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Senior Engineer, IT Telephony

📁
Operations
📅
19000174 Requisition #
Job Purpose

IT Telephony Engineering is a global team responsible for the administration/design of voice infrastructure and systems, supporting sites in the US, EMEA and APAC.  1st, 2nd and 3rd level related support duties are required in all locations (back office and datacenters). Opportunities to be involved in various local and global initiatives as well as exposure to the latest technologies including: Cisco Contact Center, Communications Manager, UCS/ESX, conferencing/collaboration and voice recording architectures is inherent in the role.

Qualified candidates will demonstrate technical proficiency as well as an eager attitude, professionalism, and solid communication skills. Key for this role, is the ability to work independently with minimal supervision in a high-pressure environment.  You must be a self-starter who learns quickly, asks questions and resolves issues.

Duties and Responsibilities
  • Perform day to day MACD on Cisco Call Manager. This includes provisions for new starters/leavers and office relocations
  • Provide day to day tier 1/2/3 technical support for both local and remote offices in EMEA/US/APAC
  • Provide Out Of Hours support on an on-call roster/rotation basis
  • Plan, test and implement upgrades and fixes to all voice platforms including call managers/voice gateways/Unity Connection and UCCX
  • Work with telephone providers to configure provision and test new circuits and DDI numbers
  • Work with other internal teams and external vendors to diagnose and troubleshoot circuit, network and application issues
  • CUCM V10 or newer -  Administration and support  including cluster maintenance, monitoring , troubleshooting
  • UCCX V9 or newer - Administration and technical support
  • Cisco Voice gateway configuration, 2800/3800 series and newer
  • Voice recording  - server administration and user account management
  • Unity Connection configuration and administration
  • Documents and effectively publishes how-to, installation and troubleshooting guides
  • WebEx/TMS/VC configuration and administration
Knowledge and Experience
  • Minimum of 5 years exposure in a medium to large sized organization supporting a Cisco IPT environment
  • Degree in Engineering, IT, computing or related discipline
  • Knowledge of configuring Cisco voice gateway from ground up. This includes implementation and troubleshooting MGCP/SIP/CUBE deployments
  • Previous experience of implementing and upgrading Cisco Call manager V9 or higher is required
  • Must be very confident using Cisco BAT
  • Prior experience and understanding of backups and restores including DRS
  • Knowledgeable on how to obtain logs and performing debugs
  • Must have experience with circuit provisioning including ISDN/E1/T1 and SIP circuits
  • Knowledge of VoIP, RTP, SIP, MGCP and H.323 and call flow
  • Knowledge of configuring CUCM CSS, partitions, call routing and dial plan implementations
  • Working knowledge of Cisco UCS - B/ C series including ESX 5.0 or newer - (server build, configuration and administration)
  • Exposure to voice recording (NICE/RedBox/Verint or equivalent) is desired
  • Good knowledge of monitoring and reporting the overall IPT infrastructure. Experience with SNMP monitoring/analytics and CDR record management is a big bonus
  • Previous experience of transitioning to E.164 is a big bonus
Desirable Skills and Experience
  • CCNP Voice/Collaboration or higher is desired
  • Linux Redhat knowledge
  • VMWare - Competent  knowledge of ESXi 5.0 or newer
  • Windows 2008/2012 server installation and administration
  • Cisco UCCX administration and scripting
  • Video Conferencing - Exposure to Cisco VCS/TMS and current VC architecture would be an advantage
  • Cisco Expressways/Jabber/MRA
  • Exposure to working with SLA’s, Change Control processes and a corporate ticketing system such as Service Now/Remedy/Heat
  • Confident with Microsoft Office in particular Microsoft Excel

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