Job Description

Our Client is seeking a highly skilled and motivated Unified Communications (UC) Analyst to join their dynamic IT team. The ideal candidate will have a strong background in Cisco Unified Communications solutions and a passion for operational excellence. This role is responsible for the daily administration, maintenance, and support of our entire Cisco UC ecosystem, ensuring seamless and reliable communication and collaboration across the organization.

Key Responsibilities

• System Administration & Support: Oversee the daily administration, maintenance, and Tier 2/3 support for all Cisco Unified Communications (UC) infrastructure.
• Core Infrastructure Management: Manage and maintain core call control and messaging platforms, including Cisco Unified Communications Manager (CUCM), Cisco Unity Connection (CUC), and Cisco IM & Presence (IM&P).
• Secure Connectivity: Configure, troubleshoot, and support Cisco Expressway (MRA) for secure remote worker connectivity and B2B video/voice calls.
• Voice Gateway & SBCs: Administer and support Session Border Controllers (SBCs) and voice gateways (e.g., CUBE, ISR G2/G3, VG series) to ensure reliable PSTN connectivity.
• Contact Center Operations: Provide operational support for the Cisco Contact Center (UCCX/UCCE) environment, including basic scripting, agent configuration, and troubleshooting call flow issues.
• Endpoint Management: Deploy, configure, and troubleshoot a wide range of physical and soft endpoints, such as Cisco IP Phones, Jabber, and the Webex App.
• Monitoring & Performance: Proactively monitor system performance, identify potential issues, and implement solutions to ensure high availability and optimal call quality.
• Documentation: Create and maintain comprehensive documentation for system configurations, operational procedures, and troubleshooting guides.
• Operational Excellence: Participate in incident, problem, and change management processes following ITIL best practices to ensure stability and continuous improvement of the UC environment.

Qualifications & Skills

• Experience: 3-5 years of hands-on experience administering and supporting a large-scale Cisco UC environment.
• Technical Expertise:
• Proficiency with CUCM versions 11.x or higher, including bulk administration, dial plan management, and device configuration.
• Solid understanding of Cisco Unity Connection for voicemail administration.
• Experience managing IM&P, Jabber, and Expressway for remote and mobile access.
• Familiarity with voice protocols such as SIP, H.323, MGCP, and SCCP.
• Knowledge of SBCs (e.g., Cisco CUBE, Oracle, or Ribbon) and T1/E1, ISDN PRI, and SIP trunking.
• Experience providing operational support for UCCX or UCCE is highly desirable.
• Certifications: Cisco Certified Network Associate (CCNA) or Cisco Certified Network Professional (CCNP) in Collaboration is strongly preferred.
• Problem-Solving: Excellent analytical and troubleshooting skills with the ability to resolve complex technical issues efficiently.
• Communication: Strong interpersonal and communication skills, with the ability to effectively communicate technical information to both technical and non-technical audiences.
• Teamwork: A proactive, self-motivated team player with a strong commitment to operational excellence and customer service.
•