[Hiring] Senior Cisco Collaboration & Voice Engineer @Lifted, an Upwork Company™

Role Description

• Serve as the primary Tier 3 technical subject-matter expert for Cisco CUCM, CUBE, SIP, voice gateways, carrier routing, and voice resiliency during the finalist technical interview.
• Execute required NDA documentation and review the RFP, technical specifications, submitted solution, interview guide, support model, and assigned technical scenarios.
• Attend the finalist technical interview onsite in Florida and participate in live technical discussions involving enterprise voice and collaboration technologies.
• Participate in major-incident scenarios and clearly explain service-impact validation, fault isolation, voice and contact-center dependencies, vendor/TAC coordination, restoration procedures, and proof of recovery.
• Lead the voice and collaboration portion of disaster-recovery scenarios, including A-side to B-side failover and full-data-center-loss recovery.
• Support CUCM, gateway, CUBE, and SIP recovery activities, including Webex Contact Center continuity, carrier number redirects, validation, rollback, and failback procedures.
• Participate in CAB and change-review exercises and clearly communicate implementation steps, technical dependencies, testing requirements, rollback triggers, and post-change validation.
• Provide sanitized examples of personally handled CUCM, CUBE, SIP, Cisco TAC, and enterprise-carrier incidents.
• Support certificate and TLS troubleshooting when Cisco Collaboration components are involved.
• Provide Tier 3 support for CUCM device and trunk registration, dial plans, route and translation patterns, call setup and teardown, media resources, CDR/CMR, RTMT analysis, and contact-center integrations.
• Provide advanced CUBE, SIP, and voice-gateway troubleshooting, including dial peers, digit manipulation, SIP signaling, TLS, codec and media negotiation, one-way/no-audio issues, trunk instability, and call-flow problems.
• Analyze SIP traces, packet captures, CUBE debugs, CUCM logs, and media-path evidence to isolate complex technical issues and identify root causes.
• Coordinate troubleshooting and resolution across Cisco, enterprise carriers, contact-center teams, and other technology vendors.
• Support PSTN, DID, toll-free, routing, failover, and emergency-redirection issues in coordination with AT&T or comparable enterprise carriers.
• Maintain and validate carrier failover, rollback, and failback procedures.
• Support Webex Contact Center continuity and integration use cases, including PSTN connectivity, entry points and queues, agent operationalization, APIs and integration boundaries, monitoring, and fallback processes.
• Participate in P1 incident bridges, Cisco TAC cases, disaster-recovery tests, approved production changes, patch and vulnerability activities, and daily system health checks.
• Maintain accurate ServiceNow records, SolarWinds alert reviews, technical runbooks, incident documentation, and root-cause analysis (RCA) documentation.
• Collaborate with client Tier 1 and Tier 2 teams while providing advanced Tier 3 engineering and complex fault isolation.
• Maintain a proactive approach to service restoration, technical documentation, operational readiness, and continuous improvement.

Qualifications

• 6+ years of hands-on Cisco Unified Communications and Collaboration engineering experience in enterprise production environments.
• Strong hands-on expertise with Cisco CUCM, CUBE, SIP, Cisco voice gateways, enterprise PSTN connectivity, dial plans, route and translation patterns, dial peers, and carrier interoperability.
• Demonstrated experience troubleshooting SIP signaling, call setup failures, one-way/no-audio conditions, codec and media issues, trunk instability, digit manipulation, and voice-quality problems.
• Strong ability to analyze SIP traces, packet captures, CUBE debugs, CUCM logs, and other technical evidence to isolate root cause.
• Experience supporting redundant and high-availability voice environments, CUCM/CUBE/gateway failover, disaster recovery, and major-incident response.
• Experience managing and escalating Cisco TAC cases and coordinating complex technical issues with enterprise telecom carriers.
• Direct AT&T carrier experience is preferred but not required.
• Working knowledge of PCCE/UCCE and CVP sufficient to troubleshoot end-to-end voice and contact-center call flows in collaboration with contact-center engineers.
• Experience with certificates and TLS within Cisco Collaboration environments.
• Experience with formal ITSM and change-management processes, including ServiceNow.
• Strong understanding of implementation planning, technical dependencies, testing, rollback, validation, and failback procedures.
• Experience supporting Webex Contact Center or similar enterprise contact-center continuity and integration environments is a plus.
• Strong client-facing communication skills with the ability to clearly explain complex technical issues and defend technical decisions under pressure.
• Strong problem-solving, troubleshooting, analytical, and incident-management skills.
• Ability to participate effectively in P1 incident bridges and high-pressure production recovery situations.
• Strong documentation skills, including runbooks, RCAs, implementation plans, validation procedures, and change records.
• Currently located in Florida and able to attend the onsite finalist interview.
• Ability to work remotely from within the United States for ongoing delivery if the contract is awarded.
• Willingness and ability to support approved production changes, DR exercises, vendor escalations, and other managed-services requirements.