Cisco Collaboration Engineer

Position Details:

• Role: Cisco Collaboration Engineer Experience: 4–6 Years Location: Bangalore, Jayanagar Role Summary We are looking for a Cisco Collaboration Engineer to administer, monitor, troubleshoot, and maintain enterprise voice and collaboration environments built on Cisco CUCM, Unity Connection, CUBE, Webex App (UCM Calling), voice recording, and call-recording platforms. The engineer will support a regulated BFSI client environment spanning Primary and DR data centres and will work within an ITIL-aligned framework covering incident, change, and problem management. The role requires strong hands-on experience in Cisco Collaboration technologies, SIP, CUBE, CUCM troubleshooting, voice recording, CDR analysis, ISP/carrier coordination, and basic Cisco server/VMware infrastructure knowledge.

Key Responsibilities

1. Call Control and CUCM Administration Administer and troubleshoot Cisco Unified Communications Manager (CUCM) 12.x / 14.x / 15.x, with primary focus on CUCM 15.x. Manage CUCM clusters across Primary and DR data centres. Create and manage: End users Directory Numbers (DNs) CSF devices IP phones Device pools Calling Search Spaces (CSS) Partitions Configure and maintain: Hunt Pilots Hunt Lists Line Groups Music on Hold (MOH) Build and maintain enterprise dial plans. Configure and troubleshoot: Route Patterns Translation Patterns Route Groups Route Lists Troubleshoot phone/device registration, call routing, device pool, CSS/partition, and service-related issues. Perform CUCM configuration changes in accordance with approved change-management procedures.
2. SIP Trunks, CUBE and ISP/Carrier Connectivity Configure and troubleshoot SIP trunks between CUCM, CUBE, and ISP/telecom carrier networks. Configure and maintain Cisco CUBE including: SIP dial-peers Voice classes Codec configuration SIP profiles Translation rules/profiles Caller ID manipulation SIP header manipulation Troubleshoot SIP call flows using CUBE debug outputs, CUCM traces, SIP messages, and logs. Analyze SIP signaling including INVITE, 100/180/183 responses, 200 OK, ACK, BYE, SIP error responses, SDP, and RTP/media flow. Troubleshoot codec negotiation, DTMF, early media, one-way audio, no-audio, and call setup failures. Coordinate with ISP/telecom carriers for SIP trunk provisioning, activation, modification, testing, and troubleshooting. Validate ISP/carrier parameters including SIP signaling IPs, RTP/media IPs, required ports, DID/DDI ranges, caller ID, codec requirements, DTMF, concurrent call/session limits, and routing requirements. Perform end-to-end SIP trunk testing for inbound and outbound calls. Manage carrier/ISP escalations and coordinate resolution of SIP trunk-related incidents. Validate SIP trunk failover and redundancy where applicable.
3. Voice Recording and Collaboration Platforms Administer and troubleshoot enterprise voice recording and collaboration platforms integrated with Cisco CUCM. Support Varint voice recording/collaboration platform and its integration with the Cisco voice environment. Troubleshoot recording-related issues including missing recordings, incomplete recordings, audio/recording quality issues, recording integration failures, and call recording availability issues. Validate end-to-end call flow between CUCM/CUBE and the voice recording platform. Coordinate with application and vendor teams for voice recording-related incidents and issues. Support changes and upgrades related to voice recording/collaboration components.
4. CDR / Call Recording / Call Analysis Monitor and troubleshoot CUCM CDR/CMR generation and integration. Support Telesoft CDR/call-recording platform integration and troubleshooting. Perform CDR-based analysis for call failures, call duration, calling/called numbers, call routing, call completion, and voice-related incidents. Validate call records against CUCM/CUBE call flows during incident investigations. Coordinate with Telesoft/vendor teams for CDR and call-recording issues. Support reporting and investigation requirements related to voice calls and call records.
5. Unity Connection and Voicemail Administer and troubleshoot Cisco Unity Connection. Manage voicemail boxes, users, call handlers, schedules, auto-attendants, voicemail ports, and Message Waiting Indicator (MWI). Troubleshoot CUCM–Unity Connection integration. Troubleshoot voicemail delivery, MWI, call-handler, and voicemail access issues. Support Unity Connection HA and DR activities where applicable.
6. Webex App – UCM Calling Support Cisco Webex App in UCM Calling mode. Perform user provisioning and configuration. Troubleshoot Webex App registration and calling issues, including device registration, authentication, calling, audio/video, UC Service/Profile-related issues, and client connectivity. Coordinate with Cisco/Webex support for complex issues. Support Webex/UCM changes and upgrades as required.
7. LDAP / Active Directory Integration Configure and troubleshoot LDAP/Active Directory integration with CUCM and Unity Connection. Manage user synchronization and authentication. Troubleshoot LDAP synchronization failures and user provisioning issues. Coordinate with AD/Windows teams for directory-related issues.
8. Monitoring and RTMT Monitor the Cisco Collaboration environment using Cisco RTMT. Monitor CUCM services, device registrations, call activity, performance counters, CPU/memory utilization, alerts, SIP-related issues, and service availability. Perform proactive health checks of CUCM, Unity Connection, CUBE, and related collaboration components. Collect and analyze CUCM traces and logs for troubleshooting. Use RTMT and trace/log analysis for P1/P2 incident investigation.
9. Cisco Server / VMware Infrastructure Maintain working knowledge of Cisco UCS/Cisco server infrastructure supporting Cisco Collaboration applications. Maintain working knowledge of VMware vSphere/ESXi environments hosting Cisco Collaboration applications. Understand VM resources including CPU, memory, virtual NICs, VLANs, datastores, and virtual switches. Perform basic infrastructure-level troubleshooting for Cisco Collaboration VMs. Identify whether an issue is related to the CUCM/application layer, VM layer, hypervisor, network, or underlying server infrastructure. Coordinate with Server/VMware teams for underlying infrastructure issues. Understand Cisco Collaboration VM resource requirements, backup/restore considerations, snapshots, and infrastructure dependencies.
10. Incident, Change and Problem Management Handle incidents from detection through resolution within defined SLAs. Provide technical support for P1/P2 incidents and participate in major incident troubleshooting. Perform structured troubleshooting and maintain clear incident timelines. Execute planned changes through the approved change-management process. Prepare implementation plans, validation steps, rollback plans, and post-change validation. Participate in Root Cause Analysis (RCA) and Problem Management for recurring issues. Coordinate with Cisco TAC, OEMs, ISP/carriers, and application vendors when required. Maintain proper incident and change documentation.
11. Backup, Certificates, Upgrades and Health Checks Perform regular Cisco Disaster Recovery System (DRS) backups and validate backup status. Support backup/restore activities as required. Manage certificates for CUCM, Unity Connection, CUBE, SIP/TLS, and web services. Monitor certificate expiry and coordinate timely renewal. Perform routine Cisco Collaboration health checks. Support CUCM, Unity Connection, CUBE, and related application patching/upgrades. Perform post-upgrade validation and rollback activities when required. Maintain Primary and DR environment readiness.
12. Documentation Maintain accurate SOPs, runbooks, configuration records, network/call-flow diagrams, SIP trunk details, ISP/carrier details, escalation matrix, and DR procedures. Document troubleshooting procedures and known issues. Maintain configuration and operational records for audit requirements.

