Unified Communications Associate Manager

• Design, implement, and optimize Cisco Unified Contact Center Express (UCCX) solutions, including complex scripting, advanced routing strategies, Finesse customization, and comprehensive reporting.

• Design, implement, and manage enterprise-grade call recording solutions, ensuring compliance, scalability, and robust integration with CUCM and UCCX.

• Architect and manage robust Instant Messaging & Presence solutions, primarily Cisco Jabber, including federation, high availability, and integration with other UC components.

• Lead the strategy, implementation, and advanced support for Cisco Webex (Meetings, Calling, Messaging, Devices) and drive its adoption.

• Architect and implement complex integration solutions between Cisco UC and Microsoft Teams (e.g., Direct Routing, CVI, interoperability gateways). Provide expert-level support and guidance on Microsoft Teams Phone System.

• Act as a subject matter expert for diagnosing and resolving the most complex and critical voice, video, and collaboration incidents, performing deep-dive root cause analysis.

• Proactively monitor, analyze, and optimize the performance and capacity of all UC systems to ensure scalability and high quality of service.

• Ensure all UC systems adhere to security best practices and regulatory compliance standards.

• Lead UC-related projects from initiation to completion, including planning, resource allocation, and stakeholder communication.

• Mentor and provide technical guidance to junior engineers, fostering their growth and ensuring knowledge transfer within the team.

• Work closely with UC vendors and service providers for support, product evaluations, and strategic partnerships.

Required Skills & Qualifications

• Bachelor's or Master's degree in Computer Science, Information Technology, or a related field.

• 7+ years of progressive experience designing, implementing, and managing complex enterprise Unified Communications systems.

• Extensive expert-level experience with Cisco Unified Communications Manager (CUCM), including multisite deployments and advanced features.

• Deep expertise in Cisco Unified Contact Center Express (UCCX) design, scripting, and troubleshooting.

• Proven experience with enterprise call recording solutions.

• Strong architectural knowledge of Cisco Jabber, Cisco Webex, and Microsoft Teams.

• Demonstrable experience with integrations between Cisco UC and Microsoft Teams.

• In-depth understanding of UC-related protocols: SIP, H.323, MGCP, SCCP, RTP, SRTP.

• Strong knowledge of networking fundamentals, QoS, and security in a UC environment.

• Excellent analytical, problem-solving, and critical thinking skills.

• Exceptional communication, presentation, and interpersonal skills, with the ability to influence and lead technical discussions.

• Cisco CCNP Collaboration or CCIE Collaboration certification is highly desirable.

1.2 Platform Proficiency (Required — Beyond Cisco UC)

• Avaya AIC — Service Centre voice platform (24×7 multilingual operations)

• AWS Connect — Cloud contact centre for English-language support channel

• Amazon Contact Lens — Call analytics and sentiment analysis

• Microsoft Teams Rooms Pro — A/V room management and meeting room systems

• Microsoft Teams Phone System — Direct Routing, CVI interoperability

• All Cisco UC platforms as listed in JD (CUCM, UCCX, Jabber, Webex) remain required

1.3 A/V & Collaboration Scope

• Manage and maintain 120+ audio/visual systems across all Maaden sites

• Support Digital Workplace Services function including room booking, AV equipment lifecycle, and hybrid meeting capabilities

• Ensure voice quality across SD-WAN/MPLS network with appropriate QoS policies

1.4 Operational Integration

• ServiceNow as the system of record for all UC incidents, changes, and service requests

• SolarWinds for voice network performance monitoring

• Dynatrace for application-level UC performance visibility

• Coordinate with 24×7 offshore NOC (Egypt & India) for after-hours UC

incident response

1.5 Language

• Bilingual Arabic and English proficiency required.

• UC systems must support bilingual IVR, voicemail, and attendant configurations.

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