UCM Engineer

Diverse Lynx LLC; Houston (TX); On-site; USD 80,000 - 110,000; Full time

Job summary

Diverse Lynx LLC, located in Houston, Texas, is seeking a UCM engineer with experience in managing and troubleshooting Ribbon SBCs. The ideal candidate will analyze, configure, and troubleshoot networks using various protocols and media.

This role emphasizes the importance of effective communication and teamwork, along with having solid automation skills in programming languages like Python or Java.

Qualifications

• Experience managing and troubleshooting Ribbon SBCs.
• Good knowledge of voice protocols SIP, MGCP, H.323, SCCP, ISDN.
• Ability to write scripts/programs in one language such as Python, Java, Perl.
• Excellent written and verbal communication skills.

Responsibilities

• Manage and troubleshoot Ribbon SBCs.
• Analyze and troubleshoot networks with mixed media and protocols.
• Create lab setups to duplicate and solve problems.
• Provide remote troubleshooting support.
• Coordinate field services for onsite support.

Skills

Troubleshooting Ribbon SBCs

Cisco IP Telephony

Voice protocols SIP, MGCP, H.323, SCCP, ISDN

Automation skills using Python, Java, Perl

Excellent communication skills

Understanding of APIs and SDKs

Education

ITIL Foundation level knowledge

Job description

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.

Qualifications

• 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.