Cisco Voice Operations Engineer

Cisco Voice Operations Engineer

Requirements

• Bachelor’s degree in Computer Science, Computer Information Systems, Engineering or related field; or equivalent work experience
• 5 – 7 years’ experience in IP Telephony with experience supporting level 3 support, configuration, troubleshooting, implementation, security in several categories below:
• Cisco Call Manager’s distributed, Cisco Unity Connection, Cisco Emergency Responder, Analog Gateways, Cisco Softphone solutions (Jabber & Webex) (Webex Cloud / Control Hub), Cisco Expressway, Co-located active – active environments, Cisco network technologies (routers and switches), or Cisco Contact Center UCCE, Cisco network technologies (i.e., routers and switches)
• Demonstrates the ability to take on new roles and opportunities
• Strong problem solving, communication, and analytical skills
• Demonstrates strong customer service skills
• Possesses the ability to work in a changing environment
• Strong communications skills both verbal and written.

Responsibilities

• Implementing solutions for complex application problems, system administration issues
• Participate in the triage of issues through monitoring and escalations, resolving incidents
• Overall day to day maintenance and hygiene for the Cisco Voice / Unified Communication solutions
• Contributing to problem and change management
• Fulfilling day-to-day ticketing requests
• Helping improve global procedures for smooth operations
• Perform moderately difficult and independent assignments in troubleshooting, problem diagnosis, problem resolution and ongoing production support
• Responsible for documenting, implementing and deploying robust, stable and manageable solutions while minimizing hardware/software/network downtime
• Responsible for participating in incident, change, and problem management within the environment while ensuring that all processes are followed
• Ensure the up time and response time SLAs/OLAs for services are met and or exceeded
• Pro-actively monitor the stability and performance of various technologies within area of expertise and takes appropriate corrective action prior to an incident or problem occurring
• Ensure patching and regular maintenance is performed as required
• Actively collaborate with fellow members of the team and contractors/vendors on bridge calls to prevent or resolve incidents/problems in an expeditious manner
• Deploy and document strategies and solutions for software/hardware/network engineering problems/incidents based upon comprehensive and thoughtful analysis of business goals, objectives, requirements and existing technologies
• Independently identify key issues, patterns and deviations during the analysis
• Recommend robust solutions utilizing pragmatic judgment, creativity, and in-depth technical knowledge and evaluation that comprehensively meet the needs of the business
• Manage effective relationships and works in partnership with leadership, team members, vendors, and contractors to deliver robust technical solutions ensuring that service level commitments and project timelines are maintained
• Participate and provide input in the continual refinement of processes, policies and best practices to ensure the highest possible performance and availability of technologies
• Create, maintain and update documentation of diagrams, engineering specifications, build changes, models, troubleshooting and support guides, systems metrics and Standard Operating Procedures as required to ensure operational excellence
• Continuously develop specialized knowledge and technical subject matter expertise by remaining apprised of Industry trends, the direction of emerging technologies, and their potential value to the business.

Preferred Qualifications

• Highly preferred experience with (Cisco cloud calling and mobile experience)
• Cisco CCNA, CCNP, CCNA or other technical training specific to Cisco
• Ability to support working outside of normal business hours to provide after hour or “on-call” support when necessary to solve high profile incidents/problems
• Highly innovative problem solver with strong analytical and customer service abilities required
• Ability to communicate and articulate technical information across various organizational levels
• High reasoning aptitude and ability to quickly understand complex operating environment
• Ability to work in and for a highly regulated organization, experience supporting a financial services company a plus.