Key Responsibilities:
Design, deploy, configure, and support Cisco Unified Communications solutions.
Administer and troubleshoot Cisco Unified Communications Manager (CUCM).
Configure and support Cisco Unity Connection, IM & Presence, and Cisco Expressway.
Implement and maintain dial plans, route patterns, translation patterns, and calling search spaces.
Integrate collaboration systems with PSTN gateways, SIP trunks, and Cisco CUBE.
Support Cisco IP phones, video endpoints, and Webex devices.
Troubleshoot voice and video quality issues related to latency, jitter, and packet loss.
Perform system upgrades, patches, backups, and health checks.
Ensure high availability, redundancy, and disaster recovery readiness.
Coordinate with network, security, and service provider teams.
Support Webex Calling and hybrid collaboration deployments.
Maintain accurate technical documentation, configurations, and diagrams.
Handle incidents, problems, and changes following ITIL best practices.
Meet SLAs and KPIs within a managed services environment.
Personal Skills:
Strong troubleshooting skills to resolve complex collaboration issues.
Ability to collaborate effectively with cross-functional teams to integrate collaboration tools.
Excellent communication skills for stakeholder and end-user interactions.
Technical Skills:
Advanced knowledge of collaboration tools such as Microsoft Teams, Zoom, Cisco WebEx, and Slack.
Experience in designing, implementing, and supporting collaboration solutions.
Proficiency in network infrastructure and protocols related to collaboration technologies.
Strong expertise in Cisco Unified Communications (UC) solutions.
Hands-on experience with Cisco Unified Communications Manager (CUCM).
Knowledge of Cisco Unity Connection (Voicemail) administration.
Experience with Cisco IM & Presence (IM&P).
Experience with Cisco Webex (Calling, Meetings, Control Hub).
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