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Voice Engineer L2
Ref No.: 21-00220
Location: Cary, North Carolina
 This Voice Engineer role provides critical services to both internal and external customers. You'll oversee troubleshooting and incident support, acting as owner for those systems. You'll also understand and manage the interrelationships between the various products and the infrastructure systems. We take pride in our well-organized, well-documented, stable, and compliant infrastructure environments, and you'll get to play a key role. 

What you will do:
  • Responsible for providing technical support for UCCaaS voice network environment including but not limited to network incident identification, documentation, escalation and resolution;
  • Provide voice advanced technical support and direction to lower level technicians in a Network Operation environment
  • Responsible for ongoing projects related but not limited to customer acquisition, keeping the UCCaaS platform healthy and optimized.
  • Responsible for troubleshooting and configuring Cisco IPT (IP Telephony)  and Collaboration solutions involving Call Managers, Unity Connection, Emergency Responder, Gateway – SIP/MGCP, Clients, Expressway, IM&P
  • Understanding of underlying Sever infrastructure Computing Infrastructure and monitoring, SAN, EMC Storage, Cisco UCS, Cisco Hyperflex, FCoE, VMware virtualization technologies such as vCenter, Esxi, and Nexus 1000v
  • 24 x 5 support with on-call rotation during the weekends
  • Scripting and automation experience is a plus
  • Execute change requests submitted by the Customer

Qualification, Experience & Required Skills:
  • Minimum Cisco Certified Network Professional (CCNP) "Collaboration” or "Datacenter, or equivalent experience with certification completion in progress
  • 5+ years' experience in supporting and managing Cisco Unified Communication and Collaboration global environments, including troubleshooting and configuring Cisco IPT (IP Telephony) solutions.
  • Strong customer service and support skills
  • Strong written / verbal communication

Desirable Skills:
  • Knowledge and/or certifications including but not limited to ITIL, VMWare, Cisco IOS & Nexus, QoS, Session Border Controllers (Ribbon, Oracle and/or Cubes SP) and Contact Center
  • Bachelor's degree or equivalent relevant work-related experience.