Job Summary:
The Senior UCC Engineer, based in Algosystems in Athens Greece, will join our team and support complex enterprise Unified Communications and Contact Center environments. The ideal candidate will possess deep technical expertise in Cisco Collaboration technologies, strong troubleshooting capabilities in VoIP and telephony systems, and the ability to manage complex technical escalations across customer infrastructures.
What You Will Do:
The role requires a hands-on engineer capable of supporting business-critical voice services, diagnosing complex incidents, and ensuring the seamless operation of large-scale communication platforms.
Requirements
Job Responsibilities
- Provide advanced technical support, troubleshooting, and maintenance for enterprise Unified Communications and Contact Center solutions.
- Diagnose and resolve complex issues related to VoIP, SIP signaling, RTP, call routing, voice quality, and telephony infrastructure.
- Support, administer, and optimize Cisco Collaboration platforms, including IP telephony systems, voice gateways, contact center solutions, and IVR environments.
- Troubleshoot and maintain IVR scripts, call flows, voice prompts, and telephony integrations.
- Perform deep technical analysis and root cause investigation for critical incidents and service disruptions.
- Act as an escalation point for complex technical issues and collaborate with internal teams, vendors, and customers for effective resolution.
- Conduct remote maintenance and support for customer environments.
- Ensure high availability, service continuity, and performance across critical communication systems.
- Manage incidents, service requests, and problem records through ticketing systems while meeting SLA commitments.
- Participate in service improvement initiatives and propose technical enhancements to improve platform stability and efficiency.
Qualifications and Work Experience
- Bachelor’s degree in Computer Science, Telecommunications, Information Technology, or a related field.
- Minimum 5 years of hands-on experience in Unified Communications, VoIP Engineering, or UCC support.
- Strong hands-on experience with Cisco Collaboration technologies.
- Required certification: CCNP Collaboration.
- CCIE Collaboration certification will be considered a strong advantage.
- Strong expertise in:
- VoIP architecture
- SIP / RTP protocols
- Call routing and signaling
- IP Telephony
- Contact Center technologies
- IVR systems
- Strong experience troubleshooting complex enterprise voice environments.
- Ability to handle high-severity incidents and complex technical escalations.
- Strong analytical and problem-solving skills.
- Excellent communication and stakeholder management skills.
- Fluency in Greek and English.
Benefits
What We Offer:
- Competitive remuneration package.
- Private medical and life insurance.
- Training and development opportunities within a market-leading, fast growing organization
- Exposure to a multinational environment and global teams.
- A collaborative and inclusive workplace culture focused on innovation and growth.
If you want to be part of one of the top leading software firms in the FinTech industry internationally, we want to hear from you!
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About Profile Software
Profile Software is a leading international software solutions provider with over 30 years of experience in the FinTech industry. With presence in major financial centers across Europe, the Middle East, America, Asia, and Africa, we deliver innovative, scalable, and award-winning solutions to financial institutions worldwide.
Profile Software is listed on the Athens Stock Exchange and continues to grow rapidly, driven by continuous investment in technology and people.
Skills Required
- Bachelor's degree in Computer Science, Telecommunications, Information Technology, or related field.
- Minimum 5 years hands-on experience in Unified Communications, VoIP Engineering, or UCC support.
- Strong hands-on experience with Cisco Collaboration technologies.
- CCNP Collaboration certification.
- CCIE Collaboration certification.
- Expertise in VoIP architecture, SIP and RTP protocols, and call routing/signaling.
- Experience with IP telephony, voice gateways, contact center technologies, and IVR systems.
- Proven ability to troubleshoot complex enterprise voice environments and perform root cause analysis for critical incidents.
- Experience managing incidents and service requests via ticketing systems and meeting SLA commitments.
- Strong analytical, problem-solving, communication, and stakeholder management skills.
- Fluency in Greek and English.
What We Do
Founded in 1990, Profile Software is a specialised financial software solutions provider with offices in key financial centers and a presence in 50+ countries across Europe, the Middle East, Asia, Africa and the Americas delivering market-proven solutions to the Investment Management and Banking industries. Profile Software is recognised as an established and trusted partner by international industry-specific advisory firms.
