Unified Communication Enginee

Job description

Title: Unified Communications Engineer

Duration: 6Months + FTE

Location: Los Angeles, CA (Hybrid)

Rate: $55 - $65 /Hr

Note: Local to LA Candidate only

Job Summary

The Collaboration Engineer is responsible for administration and support of Voice, Audio Visual, and Contact Center with services including Telephony, Collaboration, Tele-health, Video Conferencing, Desk Phones, Soft-phones, Mobile Devices, Voicemail System, Call Recording, and Reporting.

The Engineer will have hands-on experience supporting UC Infrastructure administration, operational support, monitoring within the Cisco and MS Teams environment. With exposure to WebEx cloud solutions such as Webex meetings, calling and Contact Center products. The candidate will be responsible to manage AV equipment and assist with Microsoft Teams implementation and administration.

Facilitate disaster recovery exercises to demonstrate the capability of the HA environment, participate in all major incidents related to UC technology. Provide support to Service Desk technicians and lower level engineers when resolving operational day to day issues.

Hands-on troubleshooting capabilities, Service Request implementation, Incident ticket resolution, participate in on-call rotation.

Essential Duties and Responsibilities

• Participate with implementation and troubleshooting efforts within the Cisco CUCM environment.
• Participate with hardware installation, configuration, and maintenance of related technology.
• Participate in firmware and UC infrastructure upgrades, and patch management
• Participate in bulk provisioning of UC endpoints, contact center agents and setting up remote offices within Greater L.A area
• Perform day to day operational Service Request and incident ticket resolution.
• Participate with triaging major incidents and outages.
• Participate with technical validation tasks, end to end testing and documentation creation.
• Participate in active monitoring of UC environment acknowledge and respond to systems alerts
• Expected to participate in skill advancement training
• Perform other duties as assigned.

Skills

• Cisco UC applications – CUCM, Unity, CER CUBE
• Cisco WebEx cloud – Meetings, Calling, Contact center
• MS teams and AV technologies, including audio mixing, video conferencing, and control systems
• Understanding of Contact center system – UCCE, Finesse
• Customer Service - prompt and consistent communication with end-users to provide positive customer experiences and first-touch resolution via phone, email, or chat.
• Ability to prioritize tasks to meet deadline and regulatory compliance while applying critical thinking skills.
• Strong communication (written and verbal), project management, and organization skills.
• Ability to present ideas and respond to users in professional, business-friendly and user-friendly language and manner
• Ability to work effectively both independently and as part of a team.
• Proven ability to follow-up best practices, standard operations guidelines and implement process improvement initiatives

Education | Certification

• Bachelor's Degree
• In lieu of Degree, relevant experience or Cisco Certification will be considered.