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.

Work arrangement
No