L2 Cisco Voice Engineer (100% WFH)

Penbrothers

3d•Remote

About The Position

Penbrothers is seeking a Service Desk UC Engineer / Cisco Voice Engineer to provide 1st and 2nd-line support for Unified Communications and Contact Centre infrastructure in a multi-vendor environment. The role is primarily focused on Cisco UC/CC technology (CUCM, Webex Contact Center) but will involve exposure to other platforms such as Zoom, AWS Connect, Genesys, and Microsoft Teams. The position involves day-to-day incident resolution, moves/adds/changes, and monitoring, with opportunities to build capability across the full platform stack under the guidance of senior engineers. This is a 100% work-from-home position with an early day shift schedule aligned with Australian business hours, and may require reactive on-call support.

Requirements

At least 1-3 years of experience supporting Cisco UC/CC platforms (CUCM, Webex, Webex Contact Center).
Solid understanding of core UC/CC concepts (SIP, dial plans, call routing, PSTN connectivity, voicemail, IVR, queues) that transfer across vendors.
Strong troubleshooting and ticket-handling discipline within SLA-driven environments.
Clear, client-facing communication skills, including the ability to explain technical issues in plain terms.
Ability to follow documented procedures and escalate appropriately rather than working outside scope.
Willingness to learn across a multi-vendor stack under the mentorship of senior engineers, with a pathway toward senior engineer roles.
ITIL awareness (service desk, incident/change management) highly regarded.

Nice To Haves

Exposure to Zoom, AWS Connect, Genesys, MS Teams or Webex Contact Center is a strong advantage but not essential.

Responsibilities

Respond to and resolve incidents and service requests relating to UC and contact centre platforms, including call quality, voicemail, call routing and agent/queue issues.
Perform routine administration such as user provisioning, number/extension assignment, call queue and auto-attendant configuration, and handset/softphone deployment.
Monitor UC/CC infrastructure health (call managers, gateways, SIP trunks, contact centre platforms) and escalate anomalies before they impact service.
Log, triage, and prioritise tickets in line with SLAs, and keep clients updated on progress.
Carry out basic moves/adds/changes (MACs) to dial plans, hunt groups, routing, and voicemail settings under change control.
Support customers across a range of platforms (Zoom, AWS Connect, Genesys, MS Teams, Webex Contact Center), applying core UC/CC principles learned on Cisco to unfamiliar systems.
Escalate complex design, integration, or root-cause issues to senior engineers, providing clear documentation of steps already taken.
Maintain accurate ticket notes, knowledge base articles, and standard operating procedures.
Participate in an on-call/after-hours support roster (if needed).