Sr. Engineer II - Cisco Voice & Unified Communications

Core Responsibilities

• Design, implement, and support Cisco Unified Communications environments including CUCM, Unity Connection, IM & Presence, and Expressway
• Design, implement, and support Microsoft Teams Voice solutions including Calling Plans, Operator Connect, Direct Routing, Auto Attendants, Call Queues, and Voice Policies
• Lead and execute Cisco UC to Microsoft Teams Voice migrations, including coexistence planning, device strategy, number porting, and phased cutovers
• Provide Tier 3 / Tier 4 escalation support for complex voice incidents and performance issues
• Troubleshoot SIP signaling, media flow, call quality, and interoperability issues across Cisco and Microsoft platforms
• Integrate and support PSTN carriers, SIP trunks, SBCs, and E911 solutions
• Develop and maintain technical documentation including designs, diagrams, standards, and operational runbooks
• Participate in change management, incident management, and problem management processes
• Collaborate with network, security, and cloud engineering teams to ensure end-to-end solution integrity
• Assist with mentoring and knowledge transfer to other engineers within the practice
• Participate in on-call rotations and after-hours support as required

Position Requirements

• Formal Education & Certification: Four-year university degree or college diploma in Computer Science or a related field and/or 8–10+ years of equivalent experience.
• Cisco CCNP Collaboration (or CCIE Collaboration)
• Microsoft Teams Administrator Associate
• Microsoft 365 or Collaboration-focused certifications
• ITIL (Managed Services process alignment) Knowledge & Experience: 8–10+ years of experience supporting enterprise voice and Unified Communications environments
• Exceptional technical knowledge of Cisco Unified Communications platforms including CUCM, Unity Connection, IM & Presence, and Expressway
• Strong experience with Microsoft Teams Phone architecture, policies, and call routing models
• Hands-on experience with Cisco-to-Teams Voice migrations and hybrid coexistence scenarios
• Strong understanding of voice protocols and technologies including SIP, RTP, SRTP, TLS, codecs, and QoS
• Experience integrating SIP trunks, PSTN carriers, SBCs, and emergency calling solutions
• Ability to independently design and implement complex voice solutions across multiple client environments
• Strong troubleshooting, documentation, and communication skills