Unified Communications Associate Manager
Negotiable
| Experience level | Senior | Application deadline | 30/9/2026 |
| Work arrangement | Hybrid |
Role Overview
The Unified Communications Associate Manager leads the design, architecture, deployment, and management of enterprise-grade voice, video, contact center, and collaboration infrastructure. This role oversees multi-site Cisco and Microsoft deployments, 120+ audio/visual systems, multi-platform contact centers, and service management integration.
The Unified Communications Associate Manager leads the design, architecture, deployment, and management of enterprise-grade voice, video, contact center, and collaboration infrastructure. This role oversees multi-site Cisco and Microsoft deployments, 120+ audio/visual systems, multi-platform contact centers, and service management integration.
Key Responsibilities
- Cisco & Microsoft Voice Architecture: Design, optimize, and troubleshoot CUCM, UCCX, call recording systems, Cisco Jabber, and Webex. Implement integrations between Cisco UC and Microsoft Teams (Direct Routing, CVI, Teams Phone System).
- Multi-Platform Contact Center: Oversee omnichannel contact center environments, including Avaya AIC (24×7 multilingual operations), AWS Connect (English support), and Amazon Contact Lens for sentiment analysis.
- A/V & Collaboration Management: Maintain 120+ audio/visual systems and Microsoft Teams Rooms Pro across sites, supporting room bookings and hybrid meeting capabilities.
- Service Operations & Quality: Ensure high voice quality across SD-WAN/MPLS networks via QoS policies. Manage incidents and changes through ServiceNow, SolarWinds, and Dynatrace, while coordinating with offshore NOC teams in Egypt and India.
- Leadership & Strategy: Oversee UC projects from initiation to completion, evaluate vendors, ensure regulatory compliance, and mentor junior engineers.
Key Requirements
- Education: Bachelor's or Master's degree in Computer Science, Information Technology, or a related field.
- Experience: 7+ years of progressive experience managing complex enterprise UC systems.
- Protocols: SIP, H.323, MGCP, SCCP, RTP, SRTP.
- Platforms: Cisco UC (CUCM, UCCX, Jabber, Webex), Microsoft Teams, Avaya AIC, AWS Connect, Amazon Contact Lens.
- Tools: ServiceNow, SolarWinds, Dynatrace.
- Languages: Bilingual proficiency in Arabic and English (capable of supporting bilingual IVR, voicemail, and attendant setups).
- Certifications (Desirable): Cisco CCNP Collaboration or CCIE Collaboration.
What We Offer
- Work model prioritizes in-person collaboration while providing flexibility for hybrid arrangements and individual work styles.
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