UNIFIED COMMUNICATIONS ENGINEER

The Unified Communications (UC) Engineer is responsible for administration and support for voice, video, data communication systems and services including telephony, collaboration systems, telehealth, video conferencing, desktop and softphones, mobile devices, unified email, and voicemail systems. The UC Engineer will utilize a broad knowledge of unified communications, network, server, and telecommunications to aid in the design, configuration and implementation of unified communications systems and applications. Additionally, the UC Engineer troubleshoots, provides updates regarding the performance and availability of services, and proactively resolves problems. The UC Engineer is responsible for after-hours on-call, monitors incident management queues, and follows service level agreements (SLAs) to align with operational performance goals. The UC Engineer assists and mentors less experienced colleagues. 

Key Responsibilities:

• Design, configuration, and implementation of unified communications systems and applications.
• Troubleshooting, maintenance, and support of voice, video, data communication systems and services.
• Monitoring system performance and recommending adjustments to ensure maximum system availability and performance levels.
• Participating in internal and business partner meetings.
• After-hours on-call support and incident management.
• Following service level agreements (SLAs) to align with operational performance goals.
• Designing, developing, deploying, and administering enterprise collaboration services.
• Leading architectural and engineering services for Cisco Unified Communications, Collaboration, and telehealth environments.
• Participating in product evaluations, systems testing, certification, and product lifecycle management.
• Providing guidance and mentorship to team members.

Skills Required:

• Broad knowledge of unified communications, network, server, and telecommunications.
• Strong troubleshooting and problem-solving skills.
• Excellent communication and collaboration skills.
• Ability to work independently and as part of a team.
• Strong analytical and technical skills.
• Experience with Cisco Unified Communications, Collaboration, and telehealth environments.
• Knowledge of network protocols, architecture, and security.
• Experience with system maintenance, including change management and on-call support.
• Strong understanding of service level agreements (SLAs) and operational performance goals.
• Ability to provide subject matter expertise (SME) troubleshooting support and moves, adds, and changes for enterprise-class voice systems.

Soft Skills:

• Strong communication and interpersonal skills.
• Ability to work effectively in a team environment.
• Strong problem-solving and analytical skills.
• Ability to prioritize tasks and manage multiple projects simultaneously.
• Strong customer service skills.
• Ability to adapt to changing priorities and deadlines.
• Strong leadership and mentorship skills.
• Ability to provide guidance and support to less experienced colleagues.

Technical Skills:

• Cisco Unified Communications, Collaboration, and Tele video environments.
• Hands On configuration in Cisco Muti-Tenant and Cloud Hosted Dedicated instances.
• Configure and follow standard for Network protocols, architecture, and security.
• System maintenance, including change management, and on-call support.
• Service level agreements (SLAs) and operational performance goals.
• Third party Voice systems and configuration of 3^rd party end points.
• Troubleshooting tools and methods.
• Desktop phones, softphones, mobile devices, and voicemail systems.
• Contact Center configuration with solutions like IPCC/UCCX/Nice
• Hands on configuration of Cisco Session Board Conrollers.

Preferred Certification:

• Cisco CCIE in Voice/Collaboration.
• Cisco CCNP Collaboration.
• Cisco CCNA Route/Switching.

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