Job Title: UCC Engineer (Unified Communications & Collaboration)
Location: Ahmedabad, Gujarat
Shift Timing: 3–8 Years
About the Role
We are looking for a skilled and customer-focused UCC Engineer to join our technology team in Ahmedabad. The ideal candidate will have hands-on experience in Unified Communications, VoIP, collaboration technologies, and network infrastructure.
The role will be responsible for providing technical support, troubleshooting, configuration, and maintenance of enterprise communication and collaboration platforms. The successful candidate will work closely with internal teams, customers, and vendors to ensure high availability and performance of voice and collaboration services.
Key Responsibilities
- Configure, monitor, troubleshoot, and maintain Unified Communications and VoIP infrastructure.
- Provide technical support for voice, video, and collaboration platforms.
- Troubleshoot issues related to SIP, VoIP, IP telephony, call routing, and voice quality.
- Monitor and resolve incidents related to communication and collaboration services.
- Perform root-cause analysis and implement permanent solutions for recurring issues.
- Work with network teams to troubleshoot connectivity, routing, QoS, and voice-related network issues.
- Support the deployment and maintenance of enterprise voice and collaboration solutions.
- Coordinate with technology vendors and third-party support teams for complex technical issues.
- Maintain accurate documentation of configurations, incidents, changes, and troubleshooting procedures.
- Participate in change management, incident management, and problem management processes.
- Ensure adherence to SLA requirements and provide timely updates to customers and stakeholders.
- Support upgrades, migrations, and implementation projects related to UCC environments.
Required Skills & Experience
- 3+ years of experience in Unified Communications / VoIP / Collaboration Engineering.
- Strong understanding of VoIP and SIP protocols.
- Experience with IP Telephony and Unified Communications platforms.
- Good knowledge of TCP/IP, DNS, DHCP, VLANs, routing, and switching.
- Understanding of QoS and network performance for voice and real-time communication.
- Experience troubleshooting voice quality issues such as latency, jitter, and packet loss.
- Knowledge of network security and firewall concepts.
- Strong troubleshooting and analytical skills.
- Experience working with ticketing and monitoring systems.
- Excellent communication and customer-handling skills.
Good to Have
- Experience with Cisco Unified Communications / CUCM.
- Knowledge of Cisco UCC / Contact Center technologies.
- Experience with Microsoft Teams / Teams Phone.
- Experience with Webex and other collaboration platforms.
- Knowledge of SBC (Session Border Controller).
- Experience with Cisco CUBE.
- Knowledge of Microsoft Teams Direct Routing.
- Experience with Avaya, Mitel, or other enterprise telephony platforms.
- Relevant certifications such as CCNA, CCNP Collaboration, CCNP Enterprise, or Microsoft certifications.
- Experience working in an MSP or managed services environment.
Key Competencies
- Strong problem-solving and troubleshooting capabilities.
- Customer-focused approach with excellent communication skills.
- Ability to work independently and collaboratively with cross-functional teams.
- Ability to manage multiple incidents and priorities in a fast-paced environment.
- Strong ownership and accountability for assigned tasks.
- Willingness to work in shifts or participate in an on-call/24×7 support rotation, if required.
