UC/UCCE Engineer

UC/UCCE Engineer

Role Purpose & Vision 

The UC/UCCE engineer will be part of the eir Business Implementation team servicing one of eir Business’s largest dedicated Managed Service customers.  

The UC/UCCE engineer is responsible for delivering 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 Center 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. 

Key Responsibilities:  

• Design and implement Cisco Unified Communications Solutions (CUCM, Unity Connection) 

• Implement 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 architectures, 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.  

Key Performance indicators 

• Respond to voice-related incidents within agreed SLAs 

• Ensure projects are delivered on time with no unplanned service outages. 

• Ensure high-quality, accurate, and maintained technical documentation, runbooks, and SOPs. 

Experience:  

• 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 communications 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 

• Expert in CUCM, Unity, gateeways, 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 

Competency Profile

Business 

• Customer Focus 

• Results Focus 

• Problem solving 

• Innovation 

• Analysis and Decision Making 

• Vendor management 

People 

• Teamwork 

• Change Management  

• Communication 

Supervising Manager 

• Implementation Team Manager 

Terms of Appointment 

• Personal Terms