Sr. Cisco Unified Communications Voice Engineer
Looking for an expert in the world of collaboration and an expert in Cisco’s leading-edge unified communications products. The successful candidate will have a minimum of five (5) years verifiable NOC/remote support experience with the Cisco portfolio. The successful candidate must have experience with Call Manager plus at least four (4) other Cisco software components and at least four (4) Cisco hardware components outlined below.
*Provide Tier 3 escalation support for Cisco VoIP Operations group.
*Troubleshoot Cisco Unified Communication (CUCM, CUCDM, CUC and UCCE Contact Center) servers.
*PRI / Analog Voice Gateways, Network, Wireless VoIP, QoS, SRST and Music-on-hold multicast issues.
*Troubleshoot firewall, data and network connectivity issues across the client’s LAN / WAN for agency Cisco VoIP.
*UCCE Contact Center and Avaya / Nortel VoIP deployments.
*Support incidents escalated for the UCCE environment which consists of Finesse, CUIC, CVP, Egain, Exony, Calabrio, Nuance and Call Manager.
Required Knowledge and Experience:
*Proficiency with Cisco UC applications, including: Cisco Unified Communications Manager, Cisco Unified Contact Center Enterprise, PRI / Analog Voice Gateways, Network, Wireless VoIP, QoS, SRST and Music-on-hold multicast issues.
*Administration/configuration experience, Scripting experience, and Calabrio Workforce optimization products experience.
*Cisco client UC applications, i.e. Jabber, etc.
*Working knowledge of Cisco IOS as it pertains to Cisco routing and switching products – CCNA level understanding or better.
*Understanding of Cisco MediaNet concepts and configuration.
*Cisco Unified Communications Manager; CDR analysis and troubleshooting, Route Plan analysis and troubleshooting, Configuring all CUCM elements
*Cisco Unified Contact Center Enterprise; ICM configuration and scripting, CVP, call studio, CUIC, Finesse Agent Desktop, CCMP, Precision Queuing and Skill Groups, APIs for Finesse, Unified Config, Outbound Option, Troubleshooting and debugging all UCCE components.
*Cisco RTMT, Cisco CUBE, Dial-peers, DSP configurations, SIP debugging, IP Phones: Cisco, Polycom and Avaya.