Operations Engineer - Unified Communications

Webex Dedicated Instance provides enterprise-grade cloud calling and collaboration services built on Cisco collaboration technologies. The role is part of the engineering support organization responsible for maintaining service health, resolving complex issues, and improving platform reliability.

• Two or more years of experience in technical support, systems engineering, network engineering, Unified Communications operations, or related field.
• Practical experience troubleshooting enterprise voice, video, Voice over IP (VoIP), or cloud collaboration platforms.
• Ability to interpret SIP call flows and troubleshoot RTP/RTCP media behavior.
• Experience analyzing server or application logs and correlating events across multiple systems.

Preferred Qualifications:

• Experience with Webex or Cisco collaboration technologies such as CUCM, CUC, IM&P, Expressway, or CUBE.
• Experience supporting cloud-hosted, managed-service, or large-scale enterprise environments.
• Experience in Tier 2 or Tier 3 support, TAC, Network Operations Center, Site Reliability Engineering, or managed-services environment.
• Familiarity with Linux administration, virtualization (including VMware), monitoring, and distributed systems.
• Experience with scripting or automation using Python, Bash, REST APIs, Artificial Intelligence, or similar tools.
• Experience with incident management, problem management, defect tracking, and formal root-cause analysis.
• Certifications: Cisco Certified Network Associate (CCNA), Cisco Certified Network Professional Collaboration (CCNP Collaboration), Cisco Certified Network Professional Enterprise (CCNP Enterprise), Cisco DevNet certification, or equivalent industry experience.

• Act as the specialized Tier 2 engineering escalation point for Webex Dedicated Instance solutions, partnering closely with TAC and development teams.
• Analyze Session Initiation Protocol (SIP) signaling, Real-time Transport Protocol (RTP/RTCP) media flows, call-control behavior, DNS, routing, TCP/IP connectivity, and cloud service dependencies.
• Troubleshoot Cisco collaboration components including Cisco Unified Communications Manager (CUCM), Unity Connection (CUC), Instant Messaging and Presence (IM&P), Expressway (Core/Edge), Cisco Unified Border Element (CUBE), and related Webex services.
• Correlate application logs, platform diagnostics, alarms, packet captures, and service telemetry to identify probable root causes.
• Reproduce issues in controlled environments and provide clear technical evidence to TAC and engineering teams.
• Collaborate with Site Reliability Engineering (SRE), Product Operations, and Solution Architecture on defects, capacity concerns, recurring incidents, and reliability improvements.
• Create and maintain troubleshooting guides, knowledge articles, runbooks, and operational standards.
• Automate repetitive diagnostic and data-collection activities using Python, Bash, application programming interfaces (APIs), Artificial Intelligence, or similar tools.
• Communicate technical findings clearly to TAC, leadership, engineering teams, and customer-facing teams, including customers and partners.