Hiring - Unified Communications (UC) Engineer/Tier 3 Voice - Remote - LongTerm

Hi

Greetings from BizTech Fusion!

We are seeking an experienced Tier 3 Voice / Unified Communications (UC) Engineer to provide advanced technical support and engineering expertise for enterprise voice and collaboration environments. This role serves as the highest level of technical escalation, supporting mission-critical Voice and UC platforms while ensuring high availability, performance, and reliability.

The ideal candidate will have extensive experience with Cisco Unified Communications technologies, Microsoft Teams Voice, SIP trunking, and enterprise telephony infrastructure.

Job Title: Tier 3 Voice / Unified Communications (UC) Engineer
Location: Remote (United States)
Employment Type: Long-Term Contract
Shift Schedule: Wednesday to Saturday 2:00 AM to 12:00 PM

Note: Clearance: who can pass background check, drug screening and gain Public Trust clearance.

Job Description
Key Responsibilities

• Serve as the Tier 3 escalation point for Voice and Unified Communications incidents.
• Design, implement, maintain, and optimize enterprise Voice and UC solutions.
• Troubleshoot complex issues involving voice quality, SIP, call routing, dial plans, and telephony integrations.
• Administer and support Cisco Unified Communications Manager (CUCM), Cisco Unity Connection, Cisco IM & Presence, Cisco Expressway, Microsoft Teams Phone, and Session Border Controllers (SBCs).
• Configure and support SIP trunking, Cisco CUBE, voice gateways, and enterprise telephony systems.
• Perform Root Cause Analysis (RCA) for major incidents and implement preventive solutions.
• Manage upgrades, migrations, patches, and infrastructure enhancements.
• Monitor system performance, availability, and capacity using enterprise monitoring tools.
• Develop and maintain technical documentation, SOPs, and knowledge base articles.
• Collaborate with network, cloud, infrastructure, and security teams to resolve cross-functional issues.
• Participate in change management, release planning, and disaster recovery activities.
• Mentor Tier 1 and Tier 2 engineers by providing technical guidance and best practices.
• Work with vendors, service providers, and carriers to resolve complex technical issues.
• Participate in an on-call rotation supporting critical production environments.

Required Qualifications

• Bachelor's degree in Computer Science, Information Technology, or equivalent work experience.
• 8+ years of enterprise Voice/Unified Communications engineering experience.
• Strong experience with:
  • Cisco Unified Communications Manager (CUCM)
  • Cisco Unity Connection
  • Cisco IM & Presence
  • Cisco Expressway
  • Cisco CUBE
  • Microsoft Teams Phone
• Strong knowledge of:
  • SIP
  • RTP
  • SCCP
  • 323
  • Voice Gateways
  • Dial Plans
  • Call Routing
  • SIP Trunking
• Experience configuring and troubleshooting Session Border Controllers (Oracle, Ribbon, AudioCodes, or Cisco CUBE).
• Solid understanding of networking fundamentals including TCP/IP, DNS, DHCP, QoS, VLANs, routing, switching, and firewalls.
• Experience using RTMT, Wireshark, CDR Analysis, and packet capture tools.
• Working knowledge of ITIL processes including Incident, Problem, Change, and Release Management.

Preferred Qualifications

• Cisco CCNP Collaboration or CCIE Collaboration certification.
• Microsoft Teams Voice or Microsoft 365 certification.
• Experience with Zoom Phone or Webex Calling.
• Experience supporting Cisco UCCE, UCCX, or NICE CXone environments.
• Knowledge of PowerShell, Python, or automation scripting.
• Experience with hybrid and cloud collaboration platforms.

Technical Skills

• Cisco Unified Communications
• Cisco Unified Communications Manager (CUCM)
• Cisco Unity Connection
• Cisco Expressway
• Cisco CUBE
• Microsoft Teams Voice
• SIP & SIP Trunking
• Session Border Controllers (Oracle, Ribbon, AudioCodes)
• Voice Gateways
• QoS
• DNS, DHCP, TCP/IP
• Wireshark
• RTMT
• Active Directory
• VMware
• PowerShell or Python (Preferred)

Desired Soft Skills

• Excellent troubleshooting and analytical abilities.
• Strong written and verbal communication skills.
• Ability to work independently in a fast-paced production environment.
• Strong customer service and stakeholder management skills.
• Experience mentoring junior engineers.
• Ability to manage multiple high-priority incidents simultaneously.

Major Incident Responsibilities

• Lead technical troubleshooting for Priority 1 and Priority 2 production incidents.
• Coordinate resolution efforts with internal teams, vendors, and carriers.
• Provide executive-level incident communication and status updates.
• Conduct post-incident reviews and Root Cause Analysis (RCA).
• Implement corrective and preventive actions to reduce recurring issues.