The Cisco Unified Communications Manager
(CUCM) Engineer is responsible for delivering expert -level consultation,
operational management, and technical support across a complex enterprise
Unified Communications (UC) workplace. Acting as a Subject Matter Expert
(SME), the role ensures the stability, performance, and continuous improvement
of Cisco -based voice and collaboration platforms.
This position combines deep technical expertise with strong operational
discipline, supporting incident resolution, system upgrades, security
compliance, and infrastructure projects while contributing to service
optimisation and stakeholder engagement.
Key
Responsibilities
· Provide SME -level support for
CUCM, CIMP, CUC, and CIVR platforms
· Support Cisco Unified Attendant
Console
· Maintain Cisco CUBE and VG
analogue gateways
· Resolve incidents, perform root
cause analysis, and manage user requests
· Raise and manage change
requests aligned to ITIL processes
· Monitor UC systems using VOSS
Insights
· Administer call accounting
systems (CAAB) and generate reports
· Plan and execute annual system
upgrades and lifecycle activities
· Design and develop CIVR scripts
and call flows
· Participate in vulnerability
assessments and remediation
· Support Ubuntu servers and
Wireless Location Systems
· Provide basic Windows Server
and VMware support
· Participate in infrastructure
refresh projects
Required
Qualifications
· Strong experience with Cisco
Unified Communications technologies
· SME -level knowledge of CUCM and
associated platforms
· Strong understanding of VoIP,
SIP, and telephony systems
· Experience with troubleshooting
and incident resolution
· Familiarity with ITIL service
management practices
· Experience with monitoring
tools such as VOSS Insights
· Working knowledge of
Linux/Ubuntu environments
· Basic Windows Server
administration skills
· Exposure to VMware environments
Education
and Certifications
· Bachelor’s degree in IT,
Computer Science, or related field (or equivalent experience)