Dedicated Unified Communications Engineer (Remote)
Company Overview
Waterfield Tech enables companies to select, design, and deploy tailored customer engagement solutions from the world’s leading providers enhanced by cutting edge Applied AI. The results are happier customers, enhanced insights, and lower costs.
Once live, we empower companies to support, optimize, and modernize those solutions and AI applications, leading to lower risk and increased efficiency. Our client-centric process and track record of success have earned the trust of clients around the world when it comes to customer interaction.
We value our people—their diversity, their dedication, and their commitment to customer satisfaction. We encourage each other. We understand the value of hard work and the importance of a healthy balance. We’re all on the same page… even though we may get there from different perspectives. All in all, it’s a pretty cool place to be and we’re growing our global team of engineers, sales professionals, and creative souls.
Position Summary
As a Dedicated Unified Communications Engineer, you will be assigned full-time to a single enterprise client, working remotely as an extension of their internal engineering team. You will design, develop, deploy, and support the client's Unified Communications voice, video, and collaboration networks, with a heavy focus on Cisco Webex Cloud as the client continues its migration to Webex while maintaining a smaller on-premises Cisco UC/UCCX footprint. You will work alongside the client's UC engineering resources to ensure proper delivery of functional systems, troubleshoot voice/video system clusters and endpoints, and respond quickly to software and hardware issues—resolving problems on the spot.
Department: Service
Location: Remote – anywhere in the United States
Schedule: Full-time, 8:00 AM – 5:00 PM Eastern Time (8-hour shift, 40 hours per week), with overtime when necessary
Engagement Term: 12-month client engagement
Salary Range: $110,000 – $120,000 USD annually
Key Responsibilities
- Maintain and administer Cisco telephony equipment, including compute nodes, CUBEs, and circuits, as well as Webex Cloud.
- Deploy and maintain Cisco voice and video products across the entire portfolio, including cloud configuration.
- Design, develop, and build Unified Communications voice, video, and collaboration solutions in support of the client's cloud migration.
- Troubleshoot voice communications problems of varying complexity across UC clusters and endpoints.
- Perform intermediate troubleshooting of VoIP traffic across Cisco switches and routers.
- Analyze raw data and packet captures to isolate and resolve issues.
- Respond quickly to software application and hardware issues and resolve problems on the spot.
- Design and build system integrity and connectivity tests to ensure system availability.
- Monitor the health of associated infrastructure and proactively address issues.
- Serve as technical lead on UC projects, providing technical input to planning and execution.
- Mentor other team members and share technical expertise.
- Collaborate with client stakeholders, project managers, and Waterfield engineering teams to ensure seamless delivery.
- Participate in Tier 2 after-hours and on-call support as part of a team rotation.
- Support after-hours and weekend activities such as installations, testing, maintenance windows, and managed events.
- Create and maintain technical documentation, including diagrams, configurations, and operating procedures.
- Provide status reporting on project, maintenance, and support activities.
Qualifications
- Minimum of 5 years of engineering experience in telecommunications.
- Minimum of 5 years of hands-on technical experience with the Cisco Unified Communications suite of products, as well as Cisco Webex Cloud for voice and video.
- Intermediate understanding of networking, including QoS.
- Intermediate-level technical understanding of:
- Cisco Webex Calling (WxC)
- Cisco Webex Contact Center (WxCC) and Cisco Webex Customer Assist
- Cisco Webex Video and video conferencing, including hardware/endpoints
- Cisco Unified Communications Manager (CUCM) and Cisco Unity Connection
- Voice gateways, routers, and switches
- Cisco CUBE routers and/or other SBC solutions
- Cloud carrier (cloud PSTN) services
- Familiarity with Cisco UCCX is a plus.
- Strong collaborator who delivers a world-class client experience; thrives in a fast-paced, client-focused, team-oriented environment; and executes in a way that encourages creativity and continuous improvement.
- Excellent written and verbal communication skills.
- Bachelor's degree in Computer Science, Engineering, or a related field preferred.
Additional Requirements
- Relevant Cisco certifications preferred (e.g., CCNP Collaboration, Webex certifications).
- Availability to work flexible hours to accommodate after-hours and weekend activities such as installations, testing, and managing events.
- Ability to participate in a Tier 2 after-hours / on-call rotation.
- Ability to work remotely full-time as a dedicated resource to a single client.
- Must reside and work in the United States.
- Ability to work 8:00 AM – 5:00 PM Eastern Time regardless of home time zone, with overtime when necessary.
- Ability to travel to client sites as needed.
Physical Requirements
- Sitting: Ability to be able to sit for long periods of time.
- Lifting: Ability to lift equipment and or tools up to 20 pounds.
- Vision: Normal or corrected vision to read schematics, technical documentation, and screens for extended periods.
- Hearing: Normal or corrected hearing to communicate with colleagues and customers.
Waterfield Tech is proud to be an equal opportunity employer.
Waterfield Tech believes that all persons are entitled to equal employment opportunity and does not discriminate against its Employees or applicants because of race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, citizenship status, disability, protected medical condition, military status, genetic information, or any other basis prohibited by applicable federal, state, or local law. This policy extends to all aspects of our employment practices including, but not limited to, recruiting, hiring, training, discipline, promotion, transfers, compensation, benefits, leaves of absence, termination, and all other terms and conditions of employment.
Skills Required
- At least 5 years of engineering experience in telecommunications
- At least 5 years of hands-on experience with Cisco Unified Communications products and Cisco Webex Cloud for voice and video
- Intermediate understanding of networking, including Quality of Service
- Intermediate technical understanding of Cisco Webex Calling
- Intermediate technical understanding of Cisco Webex Contact Center and Cisco Webex Customer Assist
- Intermediate technical understanding of Cisco Webex Video, video conferencing, and related hardware/endpoints
- Intermediate technical understanding of Cisco Unified Communications Manager and Cisco Unity Connection
- Intermediate technical understanding of voice gateways, routers, and switches
- Intermediate technical understanding of Cisco CUBE routers or other SBC solutions
- Intermediate technical understanding of cloud carrier and cloud PSTN services
- Strong collaboration and client-service skills
- Excellent written and verbal communication skills
- Availability for flexible hours, after-hours and weekend activities, and Tier 2 on-call rotation
- Ability to work remotely as a dedicated resource for a single client
- Must reside and work in the United States
- Ability to work 8:00 AM to 5:00 PM Eastern Time, with overtime when necessary
- Ability to travel to client sites as needed
- Familiarity with Cisco UCCX
- Bachelor's degree in Computer Science, Engineering, or a related field
- Relevant Cisco certifications, such as CCNP Collaboration or Webex certifications
What We Do
Waterfield Tech is a global customer-experience and contact-center technology and services provider. It helps organizations improve customer engagement through applied AI, CX strategy and modernization, contact-center operations, cloud migrations, workforce optimization, analytics, and managed services. The company integrates people, processes, data, and technology, and delivers consulting, implementation, and support for enterprise clients across industries, including financial services, healthcare, government, education, and retail.
