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.