Black Box - Cisco Collaboration Engineer - Network Protocols (3-8 yrs)

Work location : Bangalore.

Mode : Work from Office.

Shift timing : Rotational shifts.

Primary Roles & Responsibilities :

- Install, configure and troubleshoot Cisco Unified Communications products including Unified Communications Manager, Unity and Unity Connection, Presence, Contact Center Express, Cisco Webex and Cisco Webex Contact Center.

- Install and configure voice gateways as part of the Collaboration solutions.

- Install and configure LAN switches and networking components.

- Establish QOS policies.

- Install and configure SIP border solutions (CUBE and other SBC's).

- Strong understanding of security and privacy controls for voice systems and the ability to design and configure according to the current standards.

- Troubleshoot integrated technology issues and maintain an accurate issues list.

- Provide systems administration training to clients.

- Learn to understand the customer environment (technical and political) and when to escalate.

- Work with Account Managers to identify new opportunities (cross selling and up selling while on projects).

- Participate in the modification and continual improvement of the both the professional services project documentation and the project implementation processes.

- Assist support technicians in troubleshooting client installation.

- Continuously develop and enhance knowledge, skills and abilities through various learning channels to expand technical and non-technical capabilities.

- Ensure further expansion of skill-set in the products & services that Black Box supports.

- Actively and consistently recommend and support all efforts to improve, simplify, automate and enhance day to day service delivery operations and the client experience.

- Foster and contribute toward collaborative working relationships within NACS operations and across all levels and departments of the organization to execute service desk functions and company priorities.

- Perform other duties as assigned.

Knowledge, Skills, Abilities :

- Accountability Demonstrates an understanding of the link between one's own job responsibilities and overall organizational goals and needs, and performs one's job with the broader goals in mind.

- Looks beyond the requirements of one's own job to offer suggestions for improvements of overall organization operations.

- Takes personal ownership in organization's success.

- Customer Focus Demonstrates concern for meeting internal and external customers' needs in a manner that provides satisfaction for the customer.

- Considers the impact on the external customer when taking action, setting policies or carrying out one's own job tasks.

- Looks for external trends that are likely to shape the wants and needs of customers in the near future.

- Looks for creative approaches to providing or improving services that may increase efficiency and decrease cost.

- Decision Making Makes good decisions using a combination of analysis, knowledge, experience, and judgment.

- Analyzes and distinguishes core problems by looking at the symptoms.

- Resolves key issues behind major problems in the short term while developing and executing long term solutions.

- Has a strong record for making decisions that are correct and accurate.

- Applies strategies to implement effective decision making during crises.

- Interpersonal Relationships Demonstrates appropriate and professional behavior at all times.

- Uses a high degree of tact and diplomacy in working with others.

- Models and exercises sound judgment regarding personal conduct.

- Is aware of one's own style or preference and its impact on others.

- Earns the respect of others.

- Problem Solving and Critical Thinking Builds a logical approach to address problems or opportunities or manage the situation at hand by drawing on own knowledge and experience base and calling on other references and resources as necessary.

- Undertakes a complex task by breaking it down into manageable parts in a systematic, detailed way.

- Identifies the information needed to solve a problem effectively.

- Gets input from internal/external contacts who are closest to the problem.

Education / Experience Requirements :

- CCNP Voice/Collaboration or equivalent experience. (CCIE Voice/Collaboration strongly preferred).

- Bachelors degree and/or equivalent work/military experience (5+ years).

- This position requires Senior level experience with implementation, configuration, and troubleshooting in the following applications: Cisco Unified Communications Manager (CUCM), Cisco Unity Connection (CUC), Cisco IM and Presence (Jabber), Unified Contact Center Express (UCCX), Cisco Emergency Responder (CER), Expressway/Collaboration Edge as well as Cisco Cloud Collaboration portfolio.

- Experience designing collaboration solutions given client requirements and goals.

- Strong understanding of TCP/IP and ability to install and troubleshoot LANs and WANs.

- Strong understanding of cloud and virtualization technologies.

- Automation, orchestration and/or development experience a plus.

- Ability to manage and coordinate multiple projects.

- Excellent communications and documentation skills.