Job Description
Responsibilities of the role include, but are not limited to:
- Serve as lead for assigned voice network development and software implementation projects; evaluate and assess client needs; identify and recommend allocation of resources including staff, equipment and materials; set task priorities.
- Troubleshooting & Optimization: Execute L2/L3 support and perform root cause analysis for voice issues, addressing packet loss, jitter, and latency.
- Work with our network engineers to configure Cisco integrated service routers and multi layered switches to support voice operations.
- Migration of on-prem VOIP environment to CISCO Webex calling.
- System Deployment: Design and configure Cisco Unified Communications Manager (CUCM), Cisco Emergency Responder (CER), Cisco Unity Connection (CUC), and Session Border Controllers (CUBE / SBC).
- Call Routing & Dial Plans: Manage route patterns, translation rules, and calling search spaces to ensure reliable internal and external PSTN connectivity.
- Create and maintain detailed documentation for voice solutions and deployments. This includes developing voice dial plans and documenting configurations and procedures.
- Review, develop, and ensure compliance to standards for the voice network infrastructure system access, modification enhancement and replacement of system hardware and software.
- Vendor Management: Coordinate with telecommunication carriers and third-party vendors for number porting and incident resolution.
- Upgrades & Compliance: Oversee software patching, system backups, and firmware upgrades on Cisco voice gateways, phones, and servers.
- Provide out of hours support, when required.
Technical Qualifications
- Core Technologies: CUCM, CER, CUC, UCCX (Cisco Unified Contact Center Express), and Expressway.
- CISCO Webex Calling
- Protocols: SIP (Session Initiation Protocol), H.323, MGCP, and RTP.
- Networking: Strong understanding of IP routing, switching, and QoS (Quality of Service).
Basic Qualifications:
- Strong analytical, root-cause-analysis, and incident-resolution capabilities.
- Capability to manage after-hours maintenance windows and support issues.
- Clear communication and documentation skills for drafting technical network diagrams and Standard Operating Procedures (SOPs).
Preferred Qualifications:
- 5-7 years' experience
- Certifications: Professional-level credentials, such as the Cisco Certified Network Professional (CCNP) Collaboration
- Familiarity with ServiceNow ITSM solution and CMDB.
- Working knowledge of ITIL.
- Large project management experience and demonstrated understanding of project management processes, methodologies, and techniques.
- Knowledge of enterprise data centers and infrastructure environments.
- Strong human relation skills and ability to interact with vendors (i.e. hosting providers), offshore resources, and other IT professionals in a global environment.
- Experience with IT governance and change management.
- Ability to drive to consensus as well as to absorb and present complex ideas in a succinct and accurate manner.
- Self-motivated, problem solving oriented with keen attention to detail and excellent judgment skills.
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