Unified Communications Associate Manager

Job Description:

As Unified Communications Associate Manager for infrastructure services you will design, solution, deploy, migrate, manage, and change infrastructure services, End User Services across all related technologies. Including but not limited to servers, storage, mainframe, networks, AD, public clouds, private clouds, datacenter technologies, containers, middleware, DBs, Modern Device Management, Intelligent Collaboration, IT (HW&SW) Asset Management Services, Field Services and Technical Service Desk.

Key Responsibilities

• Lead the design and architecture of complex UC solutions, including CUCM clusters, multisite deployments, dial plan optimization, and integration with various voice gateways and PSTN circuits.
• Perform advanced administration, optimization, and troubleshooting of CUCM, including call routing logic, QoS, security hardening, and integration with other enterprise systems (LDAP, billing, etc.).
• Design, implement, and optimize Cisco Unified Contact Center Express (UCCX) solutions, including complex scripting, advanced routing strategies, Finesse customization, and comprehensive reporting.
• Design, implement, and manage enterprise-grade call recording solutions, ensuring compliance, scalability, and robust integration with CUCM and UCCX.
• Architect and manage robust Instant Messaging & Presence solutions, primarily Cisco Jabber, including federation, high availability, and integration with other UC components.
• Lead the strategy, implementation, and advanced support for Cisco Webex (Meetings, Calling, Messaging, Devices) and drive its adoption.
• Architect and implement complex integration solutions between Cisco UC and Microsoft Teams (e.g., Direct Routing, CVI, interoperability gateways). Provide expert-level support and guidance on Microsoft Teams Phone System.
• Act as a subject matter expert for diagnosing and resolving the most complex and critical voice, video, and collaboration incidents, performing deep-dive root cause analysis.
• Proactively monitor, analyze, and optimize the performance and capacity of all UC systems to ensure scalability and high quality of service.
• Ensure all UC systems adhere to security best practices and regulatory compliance standards.
• Lead UC-related projects from initiation to completion, including planning, resource allocation, and stakeholder communication.
• Mentor and provide technical guidance to junior engineers, fostering their growth and ensuring knowledge transfer within the team.
• Work closely with UC vendors and service providers for support, product evaluations, and strategic partnerships.

Required Skills & Qualifications

• Bachelor's or Master's degree in Computer Science, Information Technology, or a related field.
• 7+ years of progressive experience designing, implementing, and managing complex enterprise Unified Communications systems.
• Extensive expert-level experience with Cisco Unified Communications Manager (CUCM), including multisite deployments and advanced features.
• Deep expertise in Cisco Unified Contact Center Express (UCCX) design, scripting, and troubleshooting.
• Proven experience with enterprise call recording solutions.
• Strong architectural knowledge of Cisco Jabber, Cisco Webex, and Microsoft Teams.
• Demonstrable experience with integrations between Cisco UC and Microsoft Teams.
• In-depth understanding of UC-related protocols: SIP, H.323, MGCP, SCCP, RTP, SRTP.
• Strong knowledge of networking fundamentals, QoS, and security in a UC environment.
• Excellent analytical, problem-solving, and critical thinking skills.
• Exceptional communication, presentation, and interpersonal skills, with the ability to influence and lead technical discussions.
• Cisco CCNP Collaboration or CCIE Collaboration certification is highly desirable.

1.2 Platform Proficiency (Required - Beyond Cisco UC)

• Avaya AIC - Service Centre voice platform (24×7 multilingual operations)
• AWS Connect - Cloud contact centre for English-language support channel
• Amazon Contact Lens - Call analytics and sentiment analysis
• Microsoft Teams Rooms Pro - A/V room management and meeting room systems
• Microsoft Teams Phone System - Direct Routing, CVI interoperability
• All Cisco UC platforms as listed in JD (CUCM, UCCX, Jabber, Webex) remain required

1.3 A/V & Collaboration Scope

• Manage and maintain 120+ audio/visual systems across all Maaden sites
• Support Digital Workplace Services function including room booking, AV equipment lifecycle, and hybrid meeting capabilities
• Ensure voice quality across SD-WAN/MPLS network with appropriate QoS policies

1.4 Operational Integration

• ServiceNow as the system of record for all UC incidents, changes, and service requests
• SolarWinds for voice network performance monitoring
• Dynatrace for application-level UC performance visibility
• Coordinate with 24×7 offshore NOC (Egypt & India) for after-hours UC

incident response

1.5 Language

• Bilingual Arabic and English proficiency required.
• UC systems must support bilingual IVR, voicemail, and attendant configurations.

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