Unified Communications Administrator

WHAT YOU WILL BE DOING

Support Team Members by building new hires, moves/adds/changes, application access & trouble tickets

Perform administration of Cisco Unified Communications Manager, Cisco Unity Connection & Cisco Contact Center Enterprise

Monitor Unified Communication system applications to ensure peak performance

Handle 2nd level incident/trouble tickets & escalate to appropriate persons or groups if necessary

Assist in monthly system patching & testing of Unified Communication systems

Provide regular status on tasks accomplished, current issues & progress toward goals

Creates and maintains documentation as it relates to standard operating procedures

Monitor and test voice network performance, and provides performance statistics and reports

Collaborate with other team members across IT and the business

Participate in rotating on-call coverage or emergency response as need

Provide coaching, mentoring, and training to UC Admin 1’s.

Primary point of escalation for UC Admin 1’s to assist them with higher level troubleshooting

Work with UC Engineers on higher-level projects

WHAT WE NEED FROM YOU

Required

Computer-related degree or equivalent experience

3+ years of experience in Information Technology

2+ years of experience with Cisco application administration

Experience with Cisco Call Manager and Unity Connection

Strong working knowledge of TCP, UDP, SIP and VoIP

Configuring, troubleshooting and maintaining networking systems

Communicate technical issues and solutions in a clear, simple and understandable way

Strong Microsoft Office experience (Word, Excel, PowerPoint)

Experience working in ticketing systems (ServiceNow)

Onsite, full-time attendance

Experience with Cisco Call Manager, Cisco Unity Connection & Cisco Contact Center Enterprise

Preferred:

Computer-related degree or equivalent experience, or CCNA or equivalent certifications

Experience with Packaged or Unified Contact Center Enterprise

Experience with Contact Center Enterprise, Cisco Emergency Responder & Unified

Communications third-party applications/integrations

Experience with automation/provisioning tools

Financial Services industry experience