Senior Unified Communications & Network Engineer

We are seeking a Senior Engineer to lead the support and evolution of the bank’s voice and network infrastructure. This role focuses on maintaining high-availability Cisco Collaboration suites (CUCM/PCCE), integrating modern MS Teams voice solutions, and ensuring the underlying network and security layers are robust. You will act as a bridge between voice applications and core network security.

Key Responsibilities

1. Cisco Voice & Contact Center (Primary Focus)

• Expert Support: Provide L3 support for Cisco Unified Communications Manager (CUCM), Cisco Unity, and Cisco Contact Center (UCCX/PCCE).

• Advanced Routing: Manage and troubleshoot complex voice protocols (SIP, MGCP, H.323) and Cisco Voice Gateways (ISR/VG series).

• System Lifecycle: Drive minor and major patches, version upgrades, and performance tuning for the entire Cisco Voice stack.

2. Modern Collaboration & Compliance

• MS Teams Integration: Support and optimize MS Teams for voice, video, and instant messaging, ensuring high quality of service (QoS) across the network.

• Call Recording: Administer and maintain NICE or Verint recording systems, ensuring 100% compliance for banking interactions and performing regular maintenance patches.

• Webex Support: Manage Webex meeting capabilities and integrated video endpoints.

3. Infrastructure & Security Hardening

• Network Security: Leverage experience with Fortinet (Fortigate Firewalls) to ensure voice traffic is secure and that security vulnerabilities are remediated promptly.

• Cloud Alignment: Utilize Microsoft Azure knowledge to manage any cloud-adjacent infrastructure or identity management related to the communication stack.

• Operational Leadership: Mentor junior staff, acknowledge/resolve tickets within SLA, and document process flows for system transitions.

Requirements

• Experience: 15+ years in IT Infrastructure, with a deep specialization in Cisco Voice/Collaboration.

• Certifications: CCNP Voice/Collaboration is required; Microsoft Azure Administrator or Fortinet certifications are highly preferred.

• Technical Breadth: Strong understanding of LAN/WAN, Firewalling, and Virtualization (VMware/Windows/Linux) as they relate to voice hosting.

• Soft Skills: Excellent stakeholder management skills, with the ability to provide clear status reports on complex technical issues