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 CenterUnified CommunicationsIP TelephonyCisco UCCEVoice Gateways & PSTNCisco CUCMUnity 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 flowsSDP and media negotiationRTP / RTCPNAT / media traversalDTMF and DTMF interworkingWebex CallingCUBE / Border ElementWebex Local GatewayWebex Control HubWebex App & MeetingsIM & PresenceCisco Meeting Server (CMS)Collaboration EndpointsMedia Resources (MTP / XCODE)CAC & QoSEnterprise networkingLDAP / Active Directory / SSOCertificates, PKI & TLSREST APIsPython & 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 CollaborationCCIE CollaborationCisco Contact Center certifications, particularly UCCE/PCCECisco 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 positionB2B contract12-month contract with the possibility of extensionASAP startLux Med healthcare packageMultisport cardOpportunity to work with complex Cisco Collaboration environments and enterprise customersExposure to modern Cisco, Webex, cloud, and automation technologiesLong-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.