Senior Unified Communications Engineer — Cisco UC Expert

Recruit Express Pte Ltd

Singapore

On-site

SGD 67,000 - 112,000

Full time

9 days ago

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Job summary

Recruit Express Pte Ltd in Singapore is seeking an experienced UC Engineer to support operations, manage ticketing and service email during office hours, and collaborate with vendors and clients to maintain Cisco UC systems.

The role covers troubleshooting CUCM, CUC, Jabber and related components, developing guides and ensuring prompt, courteous communication with customers, while identifying opportunities to expand system use and drive ongoing improvements.

Qualifications

Experience managing and troubleshooting UC and contact centre solutions.
Hands-on experience with CUCM, Unity Connection, Cisco IMP, Jabber, Expressways, UCCX, CMS, UCCE & PCCE.
Knowledge of Cisco Telepresence endpoints and related components.
Experience with Cisco Voice Gateways and SIP/MGCP/H.323.
Experience integrating 3rd party applications with CUCM.
Strong customer-focused communication and documentation skills.
Willingness to learn and grow in technology space.

Responsibilities

Understand & familiarise with the process, practices and ITSM platform related to Support Operations
Manning Ticketing Platform and Support Email during office hours, gather relevant information from customer during initial call.
Ensure that all correspondence with customers is performed in a prompt and courteous manner.
Work with vendors, clients, carriers and technical staff on maintenance, optimization, and security of Cisco Unified Communications (UC) system. This includes but is not limited to troubleshooting infrastructure and services including CUCM, CUC, IMP, Jabber, Voice gateways, UCCX, PCCE, CMS and all other UC application.
Take ownership/leadership during remediation and troubleshooting sessions. Provide remediation direction, insight and/or recommendations to drive resolution.
Identify opportunities for expanding the use case, features, and functionalities of the existing system
Stay updated with the industry trends, new product and services, security issues, and any other information related to the UC system
Develop and maintain user guides, technical guides, project plans and any other system related documentation for respective system.
Support for 3rd party integration (Verint, Nexlab, Calibrio, etc..) with the Cisco UC systems.
Adhere to the design, programming, and application standards as setup by the company. Including compliance with all firm and departmental policies and procedures
Maintain detailed knowledge (and be sensitive) of clients’ environments, where applicable, by maintaining and updating relevant documentation.
Perform onsite/remote site surveys and/or inventory audit for selected customers.
Responsible for opening and closing of support tickets when applicable and providing timely updates to user for support cases that has been allocated to you
Work closely with various team of engineers (internal & external) for troubleshooting.