Administrator - Cisco Unified Communications

Job Summary

The Network Voice/UC L2 Engineer will be responsible for supporting, administering, and troubleshooting Cisco IP Telephony and Unified Communications infrastructure. The role requires hands-on experience with Cisco CUCM, Unity Connection, voice gateways, VoIP protocols, and related UC ecosystem tools while ensuring adherence to defined processes, operational standards, and service delivery requirements.

Job Description: Network Voice/UC L2 Engineer – Cisco IPT\\\\r\\\\nRole: Network Voice/Unified Communications L2 Engineer – Cisco IP Telephony\\\\r\\\\nExperience Level: L2 Support / Intermediate Level\\\\r\\\\nRole Overview\\\\r\\\\nThe Network Voice/UC L2 Engineer will be responsible for supporting, administering, and troubleshooting Cisco IP Telephony and Unified Communications infrastructure. The role requires hands-on experience with Cisco CUCM, Unity Connection, voice gateways, VoIP protocols, and related UC ecosystem tools while ensuring adherence to defined processes, operational standards, and service delivery requirements.\\\\r\\\\nKey Responsibilities\\\\r\\\\n• Handle Cisco IP Telephony and Unified Communications infrastructure support activities at L2 level.\\\\r\\\\n• Perform MACD changes, including bulk additions and updates for IP phones, voicemail accounts, end users, CSS, partitions, route patterns, and route groups.\\\\r\\\\n• Support and troubleshoot Cisco CUCM and Cisco Unity Connection environments across versions 12.x, 14.x, and 15.x.\\\\r\\\\n• Assist in configuration and operational support of Cisco routers, voice gateways, CUBE/SBCs, analog voice gateways, and Expressway components.\\\\r\\\\n• Support VoIP services and protocols including SIP, H.323, MGCP, RTP, and sFTP.\\\\r\\\\n• Follow Standard Operating Procedures, work instructions, and agreed scope of work while performing day-to-day operational activities.\\\\r\\\\n• Maintain accurate worklogs, operational trackers, reports, and required documentation as per process requirements.\\\\r\\\\n• Perform knowledge base updates, error database updates, device monitoring, and UC infrastructure health checks.\\\\r\\\\n• Ensure effective escalation management, shift handover, and coordination with internal and external stakeholders.\\\\r\\\\nRequired Skills and Competencies\\\\r\\\\n• Basic to good experience in managing Cisco IP Telephony network infrastructure.\\\\r\\\\n• Good understanding of Cisco Unified Communications Manager and Cisco Unity Connection.\\\\r\\\\n• Strong knowledge of VoIP technologies and voice protocols including SIP, H.323, MGCP, and RTP.\\\\r\\\\n• Good understanding of Cisco voice gateways, CUBE/SBCs, Expressway, and analog gateway configurations.\\\\r\\\\n• Ability to troubleshoot UC infrastructure issues and coordinate with relevant teams for resolution.\\\\r\\\\n• Good communication, documentation, coordination, and stakeholder management skills.\\\\r\\\\n• Ability to work in shifts and follow defined escalation and handover processes.\\\\r\\\\nKey Technologies\\\\r\\\\n• Cisco Unified Communications Manager and Cisco Unity Connection – versions 12.x, 14.x, and 15.x\\\\r\\\\n• Cisco Voice Gateways, CUBE/SBCs, Analog Voice Gateways, SIP, H.323, MGCP, and Expressway\\\\r\\\\n• VoIP protocols and services including SIP, H.323, MGCP, RTP, and sFTP\\\\r\\\\n• UC ecosystem tools such as Kurmi, Prognosis, and Imagicle\\\\r\\\\nDocumentation and Process Compliance\\\\r\\\\nThe candidate must ensure timely updates of worklogs, reports, operational trackers, knowledge base articles, error databases, device monitoring records, and UC infrastructure health check documentation. The role requires strict adherence to SOPs, work instructions, escalation matrices, and shift handover procedures.

Key Responsibilities

Handle Cisco IP Telephony and Unified Communications infrastructure support activities at L2 level. • Perform MACD changes, including bulk additions and updates for IP phones, voicemail accounts, end users, CSS, partitions, route patterns, and route groups. • Support and troubleshoot Cisco CUCM and Cisco Unity Connection environments across versions 12.x, 14.x, and 15.x. • Assist in configuration and operational support of Cisco routers, voice gateways, CUBE/SBCs, analog voice gateways, and Expressway components. • Support VoIP services and protocols including SIP, H.323, MGCP, RTP, and sFTP. • Follow Standard Operating Procedures, work instructions, and agreed scope of work while performing day-to-day operational activities. • Maintain accurate worklogs, operational trackers, reports, and required documentation as per process requirements. • Perform knowledge base updates, error database updates, device monitoring, and UC infrastructure health checks. • Ensure effective escalation management, shift handover, and coordination with internal and external stakeholders.

Skill Requirements

Basic to good experience in managing Cisco IP Telephony network infrastructure. • Good understanding of Cisco Unified Communications Manager and Cisco Unity Connection. • Strong knowledge of VoIP technologies and voice protocols including SIP, H.323, MGCP, and RTP. • Good understanding of Cisco voice gateways, CUBE/SBCs, Expressway, and analog gateway configurations. • Ability to troubleshoot UC infrastructure issues and coordinate with relevant teams for resolution. • Good communication, documentation, coordination, and stakeholder management skills. • Ability to work in shifts and follow defined escalation and handover processes. 

Other Requirements

Key Technologies • Cisco Unified Communications Manager and Cisco Unity Connection – versions 12.x, 14.x, and 15.x • Cisco Voice Gateways, CUBE/SBCs, Analog Voice Gateways, SIP, H.323, MGCP, and Expressway • VoIP protocols and services including SIP, H.323, MGCP, RTP, and sFTP • UC ecosystem tools such as Kurmi, Prognosis, and Imagicle