Position Details:

· Role: Cisco Collaboration Engineer

- Experience: 4–6 Years
- Location: Bangalore, Jayanagar

Role Summary

We are looking for a Cisco Collaboration Engineer to administer, monitor, troubleshoot, and maintain enterprise voice and collaboration environments built on Cisco CUCM, Unity Connection, CUBE, Webex App (UCM Calling), voice recording, and call-recording platforms.

The engineer will support a regulated BFSI client environment spanning Primary and DR data centres and will work within an ITIL-aligned framework covering incident, change, and problem management.

The role requires strong hands-on experience in Cisco Collaboration technologies, SIP, CUBE, CUCM troubleshooting, voice recording, CDR analysis, ISP/carrier coordination, and basic Cisco server/VMware infrastructure knowledge.

Key Responsibilities

1. Call Control and CUCM Administration

- Administer and troubleshoot Cisco Unified Communications Manager (CUCM) 12.x / 14.x / 15.x, with primary focus on CUCM 15.x.
- Manage CUCM clusters across Primary and DR data centres.

- Create and manage

- End users

- Directory Numbers (DNs)

- CSF devices

- IP phones

- Device pools

- Calling Search Spaces (CSS)

- Partitions

- Configure and maintain

- Hunt Pilots

- Hunt Lists

- Line Groups

- Music on Hold (MOH)

- Build and maintain enterprise dial plans.

- Configure and troubleshoot

- Route Patterns

- Translation Patterns

- Route Groups

- Route Lists

- Troubleshoot phone/device registration, call routing, device pool, CSS/partition, and service-related issues.
- Perform CUCM configuration changes in accordance with approved change-management procedures.

2. SIP Trunks, CUBE and ISP/Carrier Connectivity

- Configure and troubleshoot SIP trunks between CUCM, CUBE, and ISP/telecom carrier networks.
- Configure and maintain Cisco CUBE including:
- SIP dial-peers

- Voice classes

- Codec configuration

- SIP profiles

- Translation rules/profiles

- Caller ID manipulation

- SIP header manipulation

- Troubleshoot SIP call flows using CUBE debug outputs, CUCM traces, SIP messages, and logs.
- Analyze SIP signaling including INVITE, 100/180/183 responses, 200 OK, ACK, BYE, SIP error responses, SDP, and RTP/media flow.
- Troubleshoot codec negotiation, DTMF, early media, one-way audio, no-audio, and call setup failures.
- Coordinate with ISP/telecom carriers for SIP trunk provisioning, activation, modification, testing, and troubleshooting.
- Validate ISP/carrier parameters including SIP signaling IPs, RTP/media IPs, required ports, DID/DDI ranges, caller ID, codec requirements, DTMF, concurrent call/session limits, and routing requirements.
- Perform end-to-end SIP trunk testing for inbound and outbound calls.
- Manage carrier/ISP escalations and coordinate resolution of SIP trunk-related incidents.
- Validate SIP trunk failover and redundancy where applicable.

3. Voice Recording and Collaboration Platforms

- Administer and troubleshoot enterprise voice recording and collaboration platforms integrated with Cisco CUCM.
- Support Varint voice recording/collaboration platform and its integration with the Cisco voice environment.
- Troubleshoot recording-related issues including missing recordings, incomplete recordings, audio/recording quality issues, recording integration failures, and call recording availability issues.
- Validate end-to-end call flow between CUCM/CUBE and the voice recording platform.
- Coordinate with application and vendor teams for voice recording-related incidents and issues.
- Support changes and upgrades related to voice recording/collaboration components.

4. CDR / Call Recording / Call Analysis

- Monitor and troubleshoot CUCM CDR/CMR generation and integration.
- Support Telesoft CDR/call-recording platform integration and troubleshooting.




- Perform CDR-based analysis for call failures, call duration, calling/called numbers, call routing, call completion, and voice-related incidents.
- Validate call records against CUCM/CUBE call flows during incident investigations.
- Coordinate with Telesoft/vendor teams for CDR and call-recording issues.
- Support reporting and investigation requirements related to voice calls and call records.

5. Unity Connection and Voicemail

- Administer and troubleshoot Cisco Unity Connection.
- Manage voicemail boxes, users, call handlers, schedules, auto-attendants, voicemail ports, and Message Waiting Indicator (MWI).
- Troubleshoot CUCM–Unity Connection integration.
- Troubleshoot voicemail delivery, MWI, call-handler, and voicemail access issues.
- Support Unity Connection HA and DR activities where applicable.

6. Webex App – UCM Calling

- Support Cisco Webex App in UCM Calling mode.
- Perform user provisioning and configuration.
- Troubleshoot Webex App registration and calling issues, including device registration, authentication, calling, audio/video, UC Service/Profile-related issues, and client connectivity.
- Coordinate with Cisco/Webex support for complex issues.
- Support Webex/UCM changes and upgrades as required.

7. LDAP / Active Directory Integration

- Configure and troubleshoot LDAP/Active Directory integration with CUCM and Unity Connection.
- Manage user synchronization and authentication.
- Troubleshoot LDAP synchronization failures and user provisioning issues.
- Coordinate with AD/Windows teams for directory-related issues.

