Overview: IPT and ICM/UCCE Tier 3 Role and Responsibilities:
The Level 3 IPT/ICM engineer has the responsibility of providing tier 3 assistance in support of our customers' Cisco Unified Communications Manager (CUCM) and ICME (UCCE) Unified Contact Center Enterprise environments.
Responsibilities:
This engineer will be an escalation point in troubleshooting issues on the Voice Over IP network to include CUCM issues, Gateway issues, and other common issues impacting voice operation and quality. For Contact Center troubleshooting and resolution of the UCCE to include the Core (Router Logger and HDS), CVP (Customer Voice Portal), Peripheral Gateways, and ISR dedicated Routers, and additional components or features as added or deployed.
The engineer should be fluent with the Cisco protocols supporting voice as well as the system features and functionality of the CUCM and UCCE products. The engineer will assist in providing ongoing support for Public Switch Telephone Network (PSTN) interfaces and therefore must understand integrations of Telco systems including FXO/FXS, T1, ISDN, Inter-Cluster trunks, and SIP.
This engineer will also be responsible for proactive analysis of the CUCM and UCCE environments, providing recommendations for improvement based on historical data and trends.
Other responsibilities include documenting all incidents and problems within an incident management system; and performing software upgrades and patches as needed. Also participating and tracking Change Management requests and tasks.
This position requires some after-hours support, and being on-call is part of this position.
Qualifications: Excellent written and verbal skills are a must. Successful candidates should have a minimum of 5+ years experience within a Cisco Unified environment.
Experience to include:
Design/Troubleshooting/Implementation in Cisco VoIP Networks - Cisco Call Manager/Unified Communication Manager, versions 4 - Current.
Design/Troubleshooting/Implementation in Cisco UCCE Applications and products - Cisco Call Manager/Unified Communication Manager, versions 7 - Current.
Configuration/Implementation/Troubleshooting of Cisco Unity Connect and CUPS in an Enterprise environment.
Design/Configuration/Troubleshooting of call control protocols on Voice Gateways (H.323, MGCP and SIP).
Design/Implementation/Troubleshooting of Cisco Voice LAN/WAN networking devices (Routers, Switches, etc.).
Configuration/Implementation/Troubleshooting of Cisco Call Manager Express and Cisco Unity Express.
Configuration/Implementation/Troubleshooting of Cisco Telepresence.
Configuration/Troubleshooting of QOS settings for voice and video over WAN connections.
Performing analysis of network and IPT data, identifying trends and anomalies, and making recommendations for optimization.
Technical escalation point for other team members.
Must work well within a team, as well as independently.