UCM Engineer

Responsibilities

• UCM engineers who have experience managing and troubleshooting Ribbon SBCs. (experience with Oracle and Ribbon SBCs is a plus) but Ribbon SBC is a gap we are trying to close. Ribbon Session Border Controllers (SBC)
• 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.

• UCM engineers with experience managing and troubleshooting Ribbon SBCs (experience with Oracle and Ribbon SBCs is a plus).
• 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 such as Python, Java, Perl.
• Ability to troubleshoot collaboration solutions covering multiple products and features and drive incidents toward resolution.
• Able to identify problems, acquire ownership and deliver solutions at a high level of customer satisfaction.
• Excellent written and verbal communication, interpersonal and presentation skills.
• Proven planning, prioritization, and organization skills.
• ITIL Foundation level knowledge.

All your information will be kept confidential according to EEO guidelines.