee and support Voice Recording platforms, ensuring adherence to recording regulations.

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

• Manage relationships and technical coordination with Telecom Service Providers.

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

• Lead incident management for Unified Communications (UC) platform concerns, including triage, escalation, and resolution.

• Own the escalation processes for vendors including Cisco, telecom carriers, and other UC partners.

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

• Support emergency calling services (E911) through Red Sky and ensure compliance with requirements.

• Provide support for Microsoft Teams Meetings and related collaboration services.

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

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

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

• Improve the quality of documentation and foster knowledge-sharing practices within the team.

• Support enterprise Unified Communications and Collaboration platforms throughout the Americas region.

⛳️ Requirements

• Over 10 years of experience in Unified Communications engineering/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 essentials as they pertain to UC services.

• Basic understanding of network routing and bandwidth management.

• Experience with UC observability and monitoring techniques.

• Proficiency in using Splunk for monitoring UC platforms.

• Experience managing and analyzing Call Detail Records (CDR).

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

• Experience in incident management and vendor escalation processes.

• Willingness to assist with weekend maintenance and engineering changes as required.

• Experience with Microsoft Teams Meetings and collaboration platforms.

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

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

• Relevant Cisco certifications (e.g., CCNP Collaboration or equivalent) are preferred.

• Familiarity with utilizing Copilot and other AI productivity tools is a bonus.

🏝️ Benefits

• Health insurance.

• Relocation program.

• Flexibility for remote work / Work From Anywhere Culture.

• Opportunities for professional development.

• Access to certification programs.

• Participation in mentorship and talent investment initiatives.

• Internal mobility opportunities.

• Internship opportunities.

• Collaboration on impactful projects for leading global clients.

• An inclusive and supportive work environment.

• Regular team-building company social events.