Technical Support Engineer

High Touch Engineer – Collaboration & Contact CenterAbout the RoleWe are looking for an experienced High Touch Engineer (HTE) to act as a senior technical authority for complex enterprise collaboration and contact center environments.The role combines critical incident escalation, deep troubleshooting, root cause analysis, proactive technical reviews, and lifecycle advisory across on-premise, hybrid, and cloud environments.Key ResponsibilitiesAct as the senior escalation point for Sev1/Sev2 incidents.Perform advanced troubleshooting and root cause analysis using Wireshark, RTMT, SDL/SDI traces, PRT and debug tools.Diagnose complex voice, signaling, media, routing, and contact center issues.Support and troubleshoot UCCE, CUCM, Unity Connection, CER, Expressway-C/E, Voice Gateways, PSTN and SIP trunks.Review upgrades, migrations, MOPs, software releases, vulnerabilities, and technical risks.Work with engineering and escalation teams to identify and resolve complex defects.Develop technical runbooks, call-flow documentation, and troubleshooting procedures.Use REST APIs, Python and automation tools to improve diagnostics and configuration validation.Required Experience & Technical Skills7+ years of hands-on experience in enterprise Voice, Unified Communications and/or Contact Center environments.Expert-level experience with:UCCECUCMUnity ConnectionEmergency ResponderExpressway-C/EVoice Gateways & PSTNStrong knowledge of:SIP, SDP, RTP/RTCP and DTMFCUBE and SIP trunkingWebex Calling / Control HubMedia troubleshootingLDAP / SSOPKI, TLS / SRTPQoS and enterprise networkingProven experience troubleshooting mission-critical production incidents.Strong customer-facing and English communication skills.Nice to HaveCCNP CollaborationCCIE CollaborationUCCE / PCCE or Webex certificationsPython / REST API automation experience