Cisco Voice Operations Engineer

The Cisco Voice Operations Engineer will support the hardware/software/network technologies production environment by pro-actively monitoring and quickly responding to hardware/software/network incidents for one or more technologies within the technical area of expertise. Frequently collaborate with vendor/contractor partners to develop and implement detailed design, configuration and engineering strategies/solutions to resolve issues/incidents while remaining focused on security, up-time and performance. Provide troubleshooting and resolution to routine/semi-complex problems.

Key Responsibilities

This role is responsible for implementing solutions for complex application problems, system administration issues, participate in the triage of issues through monitoring and escalations, resolving incidents, overall day to day maintenance and hygiene for the Cisco Voice / Unified Communication solutions, contributing to problem and change management, fulfilling day-to-day ticketing requests, and helping improve global procedures for smooth operations.

Troubleshooting & Incident Management:

• Perform moderately difficult and independent assignments in the troubleshooting, problem diagnosis, problem resolution and ongoing production support for one or more technologies within the technical area of expertise.
• Responsible for documenting, implementing and deploying robust, stable and manageable solutions while minimizing hardware/software/network downtime.
• Responsible for participating in incident, change, and problem management within the environment while ensuring that all processes are followed.

Proactive Monitoring & Preventative Maintenance:

• Ensure the up time and response time SLAs/OLAs for services are met and or exceeded.
• Pro-actively monitor the stability and performance of various technologies within area of expertise and takes appropriate corrective action prior to an incident or problem occurring.
• Ensure patching and regular maintenance is performed as required.
• Actively collaborate with fellow members of the team and contractors/vendors on bridge calls to prevent or resolve incidents/problems in an expeditious manner.

Analysis:

• Deploy and document strategies and solutions for software/hardware/network engineering problems/incidents based upon comprehensive and thoughtful analysis of business goals, objectives, requirements and existing technologies.
• Independently identify key issues, patterns and deviations during the analysis.
• Recommend robust solutions utilizing pragmatic judgment, creativity, and in-depth technical knowledge and evaluation that comprehensively meet the needs of the business.

Leadership & Partnerships:

• Manage effective relationships and works in partnership with leadership, team members, vendors, and contractors to deliver robust technical solutions ensuring that service level commitments and project timelines are maintained.

Processes, Standards & Best Practices:

• Participate and provide input in the continual refinement of processes, policies and best practices to ensure the highest possible performance and availability of technologies.

Documentation:

• Create, maintain and update documentation of diagrams, engineering specifications, build changes, models, troubleshooting and support guides, systems metrics and Standard Operating Procedures as required to ensure operational excellence.

Continuous Learning:

• Continuously develop specialized knowledge and technical subject matter expertise by remaining apprised of Industry trends, the direction of emerging technologies, and their potential value to the business. 

Required Qualifications

• Bachelor’s degree in Computer Science, Computer Information Systems, Engineering or related field; or equivalent work experience
• 5 - 7 years’ experience in IP Telephony supporting multiple product lines with a strong emphasis on level 3 support, configuration, troubleshooting, implementation, security:
• Cisco Call Manager’s distributed.
• Cisco Unity Connection.
• Cisco Emergency Responder.
• Analog Gateways.
• Cisco Softphone solutions (Jabber & Webex) (Webex Cloud / Control Hub)).
• Cisco Expressway.
• Co-located active – active environments.
• Demonstrates the ability to take on new roles and opportunities.
• Strong problem solving, communication, and analytical skills.
• Demonstrates strong customer service skills.
• Possesses the ability to work in a changing environment with a minimum of direct supervision.
• Strong communications skills both verbal and written.

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