Collaboration Engineer

Client of Ethics HR

Ensuring that all collaboration, voice, and data platforms (including Cisco Webex, Cisco Unified Communications Manager, and contact center systems) are operating efficiently and meeting defined performance, availability, and quality standards.

• Conducting daily health checks for UC and collaboration systems, including call processing nodes, contact center platforms, recording systems, and supporting network infrastructure to ensure service continuity.
• Participating in Disaster Recovery (DR) planning and implementation for unified communications platforms, including failover testing for call control, contact center, and recording solutions.
• Managing and maintaining third-party voice and connectivity integrations, including SIP trunks, PSTN providers, and external contact center or recording platforms.
• Implementing and supporting lifecycle management processes for voice services, including installation, configuration, administration, and maintenance of:
  IP telephony endpoints (Cisco IP Phones, softphones).
  Call control systems such as Cisco Unified Communications Manager.
  Collaboration platforms like Cisco Webex.
• Administering contact center solutions such as Cisco Unified Contact Center Express or Cisco Webex Contact Center, including call routing, IVR configuration, agent management, and reporting.
• Implementing and maintaining network and UC infrastructure components, including switches, routers, WAN optimization, and network management tools, with a focus on QoS optimization for voice and video traffic.
• Adhering to Security policies concerning administering applications and troubleshooting issues.
• Maintaining complete documentation of all administration activities, configuration and changes to all databases.
• Participating in minimizing the operational risk in the all the Bank.
• Protecting the data & information under his/her authority & contacting the information security Team in case of suspecting any data confidentiality breaching.
• Abiding to CBE instructions, Compliance & Governance and Anti-Money Laundry rules.
  Executing any other task assigned by the Direct Manager/ the Head of Sector.