Job Description

Full Time
40 Hours/Week
Monday - Friday, 8:00am - 5:00pm
Onsite, 5 days/week
On-Call Rotation Required
Travel Required
Summary
The Cisco Collaboration Engineer to support, troubleshoot, and maintain our unified communications infrastructure. This role focuses on Cisco voice and collaboration technologies, providing intermediate-level support for incidents and requests escalated from the help desk, as well as participating in projects and system upgrades.
Responsibilities
Provide support for Cisco Unified Communications platforms including, Cisco Unified Communications Manager (CUCM), Unity Connection, IM & Presence, Webex Calling, Webex Control Hub, Webex Contact Center - Collabrio WFO/WFM, and Cisco Expressway and Jabber
Troubleshoot VoIP issues, call routing problems (CUBE Router), voicemail issues, and endpoint connectivity.
Monitor system health, performance, and capacity across collaboration platforms.
Assist in provisioning and configuring IP phones, softphones.
Support dial plan modifications, route patterns, translation rules, and SIP trunk configurations.
Work closely with various departments and vendors as needed.
Maintain and update technical documentation, SOPs, and knowledge base articles.
Assist in upgrades, patches, and system migrations.
Participate in on-call rotation and after-hours support as required.
Communicate status of ticket and tickets with end users, project managers, and vendors to ensure deadlines are met.
Other Information
Technical Expertise
Solid understanding of VoIP protocols (SIP, H.323, RTP) and CUBE router troubleshooting methodologies.
Familiarity with networking concepts: VLANs, QoS, DHCP, DNS, and IP addressing.
Hands-on experience with CUCM administration and Webex Control Hub.
Hands on experience with Webex calling.
Hands on experience with Webex Contact Center.
Knowledge of Cisco video infrastructure (Room Kits, Telepresence, Expressway) is a plus.
Education And Experience
Education: High School Diploma or equivalent
Licensure: None
Certification: Cisco 350-801 CLCOR Collaboration Certification or equivalent preferred
Years of relevant experience: 5+ Years of experience in IT support, with at least 3 years supporting Cisco Collaboration tools
Years of supervisory experience: None
Full Time
FTE: 1.000000

Job Tags

Full time, Monday to Friday,

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