The environment consists of Cisco Voice (VoIP), Cisco Contact Center, Unified Communications, Audio Conferencing, Voice Mail, Video Conferencing, Digital Media Management, and selected interconnects to Unified Communications infrastructure.
Responsible for tier 2/3 troubleshooting.
Extensive knowledge and experience with Cisco Unified Communications Manager, Cisco Unity Messaging & Cisco Unified Contact Center.
Experience with multi-site, IP telephony and unified communications rollouts and migrations.
Awareness of Cisco Call manager, Cisco Call Manager APIs.
Perform MACD Move/ Add/ Change/ Delete requests on CUCM, CUC, and CME.
Phone provisioning, voice mail provisioning, extension mobility pin reset, voice mail pin reset.
Experience working with telecom vendors to install and troubleshoot data voice lines.
Managing Cisco UCCE Contact Center platform and collaboration tools.
Administer Voice Communication Systems hosted on Virtual Infrastructure.
Create and update policies, procedures and standards.
Familiarity with general networking including IP routing (EIGRP/OSPF/BGP) and Ethernet switching in both an office and data center environment.
Manage and lead Root Cause Analysis, Lessons Learned and prevention processes to provide high standard deliverables.
Should have basic knowledge on ITIL based ticketing system.
Participate in maintenance activities and On-Call Support.
Certified in CCNA or CCNP is a plus.
Excellent written and verbal communication skills
Assists with the Complex configuration and troubleshooting of network components such as Firewall, Router, Switch etc.
Performs basic system software maintenance tasks utilizing enabling tools.
Diagnoses and repairs system issues and deploys upgrades to existing networks and systems.
Creates and maintains documentation and procedures for implementing management tools utilized by team members and other support groups, which include operating system requirements and application requirements
Typical Years of Experience
Typically requires 5-7 years relevant experience.