[Hiring] L2 Cisco Voice Engineer @Penbrothers

Role Description

A Service Desk UC Engineer / Cisco Voice Engineer provides 1st and 2nd-line support for Unified Communications and Contact Centre infrastructure across a multi-vendor environment. The role is grounded in Cisco UC/CC technology (CUCM, Webex Contact Center) with exposure to other platforms in use across our customer base, including Zoom, AWS Connect, Genesys, and Microsoft Teams. This role focuses on day-to-day incident resolution, moves/adds/changes, and monitoring, working closely with senior engineers to build capability across the full platform stack.

Work Set-up: 100% Work from home

Work Schedule: Early Day Shift - 6:30 AM to 3:30 PM Philippine Time (aligned with Australian Business Hours)

Note: With reactive on-call support as required

What You'll Do

• Respond to and resolve incidents and service requests relating to UC and contact centre platforms, including call quality, voicemail, call routing, and agent/queue issues.
• Perform routine administration such as user provisioning, number/extension assignment, call queue and auto-attendant configuration, and handset/softphone deployment.
• Monitor UC/CC infrastructure health (call managers, gateways, SIP trunks, contact centre platforms) and escalate anomalies before they impact service.
• Log, triage, and prioritise tickets in line with SLAs, and keep clients updated on progress.
• Carry out basic moves/adds/changes (MACs) to dial plans, hunt groups, routing, and voicemail settings under change control.
• Support customers across a range of platforms (Zoom, AWS Connect, Genesys, MS Teams, Webex Contact Center), applying core UC/CC principles learned on Cisco to unfamiliar systems.
• Escalate complex design, integration, or root-cause issues to senior engineers, providing clear documentation of steps already taken.
• Maintain accurate ticket notes, knowledge base articles, and standard operating procedures.
• Participate in an on-call/after-hours support roster (if needed).

Qualifications

• Must have at least 1-3 years of experience supporting Cisco UC/CC platforms (CUCM, Webex, Webex Contact Center).
• Solid understanding of core UC/CC concepts (SIP, dial plans, call routing, PSTN connectivity, voicemail, IVR, queues) that transfer across vendors.
• Strong troubleshooting and ticket-handling discipline within SLA-driven environments.
• Clear, client-facing communication skills, including the ability to explain technical issues in plain terms.
• Ability to follow documented procedures and escalate appropriately rather than working outside scope.
• Willingness to learn across a multi-vendor stack under the mentorship of senior engineers, with a pathway toward senior engineer roles.
• Exposure to Zoom, AWS Connect, Genesys, MS Teams, or Webex Contact Center is a strong advantage but not essential.
• ITIL awareness (service desk, incident/change management) highly regarded.

Benefits

• Meaningful work & Growth: We take every opportunity to stretch ourselves and deliver an excellent client experience.
• Employee as our biggest asset: We are genuinely invested in our people’s career and welfare.
• Global reach & local impact: Get to work with high-growth startups and dynamic companies from the comfort of your own home.
• Powering global startups: We’ve created 1,400 Filipino jobs that empower global start-ups to focus on growth.