Make an impact with NTT DATA
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Your day at NTT DATA
The Cisco Unified Communications (UC) Engineer (L2) is a developing engineering role, responsible for providing a professional second-line remote and/or onsite technical support and field engineering service to clients by proactively identifying and resolving technical incidents and problems.
Through pre-emptive service incident and resolution activities, this role restores service to clients by managing incidents and seeing them through to an effective resolution.
The primary objective of this role is to ensure all requests, process events and resolution incidents result in zero missed Service Level Agreement (SLA) conditions.
The Unified Communication Field Support Engineer (L2) is responsible for managing standard and low complexity incidents, conducting routine, repetitive tasks whilst using readily available information and following standard practices and procedures.
Key responsibilities:Key Responsibilities:
- Design, deploy, configure, and maintain Cisco Unified Communications systems, including CUCM (Cisco Unified Communications Manager), Cisco Contract Center,Cisco Webex, and Voice Recording.
- Manage and support Cisco voice gateways, session border controllers (SBCs), and IP telephony endpoints (phones, video devices).
- Implement and troubleshoot VoIP protocols: SIP, H.323, MGCP, SCCP.
- Monitor UC system performance, perform capacity planning, and maintain high availability.
- Perform software upgrades, patches, and backups of UC systems.
- Provide L2/L3 support for UC incidents, escalations, and change management.
- Integrate UC with other infrastructure (Active Directory, DNS, Certificates, Network).
- Work closely with network, security, and operations teams to ensure QoS, redundancy, and security of voice traffic.
- Develop and maintain documentation: dial plans, call flow diagrams, run-books, and procedures.
- Provide training and support to users and junior engineers.
- Participate in UC-related projects: migrations, voice-data convergence, UC-cloud integration, etc.
Qualifications & Skills:
- Bachelor’s degree in Computer Science, Information Technology, Telecommunications, or equivalent work experience.
- Minimum 4 years of hands-on experience with Cisco UC technologies (CUCM, UCCX, Webex, voice recording, etc.).
- Strong knowledge of VoIP protocols: SIP, H.323, MGCP, SCCP.
- Experience with Cisco voice gateways, SBCs, and integrated dial-plan design.
- Solid understanding of networking (routing, switching) and how it applies to voice (QoS, VLAN, NAT).
- Experience with clustering, redundancy, and fault tolerance in UC infrastructure.
- Proficiency in UC system monitoring and troubleshooting tools (e.g. RTMT, logs).
- Certifications preferred: CCNP Collaboration or equivalent.
- Good communication skills (English), documentation and planning abilities.
- Ability to work with cross-functional teams, escalate issues, and manage projects.
Workplace type:
About NTT DATA
NTT DATA is a $30+ billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world’s leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. Our consulting and industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is part of NTT Group, which invests over $3 billion each year in R&D.
Equal Opportunity Employer
NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.
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