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.