Cisco Production Service Engineer - Hybrid Remote

Job Summary

Operates a company s complex high traffic business critical systems comprised of internet site communications, internal systems, network infrastructure systems, telecommunications, and/or network-based (cloud) production systems. Helps plan, design, implement, maintain, and monitor, scalable local and wide-area network solutions between multiple platforms and protocols (including IP and VOIP). Responsible for specific underlying production service(s) system(s) including the performance, maintenance, support(s)/troubleshoots the network or system issues, and coordinates installation and configurations of such items as appliances, firewalls, servers, routers and switches with appropriate vendors. Develops tools to automate the deployment, administration, and monitoring of all facets of a production system. Develops and delivers training, and assists with proposal writing. Demonstrates transparency in the role by sharing information, collaborating, and working cohesively as a group with other employees. Works to cross-develop skill sets in all facets of the department's role rounding out their education in all facets of production services.

Additionally, production service engineers help in project planning, documentation, cost analysis, vendor comparisons and works on project implementations. Works with the respective teams to enhance and improve system operability. Conducts tests of all production services and their supporting systems ensuring redundancy, resilience, and failover to ensure up-time standards are fully achieved. Will be required to provide on-call service coverage with the other department employees.

Lastly, a production service engineer will demonstrate better customer service which consists of sustained; continued successes, better interpersonal skills, better communications, increased profits in the organization, higher job satisfaction, improved company or organization morale, better teamwork, and market expansion of services/products.

We are currently seeking a Cisco Unified Communication Engineer to join our team. The ideal candidate will have a deep understanding of Cisco s suite of communication tools and a problem-solving mindset.

Desired Skills/Experience:

• Manage and maintain Cisco Unified Communications Manager.
• Handle MACD (Moves, Adds, Changes, and Deletes) and Break Fix tasks.
• Work with Cisco Unity, a voice messaging platform.
• Utilize Cisco Emergency Responder (CER) for emergency call routing.
• Manage and troubleshoot Cisco Finesse, a next-generation agent and supervisor desktop.
• Experience with Cisco Jabber for voice calls.
• Handle Agent MACD and troubleshooting tasks for Cisco Packaged Contact Center Enterprise (PCCE).
• Troubleshoot ICM Peripheral Gateway issues.
• Work with virtual machines and unified communications on UCS in a hosted collaboration environment.
• Familiarity with Gateway Protocols such as H323, SIP, MGoogle Cloud Platform.
• Basic knowledge of network routing and switching.
• Experience with ticketing systems for managing user requests and incidents.
• Troubleshoot softphone issues on laptops/desktops.

Qualifications

• High School Diploma or G.E.D.
• Completion and receipt of additional Accredited Technical Training Certificate and/or Four (5) years of systems Support Operations experience installing, analyzing and diagnosing systems hardware and software problems. OR Bachelor s degree in computer related field and systems Support Operations experience installing, analyzing and diagnosing systems hardware and software problems or Associate s degree and Three (3) years of PC Support Operations experience installing, analyzing and diagnosing PC hardware and software problems. OR 5+ years of systems Support Operations experience installing, analyzing and diagnosing systems hardware and software problems.
• Knowledge of Spok Inc., Workspace ONE, Hill-Rom Voalte, Stryker Vocera, Cellular DAS is a plus.
• CCNA or CCNP Collaboration Certification is a plus.

Certifications Preferred:

• Any of the following certifications: CompTIA A+, Network +, Public Cloud Certifications, Citrix CCA\P-V, CISSP, CCNA, MCSE, MCSA, PMP, LPIC, RHCSA, VCA, VCP, NCP, and/or ITIL standards certifications.
• Three (3) years of related experience on various project involving at least one of the following technology verticals storage infrastructure, data networks and server clustering and server virtualization.
• Advanced competencies with basic computer-based programs and job-related applications.
• Strong interpersonal skills are required to communicate across multiple organizational lines.
• Strong organizational skills are required to work on multiple simultaneous dissimilar activities.
• Attention to detail and the ability to work well in group and solo situations is a must.
• Experience with Cisco Voice platforms Call Manager, Unity, VoIP gateway, SIP, ISDN PRI, and dialing plans
• Experience with monitoring, capacity planning, performance reporting, optimization, and troubleshooting of enterprise deployment
• Strong written and verbal communication skills and solving complex challenges
• Resourceful and can identify an issue to resolution and keep the project moving forward
• Experience in voice/data service carrier to identify and resolve voice-related signaling

The successful candidate will be a team player with excellent communication skills. If you are passionate about unified communications and enjoy working in a fast-paced, dynamic environment.