High Touch Engineer – Cisco Collaboration

High Touch Engineer – Cisco Collaboration

Employment type: B2B contract

Work model: Fully remote

Contract duration: 12 months with the possibility of extension

Start date: ASAP

Benefits: Lux Med, Multisport

About the Role

We are looking for an experienced High Touch Engineer to join a team supporting key enterprise customers in the Cisco Collaboration space.

As a High Touch Engineer, you will act as a trusted technical authority, providing expert support for complex escalations, root cause analysis, proactive operational guidance, customer migrations, and architectural lifecycle activities.

You will work with complex on-premise, hybrid, and cloud collaboration environments, with a strong focus on voice, unified communications, and contact center technologies.

Key Responsibilities

• Act as the primary senior escalation point for critical Sev 1 / Sev 2 incidents.
• Troubleshoot complex voice, video, signaling, and collaboration issues.
• Perform advanced packet and trace analysis using tools such as Wireshark, RTMT, SDL/SDI, PRT, and Cisco debug tools.
• Identify software defects, hardware issues, configuration problems, and architectural flaws.
• Collaborate with Cisco TAC, escalation teams, and Business Unit development teams to diagnose and resolve complex technical issues.
• Support customers during software upgrades, dial-plan migrations, infrastructure changes, and cloud transitions.
• Conduct software lifecycle reviews, bug analysis, and vulnerability assessments.
• Review and validate complex maintenance procedures and migration plans.
• Work closely with High Touch Operations Managers, Customer Success Specialists, and Account Teams.
• Prepare technical documentation, operational runbooks, disaster recovery procedures, call flow diagrams, and troubleshooting guides.
• Develop automation and workflow improvements using Cisco APIs, Python, and health-check tools.
• Provide technical risk assessments, capacity analysis, and recommendations for improving customer environments.

Technical Expertise

Expert-Level Skills – Required

• Voice Contact Center
• Unified Communications
• IP Telephony
• Cisco UCCE
• Voice Gateways & PSTN
• Cisco CUCM
• Unity Connection (CUC)
• Cisco Emergency Responder (CER)
• Cisco Expressway-C / Expressway-E

Strong expertise is expected in:

• Cisco UCCE administration, scripting, routing logic, Peripheral Gateways (PG), CVP, and end-to-end call flow troubleshooting.
• CUCM, CUC, and CER, including call routing, dial plans, Partitions/CSS, cluster architecture, and advanced troubleshooting.
• Cisco Expressway-C/E, including Mobile & Remote Access (MRA), B2B collaboration, SIP trunks, configuration, and troubleshooting.

Supporting Technologies – Strong Working Knowledge

• SIP & signaling flows
• SDP and media negotiation
• RTP / RTCP
• NAT / media traversal
• DTMF and DTMF interworking
• Webex Calling
• CUBE / Border Element
• Webex Local Gateway
• Webex Control Hub
• Webex App & Meetings
• IM & Presence
• Cisco Meeting Server (CMS)
• Collaboration Endpoints
• Media Resources (MTP / XCODE)
• CAC & QoS
• Enterprise networking
• LDAP / Active Directory / SSO
• Certificates, PKI & TLS
• REST APIs
• Python & scripting

The role requires strong troubleshooting capabilities, including packet capture analysis, codec negotiation, one-way/no-way audio troubleshooting, DTMF relay, and SIP/SDP flow analysis.

Requirements

• 7+ years of hands-on experience in Cisco Collaboration, voice, contact center, support, implementation, or engineering.
• Proven experience troubleshooting complex, business-critical voice, video, and signaling issues.
• Experience working with large enterprise customers, particularly in financial services, telecommunications, government, or other highly available environments.
• Previous experience as a Senior Engineer, Technical Consultant, Escalation Engineer, or High Touch Engineer is highly relevant.
• Bachelor's degree in Computer Science, Telecommunications, Information Technology, Electrical Engineering, or a related field, or equivalent practical industry experience.
• Excellent English communication skills, both written and verbal.

Certifications

The following certifications are considered an advantage:

• CCNP Collaboration
• CCIE Collaboration
• Cisco Contact Center certifications, particularly UCCE/PCCE
• Cisco Webex Calling certifications or relevant administration experience

Professional Skills

We are looking for someone who:

• Remains calm and structured when handling high-severity incidents.
• Can lead technical discussions and crisis calls with customers and internal teams.
• Communicates complex technical issues clearly to both engineers and business stakeholders.
• Has a strong customer-focused approach.
• Works independently and takes ownership of issues from initial diagnosis through resolution.
• Is proactive and committed to continuous technical development.
• Keeps up to date with Cisco Collaboration, Webex, cloud technologies, automation, and observability solutions.

What We Offer

• Fully remote position
• B2B contract
• 12-month contract with the possibility of extension
• ASAP start
• Lux Med healthcare package
• Multisport card
• Opportunity to work with complex Cisco Collaboration environments and enterprise customers
• Exposure to modern Cisco, Webex, cloud, and automation technologies
• Long-term cooperation in an international technical environment

Interested?

If you have strong experience with Cisco Collaboration, UCCE, CUCM, Voice, and enterprise environments, and are looking for a long-term fully remote opportunity, we would be happy to hear from you.