PDDN

UCM Engineer

PDDN

contract

Posted on:

Location Type: Remote

Location: Texas • United States

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Tech Stack

JavaPerlPythonSOAP

About the role

  • Analyze, configure, and troubleshoot networks with mixed media and protocols.
  • Effectively create and utilize lab setups to duplicate and solve problems, validate planned changes to software and hardware design.
  • Provide remote troubleshooting support to resolve UC related issues.
  • Follow-through on all UC Incident tickets assigned to your bin and their resolution.
  • Engage PS and TAC for assistance on RMAs and complex issues support.
  • Coordinate field services as needed for onsite support.
  • Follow the defined communication procedures for incident updates.
  • Strictly adhere to processes related to tickets update with meaningful and correct notes.
  • Respond to network management system alarms according to established processes.
  • Priority support for identified key customer functionalities and escalations.
  • Effectively work with cross-functional teams to resolve major customer issues.
  • Drive for continuous learning, results orientation, and teamwork.
  • Work on developing automations and scripts that allow you to work faster and more efficiently.
  • Help improve overall team quality by automating repetitive tasks and changes on the infrastructure.

Requirements

  • UCM engineers who have experience managing and troubleshooting Ribbon SBCs.
  • Basic understanding of Cisco IP telephony Network Infrastructure.
  • Good knowledge of voice protocols SIP, MGCP, H.323, SCCP, ISDN.
  • Basic understanding of various logs and traces from Collaboration products CUCM, CUC, CUCM IM&P, gateways.
  • Good understanding of various APIs, SDKs and protocols used for automation: AXL, REST, SOAP.
  • Ability to write scripts / programs in at least one language for example: Python, Java, Perl.
  • Ability to troubleshoot collaboration solutions covering multiple products and features under and drive incidents towards resolution.
  • Able to identify problems, acquire ownership and deliver solutions at a high level of customer satisfaction.
  • ITIL Foundation level knowledge.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
network troubleshootingnetwork configurationvoice protocolsSIPMGCPH.323SCCPISDNscriptingautomation
Soft Skills
problem-solvingcustomer satisfactionteamworkcommunicationresults orientationcontinuous learningownershipcross-functional collaborationincident managementprocess adherence
Certifications
ITIL Foundation