Senior Unified Communications Engineer

Company: DXC Technology –

WebSite: Riyadh, Saudi Arabia

Job Description:**Unified Communications Engineer – Job Description**

The Unified Communications (UC) Engineer is responsible for the comprehensive support, configuration, and administration of enterprise-level communication systems. This encompasses IP telephony, video conferencing, instant messaging, and voicemail platforms. The primary objective of this role is to ensure the continuous high availability and optimal performance of all UC services. The UC Engineer will provide Level 2 support for escalated incidents, collaborating closely with Level 3 engineers and external vendors to resolve complex issues.

**Key Responsibilities:**

* Installation, configuration, and maintenance of Cisco Unified Communications Manager (CUCM) clusters, including user and device provisioning, dial plan management, call routing configurations, and gateway administration.
* Provision of support for Cisco Unified Contact Center Express (UCCX) environments, encompassing script modifications, resolution of agent and supervisor desktop issues, and generation of basic reports.
* Management and troubleshooting of call recording solutions integrated with CUCM and UCCX.
* Administration and support of Instant Messaging & Presence services, with a focus on Cisco Jabber and its integration with CUCM.
* Provision of support and troubleshooting for Cisco Webex (Meetings, Calling, Messaging), including assistance with scheduling, host controls, and general connectivity issues.
* Provision of user support and basic administration for Microsoft Teams features related to calling, meetings, and collaboration. Understanding and assistance with interoperability between Cisco UC and Microsoft Teams are required.
* Diagnosis and resolution of complex voice, video, and collaboration issues across all UC platforms, including call quality problems, registration issues, and feature malfunctions.
* Proactive monitoring of the health, performance, and capacity of UC systems utilizing appropriate monitoring tools.
* Creation and maintenance of comprehensive documentation detailing UC configurations, procedures, and troubleshooting steps.
* Provision of technical support and guidance to end-users on the proper utilization of UC applications and devices.

**Essential Qualifications:**

* Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent practical experience is required.
* A minimum of five (5) years of hands-on experience in supporting and maintaining Unified Communications systems.
* Demonstrable expertise in Cisco Unified Communications Manager (CUCM) administration.
* Familiarity with Cisco Unified Contact Center Express (UCCX) at a support level.
* Experience with call recording solutions.
* Proficiency with Cisco Jabber and Cisco Webex.
* Fundamental understanding of Microsoft Teams functionalities, particularly those pertaining to voice and meetings.
* Knowledge of SIP, H.323, and MGCP protocols.
* Exceptional analytical and problem-solving skills.
* Superior communication and interpersonal skills.
* Cisco CCNA Collaboration certification is considered advantageous.

**Language Proficiency:**

* English – C2 Proficient.

**DXC Technology – Our Commitment**

DXC Technology values strong connections and community as integral components of its success. Our work model prioritizes in-person collaboration while providing flexibility to promote wellbeing, productivity, individual work styles, and life circumstances. We are dedicated to cultivating an inclusive environment where all employees can thrive.

**Recruitment Fraud Awareness:**

Please be aware of recruitment fraud schemes, which involve fictitious job opportunities offered through online services or unsolicited emails purporting to be from DXC Technology. These communications may request personal information or payments as part of an illegitimate recruiting process. DXC Technology does not extend offers of employment via social media networks and will never request money or payments from applicants at any stage of the recruitment process, nor will we ask a job seeker to purchase IT or other equipment on our behalf. Additional information regarding employment scams is available [here – *link to appropriate fraud information page*].

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