Innovatia Technical Services Inc. (ITSI) is an industry-leading technology outsourcing support provider with expertise in the telecommunications industry. Operating for over 20 years, we specialize in workflow and knowledge processes, as well as technical support, helpdesk and multilingual support services. With over 300 professional experts across the globe, we service some of the worlds most successful Fortune 500 and Fortune 1000 companies.
Job Title: Cisco UC Implementation & Collaboration Engineer
Overview
We are seeking a highly capable
Cisco UC Implementation & Collaboration Engineer to lead and support Unified Communications projects across Cisco CUCM, Webex Calling, and related collaboration platforms. The engineer will take full ownership of assigned projectsreviewing Statements of Work (SOW), building detailed implementation plans, obtaining stakeholder approvals, and executing the delivery end-to-end.
This role involves a blend of
hands-on implementation,
Level 2/3 support,
system integrations, and
UC modernization initiatives, including new deployments, upgrades, migrations, and expansions.
Key Responsibilities
Project Ownership & Implementation
- Review Statements of Work (SOW) to understand scope, deliverables, dependencies, and timelines.
- Develop comprehensive implementation plans covering architecture, design, milestones, risk assessment, and cutover strategies.
- Present plans for internal/client approval before execution.
- Execute end-to-end UC deployments, upgrades, and migrations on CUCM, Webex Calling, Webex DI, and related platforms.
- Support implementation and integration of voicemail systems, endpoints, gateways, and collaboration adjuncts.
- Prepare design documents, migration guides, test plans, and post-implementation documentation.
Cisco UC Platform Configuration & Support
- Deploy, configure, and troubleshoot CUCM, including core admin, dial plan management, SIP trunks, extension mobility, and device provisioning.
- Configure and manage Webex Calling, Webex Control Hub, and hybrid calling integrations.
- Implement and troubleshoot Cisco CUBE, SRST, and PSTN gateway integrations.
- Configure E911 integrations, location management, and routing compliance.
- Manage dial plans, call routing, directory synchronization, device registrations, and voicemail integrations.
- Provide Level 2/3 support for UC environments, including root-cause analysis and escalations.
Troubleshooting & Monitoring
- Diagnose issues using SIP traces, logs, debugs, and protocol flow analysis.
- Troubleshoot call routing, media flow, endpoint registration, and trunk or gateway failures.
- Monitor system health, call quality, and utilization metrics; prepare performance and usage reports.
Collaboration & Documentation
- Maintain detailed documentation, SOPs, network diagrams, and configuration repositories.
- Collaborate with cross-functional teams including Network, Security, Cloud, and external vendors.
- Escalate complex issues to senior engineers or Cisco TAC when necessary.
Required Skills & Experience- Strong hands-on expertise with:
- CUCM (Core admin, Dial plan, SIP trunks)
- Webex Calling & Control Hub
- Cisco Unity Connection
- Cisco CUBE, SRST, Voice Gateways (VGs)
- Solid understanding of VoIP protocols (SIP, RTP, H.323) and SIP ladder troubleshooting.
- Experience with PSTN connectivity, analog gateway integrations, and E911 configuration.
- Understanding of network fundamentals (TCP/IP, QoS, VLANs, firewalls).
- Familiarity with IM&P, Jabber, Webex Contact Center, UCCX or similar UC applications.
- Exposure to additional collaboration platforms (Microsoft Teams, Zoom) is a plus.
Qualifications
- Bachelor's degree in computer science, Engineering, or related field.
- 4-6+ years of hands-on experience in Cisco UC / Collaboration environments.
- CCNA Collaboration or progress toward CCNP Collaboration preferred.
Soft Skills
- Strong verbal and written communication skills.
- Excellent analytical and troubleshooting abilities.
- Ability to work independently, follow structured processes, and meet deadlines.
- Self-motivated with a willingness to continuously learn emerging collaboration technologies.
- Strong attention to detail, documentation discipline, and commitment to quality delivery.
Benefits At Innovatia
- Comprehensive Health Insurance policy
- Employee Wellness Program with focus on mental health
- Robust reward and recognition programs
- Company incentive programs offered.
- Attractive leave policy: Holiday Leave, Maternity Leave, Paternity Leave, Birthday leave, Bereavement Leave and Paid Leave for personal time off
- Ample growth and learning opportunities.
- Remote work opportunities
- Focus on work/life balance.
- Immigration Program supporting immigration to Canada for eligible employees.
We thank all candidates for their interest, however, only those selected for an interview will be contacted.
Innovatia is an equal opportunity employer.
