Senior Unified Communications Operations Engineer

Senior UC Operations Engineer

Required Qualifications • 7-10 years of enterprise Cisco Unified Communications operations experience. • Expert-level proficiency with CUCM, Unity Connection, SIP trunking, Oracle SBC, and Microsoft Teams Direct Routing. • Advanced understanding of SIP protocol, RTP/SRTP, QoS, codec negotiation, and call flow analysis. • Proven experience leading P1/P0 enterprise voice incident response. • Strong understanding of ITIL change management and CAB governance. • Experience operating within regulated banking or financial services environments. • Experience developing automation tools with YAML, Python, and Microsoft Power Platform. • Experience with creating operational metrics dashboards (Power BI or similar). Key Responsibilities • Lead advanced troubleshooting for P1/P0 incidents and serve as primary escalation point for complex voice outages. • Oversee MACD and service request execution, ensuring SLA adherence and quality control. • Perform deep SIP call flow analysis, SBC diagnostics, codec troubleshooting, and carrier escalations. • Validate and optimize dial plans, routing logic, and redundancy configurations. • Support Oracle SBC configuration management and Microsoft Teams Direct Routing integrations. • Drive root cause analysis (RCA) and long-term remediation strategies for recurring issues. • Lead system patching, firmware upgrades, and major version migrations. • Ensure high availability, failover validation, and disaster recovery readiness. • Enforce change governance, CAB standards, and audit traceability requirements. • Mentor L2 engineers and contribute to operational maturity initiatives. Additional L3 Operations Responsibilities • Resolve the most complex issues escalated from L1/L2 requiring deep technical diagnostics. • Perform packet-level analysis using Wireshark and advanced SIP ladder interpretation. • Coordinate with carriers and vendors for high-severity escalations. • Review and approve production-impacting configuration changes. • Identify systemic risks and implement proactive service improvements. • Support capacity planning and performance tuning initiatives.