MS Engineer (L3)

• Design, deploy, configure, and maintain Polycom, Cisco Unified Communications systems, including CUCM (Cisco Unified Communications Manager), Cisco Contract Center,Cisco Webex, and Voice Recording
• Manage and support Cisco voice gateways, session border controllers (SBCs), and IP telephony endpoints (phones, video devices)
• Implement and troubleshoot VoIP protocols: SIP, H.323, MGCP, SCCP
• Monitor UC system performance, perform capacity planning, and maintain high availability
• Perform software upgrades, patches, and backups of UC systems
• Provide L2/L3 support for UC incidents, escalations, and change management
• Integrate UC with other infrastructure (Active Directory, DNS, Certificates, Network)
• Work closely with network, security, and operations teams to ensure QoS, redundancy, and security of voice traffic
• Develop and maintain documentation: dial plans, call flow diagrams, run-books, and procedures
• Provide training and support to users and junior engineers
• Participate in UC-related projects: migrations, voice-data convergence, UC-cloud integration, etc.

• Bachelor’s degree in Computer Science, Information Technology, Telecommunications, or equivalent work experience
• Minimum 7 years of hands-on experience with Polycom, Cisco UC technologies (CUCM, UCCX, Webex, voice recording, etc.)
• Strong knowledge of VoIP protocols: SIP, H.323, MGCP, SCCP
• Experience with Cisco voice gateways, SBCs, and integrated dial-plan design
• Solid understanding of networking (routing, switching) and how it applies to voice (QoS, VLAN, NAT)
• Experience with clustering, redundancy, and fault tolerance in UC infrastructure
• Proficiency in UC system monitoring and troubleshooting tools (e.g. RTMT, logs)
• Good communication skills (English), documentation and planning abilities
• Ability to work with cross-functional teams, escalate issues, and manage projects

Certifications preferred: CCNP Collaboration or equivalent