Description

Job Overview:

The Cisco Collaboration - L2 role is responsible for managing, supporting, and troubleshooting Cisco Unified Communications products in a dynamic enterprise environment. The candidate must have a deep understanding of voice protocols, Cisco voice gateways, and networking concepts, with the ability to work with internal teams, vendors, and customers to resolve incidents and improve service delivery.

Primary Roles & Responsibilities:

• Manage and troubleshoot Cisco Unified Communications products including:
• Cisco Unified Communications Manager (CUCM)
• Unity Connection (CUC)
• IM & Presence (IMP)
• Contact Center Express (UCCX)
• Expressway Clusters
• Strong hands-on experience with Cisco voice gateways, CUBE, and SBCs
• Deep understanding of voice protocols:
• SIP, MGCP, SSCP, H.323, RTP, RTCP
• Good grasp of networking fundamentals including:
• TCP/IP, DNS, DHCP, TFTP
• Use tools such as:
• RTMT, Dialed Number Analyzer, Packet Capture tools
• Knowledge of UCCX Scripting is a plus
• Handle ITSM processes including:
• Ticket, incident, problem, change, and development request management
• Escalate technical or environmental issues when required
• Participate in documentation improvement for service delivery
• Support remote teams and assist technicians as needed
• Coordinate with vendors and telecom service providers
• Continuously improve technical and professional knowledge
• Contribute to service optimization by simplifying and automating delivery processes
• Perform additional duties as assigned

Key Technology Skills:

CUCM, Unity Connection, IM & Presence, UCCX, Cisco Expressway, SIP, MGCP, SSCP, H.323, RTP, RTCP, TCP/IP, DNS, DHCP, TFTP, CUBE, SBC, RTMT, Dialed Number Analyzer, Packet Capture, UCCX Scripting, ITSM

Requirements:

• Bachelor’s degree (3 or 4 years) in a related field (Computer Science, Information Technology, etc.)
• Proven experience in supporting Cisco collaboration technologies
• Strong understanding of voice protocols and networking
• Ability to use monitoring and troubleshooting tools effectively
• Familiarity with ticketing systems and ITIL processes
• Excellent communication and collaboration skills
• Willingness to work in rotational shifts
• Added advantage: Experience in UCCX Scripting and vendor coordination