Systems Architect - Unified Communications Specialist

Overview

Systems Architect - Unified Communications Specialist

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 related 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 and video traffic.
• Integrate CUCM with Microsoft Teams and other third-party UC/VoIP solutions.
• Demonstrate an understanding of unified UCaaS + CCaaS (UC + Contact Center) design principles.

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.
• Administer trunks, voice gateways, integrations with MS Teams, call accounting software, IP phone deployments, and call center tools.

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 organizational policies (e.g., TLS, SRTP).

Experience & Education

• 10+ years of overall work experience, including 5+ years in IT infrastructure with a minimum of 3 years specializing in Cisco Unified Communications.
• Bachelor’s degree in Computer Science, Information Technology, Electronics and Telecommunications, or a related field.
• Cisco Certified Network Professional Collaboration (CCNP Collaboration) is highly preferred.
• Cisco Certified Network Associate (CCNA) is the mandatory minimum requirement.
• CCIE Collaboration will be a significant advantage.

Required Skillsets

• Expert-level knowledge of Cisco Unified Communications Manager (CUCM) and Unity Connection.
• Strong proficiency in voice protocols (SIP, H.323, MGCP) and codecs.
• In-depth understanding of LAN/WAN principles and their impact on real-time communications.
• Excellent analytical and problem-solving skills for complex, multi-layered issues.
• Strong communication skills to interact with team members and non-technical stakeholders.
• Ability to work independently and manage multiple priorities in a fast-paced environment.
• Working knowledge of Call Accounting Software and Call Center Quality monitoring tools.
• Familiarity with mission-critical services such as TETRA radio communication/Push-to-Talk services is a plus.
• Proficiency with PSTN Trunks, VoIP, and Video Conferencing protocols.