UCM Engineer
Location
Texas
Posted
67 days ago
Salary
0
Seniority
Senior
Job Description
UCM Engineer
PDDN
• Analyze, configure, and troubleshoot networks with mixed media and protocols. • Effectively create and utilize lab setups to duplicate and solve problems, validate planned changes to software and hardware design. • Provide remote troubleshooting support to resolve UC related issues. • Follow-through on all UC Incident tickets assigned to your bin and their resolution. • Engage PS and TAC for assistance on RMAs and complex issues support. • Coordinate field services as needed for onsite support. • Follow the defined communication procedures for incident updates. • Strictly adhere to processes related to tickets update with meaningful and correct notes. • Respond to network management system alarms according to established processes. • Priority support for identified key customer functionalities and escalations. • Effectively work with cross-functional teams to resolve major customer issues. • Drive for continuous learning, results orientation, and teamwork. • Work on developing automations and scripts that allow you to work faster and more efficiently. • Help improve overall team quality by automating repetitive tasks and changes on the infrastructure.
Job Requirements
- UCM engineers who have experience managing and troubleshooting Ribbon SBCs.
- Basic understanding of Cisco IP telephony Network Infrastructure.
- Good knowledge of voice protocols SIP, MGCP, H.323, SCCP, ISDN.
- Basic understanding of various logs and traces from Collaboration products CUCM, CUC, CUCM IM&P, gateways.
- Good understanding of various APIs, SDKs and protocols used for automation: AXL, REST, SOAP.
- Ability to write scripts / programs in at least one language for example: Python, Java, Perl.
- Ability to troubleshoot collaboration solutions covering multiple products and features under and drive incidents towards resolution.
- Able to identify problems, acquire ownership and deliver solutions at a high level of customer satisfaction.
- ITIL Foundation level knowledge.
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