Position Summary
The Cisco Unified Communications Manager (CUCM) Engineer is responsible for delivering expert-level consultation, operational management, and technical support across a complex enterprise Unified Communications (UC) environment. Acting as a Subject Matter Expert (SME), the role ensures the stability, performance, and continuous improvement of Cisco-based voice and collaboration platforms. This position combines deep technical expertise with strong operational discipline, supporting incident resolution, system upgrades, security compliance, and infrastructure projects while contributing to service optimisation and stakeholder engagement.
Key Responsibilities
· Provide SME-level support for CUCM, CIMP, CUC, and CIVR platforms
· Support Cisco Unified Attendant Console
· Maintain Cisco CUBE and VG analogue gateways
· Resolve incidents, perform root cause analysis, and manage user requests
· Raise and manage change requests aligned to ITIL processes
· Monitor UC systems using VOSS Insights
· Administer call accounting systems (CAAB) and generate reports
· Plan and execute annual system upgrades and lifecycle activities
· Design and develop CIVR scripts and call flows
· Participate in vulnerability assessments and remediation
· Support Ubuntu servers and Wireless Location Systems
· Provide basic Windows Server and VMware support
· Participate in infrastructure refresh projects
Required Qualifications
· Strong experience with Cisco Unified Communications technologies
· SME-level knowledge of CUCM and associated platforms
· Strong understanding of VoIP, SIP, and telephony systems
· Experience with troubleshooting and incident resolution
· Familiarity with ITIL service management practices
· Experience with monitoring tools such as VOSS Insights
· Working knowledge of Linux/Ubuntu environments
· Basic Windows Server administration skills
· Exposure to VMware environments
Education and Certifications
· Bachelor’s degree in IT, Computer Science, or related field (or equivalent experience)
· Cisco CCNP Collaboration (Voice) certification preferred
· Willingness to obtain Cisco certification if not already certified
ITIL Foundation certification desirable