Role Purpose-

Design, implement, maintain, and support the organization's Unified Communications (UC) and Collaboration infrastructure. This role requires deep integration with the core network to ensure the delivery of a highly available, secure, and performant voice and video environment. The specialist will be responsible for the entire UC lifecycle, from strategic design to daily operations and troubleshooting, ensuring it aligns with business objectives and SLAs.

Responsibilities-

UC Design & Implementation

• Design, configure, and deploy Cisco UC solutions (CUCM, Unity Connection, IM&P, Expressway, UCCX and Webex).

• Integrate UC systems with core network infrastructure (LAN/WAN) and UC applications.

• Configure Cisco Voice Gateways (ISR/ASR) and implement dial plans (SIP, H.323, MGCP).

• Design and implement end-to-end QoS policies to prioritize voice/video traffic.

• Integration CUCM with MS teams and other third-party UC /VOIP solutions.

• Must have understanding to design Unified UCaaS + CCaaS (UC + Contact Center)

UC Administration & Support

• Provide day-to-day administration, monitoring, and support for all UC applications and endpoints.

• Perform system upgrades, patches, and security hardening for the UC environment.

• Serve as the final point of escalation (Level 2/3) for complex UC and call quality issues.

• Manage user accounts, devices (IP phones, soft clients), and features within Cisco UCM.

• Managing Trunks, CUCM integration with MS Teams, voice gateways, Right Fax, Call accounting software, IP phone background deployment Call center tools and requirements.

Troubleshooting & Optimization

• Troubleshoot and resolve complex issues impacting call connectivity, quality, and collaboration services.

• Utilize packet capture analysis (e.g., Wireshark) and call logs to diagnose problems.

• Apply deep routing (OSPF, EIGRP) and switching (VLAN, STP) knowledge to resolve underlying network issues affecting UC.

• Perform routine system health checks and capacity planning for the UC platform

Documentation & Compliance

• Create and maintain detailed technical documentation for UC and network integration.

• Document configuration standards, network diagrams, and operational procedures.

• Implement and maintain security configurations in line with company policies (e.g., TLS, SRTP).