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 environment 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

· Solid 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)
🏢 Important Company of the Sector
📍 Bengaluru