UCC Engineer

Principal Responsibilities

• Assumes subject matter expert (SME) responsibility for applications and infrastructure.
• Ensures that infrastructure designs and technologies are in compliance with corporate strategy, principles and standards, and industry best practices.
• Continually evaluates infrastructure effectiveness, develops technical direction, and upgrade initiatives.
• Develops tactical (short-term) and strategic (long-term) technical solutions that will address business and IT requirements.
• Implements and maintains systems and technologies (edge systems, message hygiene, and data encryption) to protect data availability, message confidentiality and integrity.
• Reviews and documents existing infrastructure and operating procedures, including developing engineering diagrams, operations manuals, and run books.
• Identifies and evaluates new products and solutions that will augment the existing infrastructure, improve reliability and security, and increase user experience.
• Develops, documents and implements engineering processes to test and implement updates, and patches. Reviews internal security vulnerability reports for action.
• Analyzes system health, capacity and performance. Recommends platform improvements where applicable, identifies and raises risks, and provides metrics and reporting.
• Contributes to the design, development, and execution of system lifecycle from inception through deprecation.
• Operates with moderate supervision in routine matters, develops and monitors work plan/task lists for medium scale assignments that would be part of a larger project plan, and exercises independent judgment in problem resolution.
• Provides 24/7/365 operations support for business critical systems as part of the global IT team.
• Communicates with all levels within the CI organization as well as supporting the Business.

Qualifications/Skills Required

• Minimum five years operations and engineering experience with Cisco voice and video infrastructure and endpoints
• Experience with Cisco UCM, Cisco Expressways, SIP trunking, dial plans, least cost routing, SBCs, carrier interfaces, QoS
• Experience with Cisco video endpoints
• Experience with Cisco CUBE Session Border Controllers
• Experience with WebEx, Zoom, and Teams from an end user feature and administrative perspective
• Experience with Cisco UCCX, IPC Turret and trader voice technologies, and NICE voice recording preferred
• Experience deploying and managing a multisite multinational voice and video network.
• Experience reviewing, recommending, and certifying voice and video endpoints, as well as peripherals such as headsets, webcams and speakerphones
• Experience with room conferencing systems, to include control systems (Crestron/Lightware), DSPs and DANTE audio microphones, and AV screens
• Broad knowledge of network design, virtualization (VMware, Citrix, Microsoft), storage (SAN, NAS, Local Storage), routing/switching/firewalls, load balancing, and monitoring (SCOM, SolarWinds)
• Experience with developing and successfully implementing architected designs and engineering processes that meet the business requirements and leverage industry best practices/standards
• Proficient in at least one scripting/programming language (Python, PowerShell, etc.) with the ability automate repetitive administrative tasks.
• BS in Computer Science or related field, or equivalent experience