Senior UC Engineer

Job description

The Senior UC Engineer will be part of Global Unified Communications Engineering team, supporting the design, delivery, and operational health of enterprise Unified Communications and Collaboration platforms across the Americas region. The role focuses on Cisco Webex Calling, Webex Contact Center, Voice Recording, Trading Turret (IPC Connexus), Telecom Service Provider relationships, and SIP Trunking, working closely with business units and stakeholders to ensure platforms remain reliable, secure, and well supported. The candidate will serve as a key point of contact for incident management and vendor escalation across UC platforms, partnering with Cisco, telecom carriers, and other vendors to resolve issues quickly and minimize service impact. The role also involves supporting Red Sky (E911) emergency calling services and Microsoft Teams Meetings, monitoring platform health through observability and logging tools such as Splunk, and managing Call Detail Records (CDR) for reporting, troubleshooting, and compliance purposes. The successful candidate will be required to demonstrate flexibility to support weekend maintenance and engineering changes as needed. Responsibilities: Support and administer Cisco Webex Calling and Webex Contact Center platforms in production. Manage and support Voice Recording platforms and ensure compliance with recording requirements. Support Trading Turret systems (IPC Connexus) for trading floor voice communications. Manage relationships and technical coordination with Telecom Service Providers. Configure, support, and troubleshoot SIP Trunking connectivity across the environment. Lead incident management for UC platform issues, including triage, escalation, and resolution. Own vendor escalation processes for Cisco, telecom carriers, and other UC vendors. Coordinate with business units and stakeholders on UC service requirements, changes, and incidents. Support Red Sky (E911) emergency calling services and compliance requirements. Support Microsoft Teams Meetings and related collaboration services. Monitor UC platform health using observability and logging tools (Splunk). Manage and analyze Call Detail Records (CDR) for reporting, troubleshooting, and compliance. Demonstrate flexibility to work weekends and off-hours as needed to support planned engineering changes, maintenance windows, and critical deployments. Continuously enhance documentation quality and drive knowledge-sharing practices across the team to reduce tribal knowledge and improve onboarding. 10+ years of experience in Unified Communications engineering/support roles. Hands-on experience with Cisco Webex Control Hub administration. Strong knowledge of Webex Calling and Webex Contact Center architecture. Familiarity with voice recording functionality and platforms. Knowledge of network connectivity fundamentals as they relate to UC services. Basic knowledge of network routing and bandwidth management. Experience with UC observability and monitoring practices. Experience with Splunk logging for UC platform monitoring. Experience with CDR (Call Detail Record) management and analysis. Experience with SIP Trunking and Telecom Service Provider coordination. Experience with incident management and vendor escalation processes.. Experience with trading floor communications/turret systems (IPC Connexus or similar) is a plus. Experience with E911 solutions (Red Sky or similar) is a plus. Experience working with Microsoft Teams Meetings/collaboration platforms. Relevant Cisco certifications (e.g., CCNP Collaboration or similar) preferred. Nice to have: Ability to use Copilot and other AI productivity tools to improve efficiency and productivity in day-to-day engineering and support work We offer: Culture of Relentless Performance: join an unstoppable technology development team with a 99% project success rate and more than 30% year-over-year revenue growth. Competitive Pay and Benefits: enjoy a comprehensive compensation and benefits package, including health insurance, and a relocation program. Work From Anywhere Culture: make the most of the flexibility that comes with remote work. Growth Mindset: reap the benefits of a range of professional development opportunities, including certification programs, mentorship and talent investment programs, internal mobility and internship opportunities. Global Impact: collaborate on impactful projects for top global clients and shape the future of industries. Welcoming Multicultural Environment: be a part of a dynamic, global team and thrive in an inclusive and supportive work environment with open communication and regular team-building company social events. Social Sustainability Values: join our sustainable business practices focused on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality. * Miratech is an equal opportunity employer and does not discriminate against any employee or applicant for employment based on race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected status under applicable law. Miratech helps visionaries change the world. We are a global IT services and consulting company that brings together enterprise and start-up innovation. Today, we support digital transformation for some of the world's largest enterprises. By partnering with both large and small players, we stay at the leading edge of technology, remain nimble even as a global leader, and create technology that helps our clients further enhance their business. We are a values-driven organization and our culture of Relentless Performance has enabled over 99% of Miratech's engagements to succeed by meeting or exceeding our scope, schedule, and/or budget objectives since our inception in 1989. Miratech has coverage across 5 continents and operates in over 25 countries around the world. Miratech retains nearly 1000 full-time professionals, and our annual growth rate exceeds 25%.