8. Monitoring and RTMT

- Monitor the Cisco Collaboration environment using Cisco RTMT.
- Monitor CUCM services, device registrations, call activity, performance counters, CPU/memory utilization, alerts, SIP-related issues, and service availability.
- Perform proactive health checks of CUCM, Unity Connection, CUBE, and related collaboration components.
- Collect and analyze CUCM traces and logs for troubleshooting.
- Use RTMT and trace/log analysis for P1/P2 incident investigation.

9. Cisco Server / VMware Infrastructure

- Maintain working knowledge of Cisco UCS/Cisco server infrastructure supporting Cisco Collaboration applications.
- Maintain working knowledge of VMware vSphere/ESXi environments hosting Cisco Collaboration applications.
- Understand VM resources including CPU, memory, virtual NICs, VLANs, datastores, and virtual switches.
- Perform basic infrastructure-level troubleshooting for Cisco Collaboration VMs.
- Identify whether an issue is related to the CUCM/application layer, VM layer, hypervisor, network, or underlying server infrastructure.
- Coordinate with Server/VMware teams for underlying infrastructure issues.
- Understand Cisco Collaboration VM resource requirements, backup/restore considerations, snapshots, and infrastructure dependencies.

10. Incident, Change and Problem Management

- Handle incidents from detection through resolution within defined SLAs.
- Provide technical support for P1/P2 incidents and participate in major incident troubleshooting.
- Perform structured troubleshooting and maintain clear incident timelines.
- Execute planned changes through the approved change-management process.
- Prepare implementation plans, validation steps, rollback plans, and post-change validation.
- Participate in Root Cause Analysis (RCA) and Problem Management for recurring issues.
- Coordinate with Cisco TAC, OEMs, ISP/carriers,



and application vendors when required.
- Maintain proper incident and change documentation.

11. Backup, Certificates, Upgrades and Health Checks

- Perform regular Cisco Disaster Recovery System (DRS) backups and validate backup status.
- Support backup/restore activities as required.
- Manage certificates for CUCM, Unity Connection, CUBE, SIP/TLS, and web services.
- Monitor certificate expiry and coordinate timely renewal.
- Perform routine Cisco Collaboration health checks.
- Support CUCM, Unity Connection, CUBE, and related application patching/upgrades.
- Perform post-upgrade validation and rollback activities when required.
- Maintain Primary and DR workplace readiness.

12. Documentation

- Maintain accurate SOPs, runbooks, configuration records, network/call-flow diagrams, SIP trunk details, ISP/carrier details, escalation matrix, and DR procedures.
- Document troubleshooting procedures and known issues.
- Maintain configuration and operational records for audit requirements.

Required Skills

- 4–6 years of relevant experience in Cisco Collaboration / Unified Communications environments.
- Strong hands-on experience with Cisco CUCM, CUBE, SIP/SIP troubleshooting, Unity Connection, and Cisco RTMT.
- Experience with SIP trunk configuration, troubleshooting, and ISP/telecom carrier coordination.
- Strong understanding of SIP, SDP, RTP, codecs, DTMF, call flows, and voice troubleshooting.
- Experience with CUCM dial plans, device management, call routing, CSS, partitions, route patterns, translation patterns, route groups, route lists, hunt groups, and MOH.
- Experience with Networking and Voice QoS, including VLANs, DNS, DHCP, routing, NAT, DSCP, EF, latency, jitter, and packet loss.
- Experience with CUCM clusters and Primary/DR environments.
- Experience with LDAP / Active Directory integration.
- Experience with Cisco Collaboration backup/restore, certificate management, upgrades, and health checks.
- ITIL-based Incident, Change, Problem Management and RCA experience.
- Experience working with Cisco TAC, OEMs, vendors, and internal infrastructure teams.

Preferred Skills

- Experience with Webex App in UCM Calling mode.
- Experience with voice/call recording platforms.
- Experience with Varint voice recording/collaboration platform.
- Experience with Telesoft CDR/call-recording platform.
- Working knowledge of Cisco UCS/server infrastructure.
- Working knowledge of VMware ESXi/vSphere.
- Experience in BFSI, banking, stock broking, or other regulated environments.
- CCNP Collaboration or equivalent hands-on experience.
- Cisco Expressway and MRA.
- Cisco Emergency Responder.
- SIP over TLS / SRTP.
- Advanced voice QoS troubleshooting.
- CUCM/Unity Connection HA and DR.
- Cisco Collaboration upgrades and migrations.
- Webex Control Hub / Cloud-Connected UC exposure.
- AXL/API or Cisco Collaboration automation exposure.
- Understanding of audit, compliance, and operational controls.
- Experience with ITSM platforms such as Zoho Desk, ServiceNow, or similar.

Qualifications

- Bachelor's degree in Engineering, Computer Science, Information Technology, or a related field.
- Relevant Cisco certifications such as CCNA / CCNP Collaboration are an advantage.
- Equivalent hands-on Cisco Collaboration experience may be considered.

Soft Skills

· Strong analytical and structured troubleshooting approach.

· Clear written and verbal communication.

· Ability to provide concise technical updates during incidents.

· Ability to work under pressure during P1/P2 incidents.

· Strong ownership and accountability.

· Good coordination with customers, ISP/carriers, vendors, Cisco TAC, and internal infrastructure teams.

· Discipline around documentation, change management, and operational processes.

· Ability to work effectively in a regulated BFSI environment.

📌 Cisco Collaboration Engineer (Bengaluru)
🏢 Zybisys Consulting Services
📍 Bengaluru