Senior UC Engineer

Responsibilities:

• Support and administer Cisco Webex Calling and Webex Contact Center platforms in production.
• Manage and support Voice Recording platforms and ensure compliance with recording requirements.
• Support Trading Turret systems (IPC Connexus) for trading floor voice communications.
• Manage relationships and technical coordination with Telecom Service Providers.
• Configure, support, and troubleshoot SIP Trunking connectivity across the environment.
• Lead incident management for UC platform issues, including triage, escalation, and resolution.
• Own vendor escalation processes for Cisco, telecom carriers, and other UC vendors.
• Coordinate with business units and stakeholders on UC service requirements, changes, and incidents.
• Support Red Sky (E911) emergency calling services and compliance requirements.
• Support Microsoft Teams Meetings and related collaboration services.
• Monitor UC platform health using observability and logging tools (Splunk).
• Manage and analyze Call Detail Records (CDR) for reporting, troubleshooting, and compliance.
• Demonstrate flexibility to work weekends and off-hours as needed to support planned engineering changes, maintenance windows, and critical deployments.
• Continuously enhance documentation quality and drive knowledge-sharing practices across the team to reduce tribal knowledge and improve onboarding.
• 10+ years of experience in Unified Communications engineering/support roles.
• Hands-on experience with Cisco Webex Control Hub administration.
• Strong knowledge of Webex Calling and Webex Contact Center architecture.
• Familiarity with voice recording functionality and platforms.
• Knowledge of network connectivity fundamentals as they relate to UC services.
• Basic knowledge of network routing and bandwidth management.
• Experience with UC observability and monitoring practices.
• Experience with Splunk logging for UC platform monitoring.
• Experience with CDR (Call Detail Record) management and analysis.
• Experience with SIP Trunking and Telecom Service Provider coordination.