Unified Communication (Senior Technical Support Engineer) - Saudi National

We are looking for an experienced Unified Communications (UC) Expert to design, implement, and manage enterprise-grade Unified Communications infrastructure, including IVR, voice, video, and collaboration solutions. The ideal candidate will have strong expertise in UC platforms, telephony systems, IVR integration, and VoIP technologies, ensuring reliable, secure, and high-performing communication services.Key ResponsibilitiesDesign, implement, and maintain Unified Communications infrastructure supporting IVR, voice, video, and collaboration services.Lead the technical design, deployment, and integration of IVR solutions with UC platforms and contact center applications.Configure and manage call flows, call routing, session management, voice gateways, PBX systems, and Session Border Controllers (SBCs).Integrate IVR systems with CRM platforms, C2M databases, and other enterprise applications.Optimize UC infrastructure for performance, scalability, high availability, redundancy, and disaster recovery.Conduct interoperability testing across UC platforms, endpoints, gateways, and IVR applications.Troubleshoot complex UC, telephony, VoIP, and IVR issues, identifying root causes and implementing corrective actions.Monitor system health, call quality, service availability, and performance using monitoring and reporting tools.Support deployment activities, system upgrades, configuration changes, and User Acceptance Testing (UAT).Implement voice network design best practices, including Quality of Service (QoS), capacity planning, and failover mechanisms.Ensure compliance with telecom standards, VoIP protocols, and security best practices.Collaborate with network, infrastructure, security, and application teams to ensure seamless integration across enterprise systems.Required Skills and QualificationsBachelor’s degree in Computer Science, Engineering, Information Technology, or a related field.4-5 years of hands-on experience in Unified Communications, enterprise telephony, and voice infrastructure.Strong expertise in UC platforms such as Cisco, Avaya, Microsoft Teams, Zoom, and Webex.Proven experience implementing, integrating, and supporting IVR-enabled Unified Communications solutions.Strong understanding of IVR architecture, call flows, and integration with voice and contact center platforms.Proficiency in SIP, RTP, SBCs, voice gateways, PBX systems, and call routing configurations.Experience in voice network architecture, QoS, high availability, redundancy, and disaster recovery.Knowledge of CRM integration, C2M databases, and contact center applications.Strong troubleshooting, root cause analysis, and performance optimization skills.Experience with UC monitoring, reporting, and performance management tools.Good understanding of VoIP protocols, telecom standards, and communication security practices.Preferred CertificationsCisco CCIE CollaborationAvaya ACISMicrosoft Teams / Skype for Business certificationsGenesys Certified Professional