Engineer

• Respond to NSD Incident tickets physically and in the system with accurate, timely and thorough updates pertaining to voice, CUCM, UCCX.
• Respond to High Priority outages to include Circuit outages with carriers by opening up tickets with carriers until resolved.
• Collaborate with other Tier IIs and escalate to Tier III Engineers to reach successful and timely resolution for all customer issues.
• Conduct a warm handoff of unresolved issues or activities in progress at shift changes. • Proactive Monitoring and Analysis of UC Infrastructure
• Support after hours maintenance on Contact Center and Cisco VoIP systems
• MACD and Service Request Support • System level changes and maintenance
• Problem Management support including post-mortem reports and analysis
• Analysis of service infrastructure using specialized tools and systems
• Perform system and database backup and recovery
• Circuit outages; work with carriers to resolve circuit issues
• Patching
• Local PBX/Queue work at Call Center
• Experience with Gateway or Unity is beneficial
• Daily/night health checks on all systems as applicable
• Strong work ethic, highly responsive, dependable, and self-directed
• Professional communication skills (verbal and written)
• Good team player that takes initiative and is collaborative

Engineer 5 – Tier II

Senior Forward Deployed Engineer

Process Engineer – Service Delivery

Engineer IV

Lead Field Services Engineer – Manipulator Crane Operator

Lead Field Services Engineer – Manipulator Crane Operator