Unified Communications Engineer

Recruit Express Pte Ltd; Singapore; On-site; SGD 67,000 - 112,000; Full time

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.

Skills

UC Troubleshooting

Contact Centre

Vendor Liaison

Network Troubleshooting

Voice QoS

CUCM

Jabber

Documentation

Education

Bachelor's degree in IT/Infocomm

CCNP/CCIE Collaboration

Tools

CUCM

Unity Connection

Cisco IMP

Jabber

Expressways

UCCX

CMS

UCCE

PCCE

Job description

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.

Qualifications

• Experience Managing & Troubleshooting UC & Contact Centre Solutions

• Experience working with CUCM, Unity Connection, Cisco IMP, Jabber, Expressways, UCCX, CMS, UCCE & PCCE is a must

• Knowledge of Cisco Telepresence (Endpoints, VCS, MCU, TMS, TCS, etc and VC endpoints (MX, DX, SX, Spark Boards, Room Kit)

• Experience working with Cisco Voice Gateways (ISR G2 / 4K), CUBE

• Experience working with MGCP, H.323 and SIP implementation within voice network

• Experience in troubleshooting Voice routing and call quality issues.

• Deep knowledge for Advanced CUCM Dial Plan

• Experience of 3rd part application integration with CUCM.

• Knowledge of advanced Cisco voice troubleshooting and resolution.

• Knowledge of Voice recording system (AQM/Calabrio/Verint etc)

• Graduates in relevant fields of studies (IT, Infocomm, Com Science, Etc..)

• Candidates with the relevant certificates (eg. CCNP/CCIE Collab) are preferred.

• Looking for candidates will a strong interest/passion to learn and grow in the technology space.

• Candidate should be customer oriented and able to communicate in a clear and concise manner.