JOB SUMMARY

Assists and operates a company’s complex high traffic business critical systems comprised of internet site communications, internal systems, network infrastructure systems, telecommunications, and/or network-based (cloud) production systems. Assists in plans, designs, implements, maintains, and monitors, scalable local and wide-area network solutions between multiple platforms and protocols (including IP and VOIP). Responsible for specific underlying production ser- vice(s)’ system(s) including the performance, maintenance, support(s)/troubleshoots the network or system issues, and coordinates installation and configurations of such items as appliances, firewalls, servers, routers and switches with appropriate vendors. Develops tools to automate the deployment, administration, and monitoring of all facets of a production system. Develops and delivers training and assists with proposal writing. Demonstrates transparency in the role by sharing information, collaborating, and working cohesively as a group with other employees. Works to cross develop skill sets in all facets of the department’s role.
Additionally, associate production service engineers assist in project planning, documentation, cost analysis, vendor comparisons and work on project implementations. Works with the respective teams to enhance and improve system operability. Assists in the testing of all production services and their supporting systems ensuring redundancy, resilience, and failover to ensure up-time standards are fully achieved. Required to provide on-call service coverage with the other department employees.
Lastly, an associate production service engineer will demonstrate good customer service which consists of sustained; continued successes, good interpersonal skills, good communications, increased profits in the organization, higher job satisfaction, improved company or organization morale, good teamwork, and market expansion of services/products.
We are currently seeking a Cisco Unified Communication Engineer to join our team. The ideal candidate will have a deep understanding of Cisco’s suite of communication tools and a problem-solving mindset.

DESIRED SKILLS/EXPERIENCE:

• Manage and maintain Cisco Unified Communications Manager.
• Handle MACD (Moves, Adds, Changes, and Deletes) and Break Fix tasks.
• Work with Cisco Unity, a voice messaging platform.
• Utilize Cisco Emergency Responder (CER) for emergency call routing.
• Manage and troubleshoot Cisco Finesse, a next-generation agent and supervisor desktop.
• Experience with Cisco Jabber for voice calls.
• Handle Agent MACD and troubleshooting tasks for Cisco Packaged Contact Center Enterprise (PCCE).
• Troubleshoot ICM Peripheral Gateway issues.
• Work with virtual machines and unified communications on UCS in a hosted collaboration environment.
• Familiarity with Gateway Protocols such as H323, SIP, MGCP.
• Basic knowledge of network routing and switching.
• Experience with ticketing systems for managing user requests and incidents.
• Troubleshoot softphone issues on laptops/desktops.
  Qualifications

Please refer the Job description for details