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Telecoms Services Specialist
Closing Date: 27/04/2026
Location: Dublin
Reference #: 2066

Role Title:

Telecoms Services Specialist

Business Area:

Delivery Assurance & Service

About This Role:

This role is part the Voice and Contact Centre team servicing one of eir Business’s largest dedicated Managed Service customers. They are responsible for supporting the delivery of stable, secure and high‑quality Unified Communications and Contact Centre services across the organisation. The role combines deep technical expertise in Cisco Unified Communications (CUCM, Unity, IM&P, Gateways) with advanced skills in Cisco Unified Contact Centre Enterprise (UCCE, ICM, CVP, Finesse).The role provides expert support for Cisco UC platforms, resolves complex voice issues, delivers high-quality changes and improvements, and contributes to the stability of critical business communications. The engineer acts as a trusted technical specialist—supporting day‑to‑day operations, leading incident resolution, and driving continuous service improvement. Working closely with network, security, contact centre, and service management teams, the role ensures that voice services meet business needs, comply with standards, and provide a seamless experience for users and customers.

Expectations From The Role:

· Support Cisco Unified Communications Solutions (CUCM, Unity Connection)

· Support Cisco UCCE solutions including ICM, CVP, Finesse.

· Build and manage ICM routing scripts including calls flows, logic routing, and failover scenarios.

· Integrate voice systems with network, security, and collaboration platforms.

· Patch/Upgrade CVP, Finesse, CUIC, CUCM and gateways according to lifecycle and security requirements.

· Monitor health of UC/UCCE systems.

· Respond to and resolve voice-related support incidents across CUCM, UCCE, Unity, Cubes, SIP trunks and SIP providers.

· Perform root-cause analysis (RCA) for major incidents and implement corrective actions.

· Adherence to IT Incident, Problem, and Change procedures to ensure availability, security and reliability of the production environment.

· Participation in and support of major voice projects.

· Produce high-quality documentation including configuration guides and support material.

· Assist with capacity planning and platform lifecycle management.

· Provide on call support 24x7 as part of an on call rota.

Requirements For A Successful Application:

· Relevant third-level qualification/certification

· A minimum of five years' experience in the ICT/Telco industry.

· Knowledge and experience of working on Cisco ECE webchat and Verint call recording would be an advantage.

· Strong interpersonal, influencing, and communication skills with the ability to interact effectively with internal stakeholders at all levels within the business and external  customer.

· Strong track record of effectively assessing and managing competing priorities.

· Excellent communication and relationship development skills

· Highly motivated, strong attention to detail, team oriented, organised


Technical:


· Strong CUCM, Unity, gateways, CUBE, SIP Protocol 

· Strong UCCE skills: ICM, CVP, Finesse, PGs, CUIC 

· Skilled in SIP tracing, packet capture analysis, and log interpretation. 

· Solid understanding of QoS, routing, switching, SBCs, and carrier SIP.

Others:

 
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