Unified Communications Engineer

3 weeks ago

Islamabad, Islamabad, Pakistan Mobiz IT Full time
About Mobiz

Mobiz is an information technology firm, and we do three things exceptionally well: cloud and network automation, digital transformation, and data protection. Double-digit growth year-over-year has driven us to grow our team and ensure we stay ahead of the curve.

What Can You Expect?

Every day at Mobiz we work with a deep sense of purpose. We continuously innovate. Our mission is to empower our clients to do more through transformation. You'll work in a collaborative environment alongside highly talented people that improve client operations and exceed expectations. We strive to simplify technology challenges, and no less.

Who Are We Looking For?

We are seeking a skilled and proactive Unified Communications Engineer with strong experience in Webex Contact Center to join our team. In this role, you will be responsible for the design, implementation, and support of VoIP infrastructure and cloud-based contact center solutions, with a primary focus on Cisco Webex Contact Center.

Key Responsibilities
  • Design, configure, and maintain Webex Contact Center platform and integrations with other enterprise systems (CRM, call recording, etc.)
  • Manage call flows, IVRs, routing strategies, and agent profiles within the Webex Contact Center environment
  • Monitor and troubleshoot VoIP quality and call routing issues using tools like Control Hub, Webex Analyzer, or third-party monitoring platforms
  • Lead VoIP and Contact Center-related project implementations, migrations, or upgrades
  • Coordinate with Cisco TAC and vendors for support and escalations
  • Ensure high availability and security compliance across voice and contact center systems
  • Generate performance reports and implement improvements to meet SLAs and KPIs
  • Train and support end users, supervisors, and admins on Webex Contact Center features

Qualifications And Skills
  • Bachelor's degree in IT, Telecommunications, or a related field (or equivalent experience)
  • 3+ years of experience in VoIP engineering or Unified Communications, with a focus on cloud-based contact centers
  • Hands-on experience with Cisco Webex Contact Center (or Webex CC Enterprise), including Control Hub administration
  • Solid understanding of SIP, RTP, QoS, and VoIP protocols
  • Experience integrating Webex Contact Center with tools like Salesforce, Zendesk, or MS Dynamics
  • Familiarity with PSTN connectivity (CUBE, SIP trunks, SBCs)
  • Cisco certifications (CCNP Collaboration, Webex Contact Center Specialist)
  • Experience with Cisco Unified Communications Manager (CUCM), CUBE, and SBCs(Audiocodes/Sonus/Ribbon)
  • Scripting experience (Python or JavaScript) for automation of tasks and reporting
  • Knowledge of compliance requirements for call recording and data retention (GDPR, HIPAA)
  • Exposure to Workforce Management (WFM) or Quality Management (QM) tools integrated with Webex CC

What We Offer
  • A team of bright, hard-working, and innovative people that will contribute to your growth.
  • Competitive Salary and comprehensive benefits plan.
  • A dynamic and collaborative work environment with opportunity to work with cutting-edge technology and innovative solutions.

Other

This is a full-time office based job in Islamabad, Pakistan.

Closing

Mobiz embraces diversity and is committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better we are. We are an equal opportunity employer. We thank all applicants for their interest. We will contact you if you are selected to move forward in the recruiting process.
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