About the job The HCS Operation Support Engineer will be responsible for the operations, maintenance, and support of Cisco-based HCS (Hosted Collaboration Solution) platforms within a telecom environment. Key Responsibilities: Provide 24x7 operational support, including on-call rotation and incident handling from NOC Analyze and support design changes and new requirements Perform implementation and maintenance of HCS Platform (v10.0.1) Provide onsite support for PSTN, inter-customer routing, and dial plan modifications Conduct testing of new features and services Manage: Hardware & Software User Management Patch Management Telecom Carrier Management Backup & Storage for HCS components Troubleshoot and administer Cisco HCS ecosystem including: Cisco vPGW, Nexus 7K/5K Cisco UCS B Series, Fabric Interconnects, MDS SBC (ASR 1004 – SP Edition) Cisco Unified Communications Manager (CUCM) Cisco Unity Connection, IM & Presence Cisco Expressway HCS Management Apps (CUCDM, HCMF, PCA, PLM) Cisco ASA, Voice Gateways, VMware Coordinate with vendor TAC support teams for critical issues until resolution Participate in CAB (Change Advisory Board) and post-migration reviews Support design evolution and new service implementations Core Responsibilities Daily operations & maintenance of IPCC / IP Telephony platforms Proactive monitoring and fault resolution across network elements Maintenance of Quality Management & Call Recording systems Ensure system stability, performance, and SLA adherence Coordinate with cross-functional teams (Operations, Sales, Marketing, Product) Manage escalations and ensure timely resolution Required Skill Set Technical Skills: Cisco HCS Platform expertise IP Telephony / Unified Communications Routing & Switching (Professional level) SBC (ASR 1K), Cisco vPGW SQL Server CVP (Customer Voice Portal) Contact Center Solutions (IPCC, Call Recording, QM) VMware Additional Knowledge: Movius Unified Messaging & Web Collaboration Vision OSS Unified Services Manager Soft Skills: Strong communication skills Team collaboration Problem-solving ability Project coordination skills Minimum Qualifications Bachelor’s Degree in: Telecommunications / Electronics & Communication Computer Science or equivalent Certifications: CCIE Collaboration (preferred) Experience: Minimum 3–5 years in IP Telephony / UC / Contact Center environments Minimum Experience & Knowledge Understanding of: Telecom networks & call flows PSTN, PRI, BRI IP Networking fundamentals Call routing & ICM scripting Cisco Call Manager (CUCM) Voice Gateway configuration
