HCS Operation Support Engineer

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