UC Engineer - Voice

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We are embarking on a company-wide initiative to transform & re-build our global enterprise voice, video & collaboration service to enable real time communications globally for all employees & customers.  The Unified Communications Engineer will be responsible for technical support and guidance on design, engineering, support, availability, and reliability of all Cisco UC voice & video Infrastructure. Bridging technologies, audio and web conferencing, TelePresence, VoIP, CUBE, CUCM, as well as forward looking technologies.  Serve as a member of our collaborative team responsible for designing, testing, debugging, configuring, supporting, documentation, patching, and supporting audio, video and unified communications related solutions. Interface with vendors and act as a point of contact for audio, video and unified communications platforms, communicate functional and technical application requirements, manage vendor deliverables, install and configure purchased software packages, and perform necessary integration tasks. Work to improve the quality of existing video conference integrations and assist in the development of next generation video conference solutions.

Provide third level support to diagnose audio, video and unified communications related issues and perform root cause analysis. Collaborate with first and second level support, QA, vendors, and other teams on production system problems and communicate workarounds.


  • Responsible for the operational maintenance of the company’s global UC voice & Video system standards.
  • Deploy and roll out enterprise level voice systems that will be used to support our Genesys contact centers globally
  • Lead monitoring and troubleshooting of Voice Carriers
  • Partner with Architect & Design Engineers to influence UC designs (to include video, audio, and networking schematics) as part of the engineering design package, and coordinate the design review and change process with team members and Architects.  
  • Proactively troubleshoots, assesses (tests) and coordinates equipment and system repair as required.
  • Develops and maintains procedures, standards and methods for team members and other colleagues.
  • Develop internal documents for troubleshooting support, network infrastructure documentation and maintenance procedures.
  • Identify, analyze, and drive problems to resolution, handling complex issues simultaneously while effectively communicating across teams.
  • Partner with clients, consultants, applications technologists, external stakeholders, and other I/S domains to understand business and systems requirements and proactively identify communication and collaboration technologies and solutions needed to support the business.
  • Communication/Collaboration Systems Support
  • Escalate issues and problems to external vendors and management as necessary, ensuring prompt and accurate resolution and appropriate visibility.
  • Shares knowledge and assists team members and other peers who are less experienced or knowledgeable in a specific technology.
  • Participates in the installation, configuration, and maintenance of technologies, software and solutions following established procedures and change control standards.
  • Performs post-installation verification.
  • Assists in monitoring and managing the health of solutions and services by utilizing available tools.
  • Maintains up-to-date awareness of industry developments and best practices in area of specialization.
  • Assists with research and development of new products or services.
  • Participates in researching vendors, equipment, and software to support business needs.
  • Project Management
  • Participates in post-implementation & post-mortem reviews to identify opportunities to continually improve process & service.
  • On-call rotation and occasional domestic & international travel will be necessary.
  • Perform day-to-day operations, general & preventive maintenance and tracking of inventory, room sweeps


  • 5+ years experience with Cisco VoIP infrastructure systems (Cisco Unified Communications, Cisco Call manager, etc.) Including the current shipping versions
  • 5+ years experience with Cisco Video infrastructure systems. (VCS, TMS, TCS, TPS)
  • 2+ years of experience with Cisco route/switch and or Cisco Data Center products
  • Experience with deployment of Cisco voice gateways (SIP, H.323)
  • Expert knowledge of SIP & RTP protocols
  • Knowledge of Kamailio and/or freeswitch a plus
  • Complete understanding of globalized +E.164 dial plans
  • Experience supporting a multi-lingual global contact center environment - Genesys knowledge an advantage
  • Global voice systems deployment and maintenance experience
  • Proven ability to implement complex voice/video designs
  • VMware knowledge and experience
  • Project Management, People Management, Problem Solving, LAN Knowledge, Proxy Servers, Networking Knowledge, Network Design and Implementation, Network Troubleshooting, Network Hardware Configuration, Network Performance Tuning
  • Experience with current Cisco Prime Collaboration suite
  • On-call rotation and occasional domestic & international travel will be necessary.
  • Strong teamwork, collaboration and communication skills.


  • Airbnb Stock
  • $2000USD yearly employee travel coupon
  • Competitive salaries
  • Paid time off
  • Medical, dental, & vision insurance
  • Life & disability coverage
  • Apple equipment
  • Daily breakfast, lunch, and dinner
  • Weekly happy hour
  • An Incredible fun place to work every day!!

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