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The Unified Communications Engineer Senior is a member of the RSM technical services group and is responsible for the strategic operational support of our Unified Communications Voice Systems and Collaboration tools. The engineer will work closely with IT management and other functional groups to design, develop, deploy, and administer the company's enterprise collaboration services. Individual must have excellent written and oral communication skills, and be able to work, collaborate and coordinate between technical and non-technical people within the company. Must have a team oriented attitude, solid interpersonal skills and be self-driven and accountable.
- Design, deploy, and support enterprise-grade voice and collaboration solutions leveraging Microsoft Teams Phone System, several PSTN providers across multiple countries including direct routing and operator connect, as well as Cisco Webex Contact Center and Cisco Cloud Voice systems, providing Tier 3 support, advanced troubleshooting, and strategic guidance.
- Act as a technical lead and subject matter expert for UC initiatives, collaborating with infrastructure, network, and security teams to ensure performance, security, and compliance
- Develops and maintains technical standards, procedures and techniques for the resolution of voice service issues to ensure maximum system availability and performance levels. Provides guidance to team members
- Lead or support platform migrations, upgrades, and integrations, aligning technical decisions with business goals.
- Participates in incident management, root cause analysis, and problem resolution.
- Participation in scheduled and unscheduled system maintenance including change management, on-call and off-hour systems support
- Other duties as assigned.
EDUCATION/CERTIFICATIONS
(MUST NOTE REQUIRED OR PREFERRED)
Bachelor’s degree in a related field or equivalent experience
TECHNICAL/SOFT SKILLS
(MUST NOTE REQUIRED OR PREFERRED)
- Cisco Webex Contact Center
- Microsoft Teams Voice
- Experienced in SIP trunk design, deployment, and support
- Experienced in configuration and support of Cisco routers and switches
- Experienced in network protocols, TDM and Ethernet data and voice circuits
EXPERIENCE
(MUST NOTE REQUIRED OR PREFERRED)
- 7+ years of experience supporting enterprise Unified Communications solutions.
- Hands-on expertise with Microsoft Teams Voice, including Direct Routing, SBC configuration, dial plans, and policy management.
- Strong experience with Cisco Webex Contact Center (Cloud) and Cisco Cloud Voice
- Solid understanding of VoIP protocols (SIP, RTP), call flow analysis, and QoS best practices.
- Familiarity with security, compliance, and data retention policies related to voice services.
- Experience with PowerShell and/or other scripting tools for automation and administration.
- Excellent written and verbal communication skills, with a strong attention to detail.
PREFERRED REQUIREMENTS
- Microsoft and Cisco certifications (e.g., MS-720, MS-700, CCNP Collaboration).
- Experience integrating UC with ServiceNow or other ITSM platforms.
- Exposure to AI-powered voice solutions, analytics platforms, or transcription technologies.
- Knowledge of Azure AD, identity and access policies, and conditional access related to UC tool.
LEADERSHIP SKILLS
(MUST NOTE REQUIRED OR PREFERRED)
At RSM, we offer a competitive benefits and compensation package for all our people. We offer flexibility in your schedule, empowering you to balance life’s demands, while also maintaining your ability to serve clients. Learn more about our total rewards at https://rsmus.com/careers/india.html.
RSM does not tolerate discrimination and/or harassment based on race; colour; creed; sincerely held religious beliefs, practices or observances; sex (including pregnancy or disabilities related to nursing); gender (including gender identity and/or gender expression); sexual orientation; HIV Status; national origin; ancestry; familial or marital status; age; physical or mental disability; citizenship; political affiliation; medical condition (including family and medical leave); domestic violence victim status; past, current or prospective service in the Indian Armed Forces; Indian Armed Forces Veterans, and Indian Armed Forces Personnel status; pre-disposing genetic characteristics or any other characteristic protected under applicable provincial employment legislation.
Accommodation for applicants with disabilities is available upon request in connection with the recruitment process and/or employment/partnership. RSM is committed to providing equal opportunity and reasonable accommodation for people with disabilities. If you require a reasonable accommodation to complete an application, interview, or otherwise participate in the recruiting process, please send us an email at [email protected].
