Operations Engineer - Unified Communications
Core
Specialized Tier 2 engineering escalation point for Webex Dedicated Instance, diagnosing complex voice, video, signaling, and media issues to maintain service health and reliability.
Role type
Senior IC Unified Communications Operations Engineer
Builds
Enterprise-grade cloud calling and collaboration services
Domain
Telecommunications / Unified Communications / Cloud Collaboration
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
SIP signaling analysis, RTP/RTCP media flow troubleshooting, TCP/IP connectivity analysis, log correlation, root cause analysis, controlled environment reproduction, automation scripting
Preferred skills
Cisco collaboration technologies (CUCM, CUC, IM&P, Expressway, CUBE), cloud-hosted managed-service support, Linux administration, virtualization, incident/problem management, formal root-cause analysis
Technologies
Python, Bash, REST APIs, VMware, Cisco Unified Communications Manager, Unity Connection, Expressway, Cisco Unified Border Element
Responsibilities
Analyze SIP signaling, RTP/RTCP media flows, call-control behavior, DNS, routing, and cloud service dependencies; Troubleshoot Cisco collaboration components including CUCM, CUC, IM&P, Expressway, and CUBE; Correlate application logs, platform diagnostics, alarms, packet captures, and service telemetry; Reproduce issues in controlled environments and provide technical evidence; Collaborate with SRE, Product Operations, and Solution Architecture on defects and reliability improvements; Create and maintain troubleshooting guides, knowledge articles, runbooks, and operational standards; Automate repetitive diagnostic and data-collection activities
Seniority
Mid-level, hands-on IC