Required Skills

4–6 years of relevant experience in Cisco Collaboration / Unified Communications environments. Strong hands-on experience with Cisco CUCM, CUBE, SIP/SIP troubleshooting, Unity Connection, and Cisco RTMT. Experience with SIP trunk configuration, troubleshooting, and ISP/telecom carrier coordination. Strong understanding of SIP, SDP, RTP, codecs, DTMF, call flows, and voice troubleshooting.

Experience with CUCM dial plans, device management, call routing, CSS, partitions, route patterns, translation patterns, route groups, route lists, hunt groups, and MOH. Experience with Networking and Voice QoS, including VLANs, DNS, DHCP, routing, NAT, DSCP, EF, latency, jitter, and packet loss. Experience with CUCM clusters and Primary/DR environments.

Experience with LDAP / Active Directory integration. Experience with Cisco Collaboration backup/restore, certificate management, upgrades, and health checks. ITIL-based Incident, Change, Problem Management and RCA experience. Experience working with Cisco TAC, OEMs, vendors, and internal infrastructure teams.

Preferred Skills

Experience with Webex App in UCM Calling mode. Experience with voice/call recording platforms. Experience with Varint voice recording/collaboration platform. Experience with Telesoft CDR/call-recording platform. Working knowledge of Cisco UCS/server infrastructure. Working knowledge of VMware ESXi/vSphere. Experience in BFSI, banking, stock broking, or other regulated environments.

CCNP Collaboration or equivalent hands-on experience. Cisco Expressway and MRA. Cisco Emergency Responder. SIP over TLS / SRTP. Advanced voice QoS troubleshooting. CUCM/Unity Connection HA and DR. Cisco Collaboration upgrades and migrations. Webex Control Hub / Cloud-Connected UC exposure. AXL/API or Cisco Collaboration automation exposure.

Understanding of audit, compliance, and operational controls. Experience with ITSM platforms such as Zoho Desk, ServiceNow, or similar.

Qualifications

Bachelor's degree in Engineering, Computer Science, Information Technology, or a related field. Relevant Cisco certifications such as CCNA / CCNP Collaboration are an advantage. Equivalent hands-on Cisco Collaboration experience may be considered. Soft Skills

• Strong analytical and structured troubleshooting approach.
• Clear written and verbal communication.
• Ability to provide concise technical updates during incidents.
• Ability to work under pressure during P1/P2 incidents.
• Strong ownership and accountability.
• Good coordination with customers, ISP/carriers, vendors, Cisco TAC, and internal infrastructure teams.
• Discipline around documentation, change management, and operational processes.
• Ability to work effectively in a regulated BFSI environment.