Supports Tier 2/3 Unified Communications infrastructure for a global workforce, including Cisco CUCM, UCCE, Unity Connection, voice gateways, faxing, and paging systems. Monitors alerts, troubleshoots and resolves incidents, escalates complex issues, and assists with upgrades and implementations. Mentors junior engineers and technicians, assigns tasks, and promotes quality standards. Requires extensive Cisco telephony, VoIP, voice network, LAN/WAN, QoS, MPLS, and SIP experience, plus strong customer service and communication skills.
We are seeking a Unified Communications Engineer to support Staples’ Cisco CUCM and UCCE environments. This role is primarily responsible for providing Tier 2/3 support across all Unified Communications infrastructure serving a global workforce, including voice, fax, and contact center platforms.
The engineer will monitor and respond to system alerts, perform in depth troubleshooting, resolve issues when possible, and escalate to senior team members as needed. This role will also assist with upgrades, implementations, and ongoing support of the following technologies:
Cisco Call Manager (CUCM)
Cisco Contact Center Enterprise (UCCE)
Centralized faxing solutions
Paging systems
This position requires strong technical expertise, solid problem solving skills, and the ability to operate in a fast paced, enterprise environment.
Management Responsibilities
Mentor and support less experienced engineers and technicians.
Provide guidance and assign tasks to team members, ensuring high performance and adherence to quality standards.
Requirements
Basic Qualifications
- Candidate should have exposure in handling and communicating with global clients
- Excellent written and verbal communications skills
- Experience working within large and complex technical environments
- Exceptional customer support skills
- Minimum 6 years working experience configuring and troubleshooting with Cisco Call Manager (Version 12.6 or above), Cisco Unity Connection, Cisco voice gateways and LAN /WAN environments.
- Experience with voice and data services, including hardware and software systems; and diagnostic and trouble shooting skills in VoIP, telephony, voice network, WAN, LAN, QOS, MPLS, and SIP
Preferred Qualifications
- Experience with Cisco Contact Center Enterprise (UCCE)
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