Innovatia Technical Services Inc. (ITSI) is an industry-leading technology outsourcing support provider with expertise in the telecommunications industry. Operating for over 20 years, we specialize in workflow and knowledge processes, as well as technical support, helpdesk and multilingual support services. With over 300 professional experts across the globe, we service some of the worlds’ most successful Fortune 500 and Fortune 1000 companies.

The Sr. Cisco Solutions Engineer supports implementation, configuration, and operations of Cisco UC and Collaboration solutions, focusing on day-to-day support and solution enhancements. The role requires continuous learning of collaboration technologies.

Key Responsibilities

• Assist in deploying and configuring Cisco UC and Collaboration solutions, including on-premises CUCM, Unity Connection, and other UC adjuncts as well as hosted/cloud solutions such as Webex Calling and Webex DI.
• Support integrations with gateways, endpoints, and voicemail systems.
• Configure E911 integrations
• Provide Level 2/3 technical support for collaboration environments.
• Troubleshoot issues involving call routing, SIP trunks, and user configurations.
• Escalate issues appropriately to senior teams or vendors.
• Manage dial plans, provisioning, call routing, and device registrations.
• Monitor system health and call quality metrics.
• Maintain technical documentation and SOPs.
• Prepare usage and performance reports.
• Support implementation and migration projects.
• Collaborate with internal teams and external providers.

Required Skills & Experience

• Hands-on experience with CUCM, Webex Calling, Webex Control Hub, and Cisco Unity Connection.
• Knowledge of VoIP protocols (SIP, H.323, RTP).
• Experience with Cisco gateways (CUBE, SRST) and PSTN connectivity.
• Understanding of network fundamentals (TCP/IP, QoS, VLANs, firewalls).
• Familiarity with IM&P, Jabber, Webex Contact Center, or UCCX.
• Exposure to UC platforms such as Microsoft Teams or Zoom is an added advantage.

Qualifications

• Bachelor’s degree in computer science, Engineering, or equivalent practical experience.
• CCNA Collaboration or progress toward CCNP Collaboration preferred.
• 2–4 years of experience supporting Cisco UC or Collaboration platforms.

Soft Skills

• Strong communication and analytical troubleshooting skills.
• Ability to follow procedures and collaborate in cross-functional environments.
• Self-motivated with willingness to learn new collaboration technologies.
• Strong attention to detail and time management.

Benefits at Innovatia

• Comprehensive Health Insurance policy
• Employee Wellness Program with focus on mental health
• Robust reward and recognition programs
• Company incentive programs offered.
• Attractive leave policy: Holiday Leave, Maternity Leave, Paternity Leave, Birthday leave, Bereavement Leave and Paid Leave for personal time off
• Ample growth and learning opportunities.
• Remote work opportunities
• Focus on work/life balance.
• Immigration Program supporting immigration to Canada for eligible employees.

We thank all candidates for their interest, however, only those selected for an interview will be contacted.
Innovatia is an equal opportunity employer.