About the Role
A Service Desk UC Engineer / Cisco Voice Engineer provides 1st and 2nd-line support for Unified Communications and Contact Centre infrastructure across a multi-vendor environment.
The role is grounded in Cisco UC/CC technology (CUCM, Webex Contact Center) with exposure to other platforms in use across our customer base, including Zoom, AWS Connect, Genesys and Microsoft Teams. This role focuses on day-to-day incident resolution, moves/adds/changes and monitoring, working closely with senior engineers to build capability across the full platform stack
Work Set-up: 100% Work from home
Work Schedule: Early Day Shift - 6:30 AM to 3:30 PM Philippine Time (aligned with Australian Business Hours)
Note: With reactive on-call support as required
What You'll Do (Duties and Responsibilities)
- Respond to and resolve incidents and service requests relating to UC and contact centre platforms, including call quality, voicemail, call routing and agent/queue issues
- Perform routine administration such as user provisioning, number/extension assignment, call queue and auto-attendant configuration, and handset/softphone deployment
- Monitor UC/CC infrastructure health (call managers, gateways, SIP trunks, contact centre platforms) and escalate anomalies before they impact service
- Log, triage, and prioritise tickets in line with SLAs, and keep clients updated on progress
- Carry out basic moves/adds/changes (MACs) to dial plans, hunt groups, routing, and voicemail settings under change control
- Support customers across a range of platforms (Zoom, AWS Connect, Genesys, MS Teams, Webex Contact Center), applying core UC/CC principles learned on Cisco to unfamiliar systems
- Escalate complex design, integration, or root-cause issues to senior engineers, providing clear documentation of steps already taken
- Maintain accurate ticket notes, knowledge base articles, and standard operating procedures
- Participate in an on-call/after-hours support roster (if needed)
What You Bring (Skills, Qualifications or Experience)
- Must have at least 2-3 years of experience supporting Cisco UC/CC platforms(CUCM, Webex, Webex Contact Center).
- Solid understanding of core UC/CC concepts(SIP, dial plans, call routing, PSTN connectivity, voicemail, IVR, queues) that transfer across vendors
- Strong troubleshooting and ticket-handling discipline within SLA-driven environments
- Clear, client-facing communication skills, including the ability to explain technical issues in plain terms
- Ability to follow documented procedures and escalate appropriately rather than working outside scope
- Willingness to learn across a multi-vendor stack under the mentorship of senior engineers, with a pathway toward senior engineer roles
- Exposure to Zoom, AWS Connect, Genesys, MS Teams or Webex Contact Center is a strong advantage but not essential
- ITIL awareness (service desk, incident/change management) highly regarded
