IT Engineer Infrastructure - Voice, Data Network Infrastructure, Cisco Unified Communications

Serves as a liaison with business partners, solutions, and enterprise architects to define and understand target strategies.                                                          

•             Collaborates with counterparts in various IT Teams (e.g., database, operations, technical support) throughout system development and implementation.                                                         

•             Develops and modifies solutions by identifying technical solutions to business problems.                               

•             Provides consultation and technical advice on IT infrastructure planning, engineering, and architecture for assigned systems by assessing the implications of IT strategies on infrastructure capabilities.                                        

•             Collaborates with IT teams and key business partners to troubleshoot complex systems and provides solutions, as appropriate.                                                                                                                            

•             Evaluates new service options, identifies issues and impacts, and provides recommendations on feasibility and ROI.                                                      

•             Collaborates with architects and software engineers to ensure functional specifications are converted into flexible, scalable, and maintainable designs.                                                       

•             Verifies system designs adhere to company architecture standards (Plan of Record – POR).                                           

•             Leads the implementation of assigned enterprise infrastructure systems to ensure successful deployment and operation by developing and documenting detailed standards (e.g., guidelines, processes, procedures) for the introduction and maintenance of services.

•             Act as the lead Service Area Engineer (Voice Engineer) to provide expert level guidance for system implementations, operational support, preventative maintenance, and downtime procedures.

•             Provide technical consultation and guidance to other Voice Services team members and mentor staff to develop required skills for supporting an enterprise UC/Voice environment.

•             Support the development of new voice/telephony and network systems that will support UC across the enterprise.

•             Support new project development, including systems analysis, planning and preparation, coding/scripting, testing and implementation and client coordination as needed.

•             Develop, support and maintain systems documentation and procedures as needed and provide training to other IT staff and user clients as appropriate.

•             Coordinate interactions and activities of vendors, both on-site and off-site as related to systems or areas supported.

•             Assign, plan, manage and complete tasks with minimal supervision and coordinate multiple assignments concurrently.

•             Perform daily system monitoring including ensuring that automatic data collection is functioning correctly, reviewing logs for hardware and software.

•             Work with IT teams to coordinate security management process including risk and vulnerability analysis and related documentation associated with UC/Voice systems.

• 2-3+ years of Cisco Unified Communications Design, implementation, and support with specialties in Cisco Unified Communications Manager, Cisco Unity and Unity Connection, Cisco Unified Contact Center, and Cisco Emergency Responder


• Proven experience supporting Cisco Unified Communications components including Jabber/Presence and WebEx


• Expertise in end user devices including Windows desktop/laptops, Apple desktop/laptops and iOS devices, Microsoft O365 Application, Teams, and Teams Voice.


• Intermediate Cisco routing and switching / data networking skills: routers and switches, MPLS, BGP, EIGRP and other protocols


• Proven experience with QoS, SIP, and VOIP best practices in an enterprise environment.


• Strong understanding and working knowledge or network and voice infrastructures: LAN, WAN, routers, switches, firewalls, trunking, PSTN, PRI, TDM, POTS, and local exchange carriers.


• Proven experience with Unified Contact Center Enterprise (UCCE) system architecture, components, integration points, and intermediate system adminstration


• Basic knowledge of automatic call distribution (ACD) call flows and function within contact center environments


• Ability to manage multiple assignments and projects independently and simultaneously.


• Strong problem solving and analytic skills; able to use knowledge of systems to identify source of problem quickly.


• Well-developed troubleshooting skills, including tenacious ability to research, analyze and resolve a variety of hardware and software problems.


• Must be able to communicate well both verbally and in writing, as well as be able to follow both verbal and written instructions. The person in this position must be able to work with all levels of staff and work independently with minimum supervision. 


• Working knowledge of information security best practices and demonstrated commitment to information security.


• Working knowledge and experience with collaboration technologies and 3rd party applications such as Microsoft  O365, Teams Voice, Vocera, dictation software, Nurse Call, RightFax, overhead paging, etc.


• 1-3 years experience in the design and configuration of UNIX/Linux and/or Windows servers infrastructure.

This individual contributor is primarily responsible for providing technical advice on IT infrastructure, developing infrastructure solutions, and leading implementation and maintenance of assigned infrastructure systems.

• Completes work assignments by applying up-to-date knowledge in subject area to meet deadlines; following procedures and policies, and applying data and resources to support projects or initiatives; collaborating with others, often cross-functionally, to solve business problems; supporting the completion of priorities, deadlines, and expectations; communicating progress and information; identifying and recommending ways to address improvement opportunities when possible; and escalating issues or risks as appropriate.


• Pursues self-development and effective relationships with others by sharing resources, information, and knowledge with coworkers and customers; listening, responding to, and seeking performance feedback; acknowledging strengths and weaknesses; assessing and responding to the needs of others; and adapting to and learning from change, difficulties, and feedback.


• As part of the IT Engineering job family, this position is responsible for leveraging DEVOPS, and both Waterfall and Agile practices, to design, develop, and deliver resilient, secure, multi-channel, high-volume, high-transaction, on/off-premise, cloud-based solutions.


• Develops or modifies solutions by identifying technical solutions to business problems.


• Collaborates with various IT Teams (e.g., database, operations, technical support) throughout system development and implementation.


• Translates business requirements, and functional and non-functional requirements, into technical specifications that support integrated and sustainable designs for designated infrastructure systems, with guidance from senior colleagues as appropriate, by collaborating with Business Analysts to understand business needs and functional specifications.


• Reviews and makes changes to technical specifications and documentation.


• Provides some consultation and technical advice on IT infrastructure planning, engineering, and architecture for assigned systems.


• Assists in providing recommendations and input on options, risks, costs, and benefits for systems designs.


• Adheres to company architecture standards when developing system designs.


• Facilitates the maintenance and implementation of assigned enterprise infrastructure systems to ensure successful deployment and operation by developing and documenting detailed standards (e.g., guidelines, processes, procedures) for the introduction and maintenance of services.


• Evaluates new service options, identifies issues and impacts, and informs recommendations on feasibility and ROI.


• Evaluates existing systems to make recommendations on resources required to maintain service levels.


• Serves as a liaison with business partners, Solutions, and enterprise architects to help define and understand target strategies.


• Serves as a liaison with architects and software engineers to ensure functional specifications are converted into flexible, scalable, and maintainable designs.