Technical Support Engineer – High Touch (Collaboration & Contact Center)

About the role

We are seeking an experienced High Touch Engineer to serve as the senior technical authority for complex enterprise collaboration and contact‑center environments. The role involves handling critical incidents, deep troubleshooting, and providing lifecycle advisory across on‑premise, hybrid, and cloud deployments.

Key responsibilities

• Act as the senior escalation point for Sev1/Sev2 incidents.
• Perform advanced troubleshooting and root‑cause analysis using Wireshark, RTMT, SDL/SDI traces, PRT and other debug tools.
• Diagnose complex voice, signaling, media, routing, and contact‑center issues.
• Support and troubleshoot UCCE, CUCM, Unity Connection, Emergency Responder, Expressway‑C/E, voice gateways, PSTN and SIP trunks.
• Review upgrades, migrations, MOPs, software releases, vulnerabilities and technical risks.
• Collaborate with engineering and escalation teams to resolve complex defects.
• Develop technical runbooks, call‑flow documentation and troubleshooting procedures.
• Leverage REST APIs, Python and automation tools to improve diagnostics and configuration validation.

Required profile

• 7+ years of hands‑on experience in enterprise Voice, Unified Communications or Contact‑Center environments.
• Proven ability to troubleshoot mission‑critical production incidents.
• Strong customer‑facing and English communication skills.

Required skills

• UCCE, CUCM, Unity Connection, Emergency Responder, Expressway‑C/E.
• Voice gateways, PSTN, SIP, SDP, RTP/RTCP, DTMF, CUBE, SIP trunking.
• Webex Calling, Control Hub, media troubleshooting.
• LDAP, SSO, PKI, TLS, SRTP, QoS, enterprise networking.
• Wireshark, RTMT, SDL/SDI traces, PRT.
• REST APIs, Python, automation tools.