Unified Communications Solutions Expert

6 days ago

Islamabad, Islamabad, Pakistan beBeeCommunication Full time 800,000 - 1,500,000
Job Title: Unified Communications Engineer

The Unified Communications Engineer will play a key role in the design, implementation, and maintenance of our organization's unified communications infrastructure. This includes working with cloud-based contact centers, VoIP engineering, and SIP protocols.

Key Responsibilities:

  • Design and configure Webex Contact Center platform and integrations with 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 project implementations, migrations, or upgrades for VoIP and Contact Center-related projects
  • Coordinate with 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

Requirements:

  • 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
Why This Role Matters

This is an exciting opportunity to join a team dedicated to simplifying complex technology challenges and pushing beyond what's possible. As a Unified Communications Engineer, you will have the chance to work with cutting-edge technology and innovative solutions, collaborating with highly talented individuals who share your passion for improving client operations and exceeding expectations.

We Offer:

  • A collaborative environment that fosters growth and provides opportunities for professional development
  • Autonomy to work independently while collaborating with cross-functional teams
  • A competitive compensation package, including benefits and opportunities for advancement
  • Professional training and certification programs to enhance your skills and knowledge
  • Regular feedback and coaching to ensure your success and growth

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