Job Description
Job Title: Unified Communications Engineer / UC Support Engineer
Job Summary
The Unified Communications Engineer is responsible for managing and supporting enterprise communication systems such as voice, video, messaging, and collaboration platforms. This role ensures seamless communication across the organization by maintaining high availability, performance, and security of UC systems.
Key Responsibilities
- Install, configure, and maintain Unified Communications systems (VoIP, IP Telephony, Video Conferencing)
- Manage call routing, dial plans, voice gateways, and SIP trunks
- Support collaboration tools (Microsoft Teams, Zoom, Webex, etc.)
- Monitor UC infrastructure and troubleshoot call quality issues (latency, jitter, packet loss)
- Configure and support IP phones, softphones, and conferencing devices
- Handle user provisioning, extensions, voicemail, and call features
- Perform system upgrades, patches, and backups
- Integrate UC systems with other enterprise applications
- Work with network teams to ensure QoS for voice and video traffic
- Maintain documentation, diagrams, and SOPs
- Ensure SLA compliance and timely incident resolution
Required Skills & Qualifications
- Bachelor's degree in IT, Telecommunications, or related field
- 8 years of experience in Unified Communications / Voice Support
- Strong knowledge of VoIP, SIP, RTP protocols
- Experience with IP Telephony systems (Cisco, Avaya, Microsoft Teams Voice, etc.)
- Understanding of networking concepts (LAN/WAN, VLANs, QoS)
- Experience in troubleshooting voice quality issues
- Familiarity with ticketing tools and ITIL processes
- Good communication and analytical skills
Preferred Skills
- Experience with Microsoft Teams Phone System / Direct Routing
- Knowledge of SBC (Session Border Controller)
- Certifications like CCNA Voice, Collaboration, or equivalent
- Experience with call recording and contact center solutions
- Basic scripting or automation knowledge
Key Competencies
- Problem-solving and troubleshooting mindset
- Strong communication skills
- Ability to work under pressure in critical incidents
- Team collaboration and coordination
- Attention to detail
Qualifications
Graduation
Range Of Year Experience-Min Year
8
Range Of Year Experience-Max Year
10
