Title: Sr. UC Engineer
Location or Remote: REMOTE
Contract Duration: 1 year
Key Responsibilities:
Cisco Unified Communications (CUCM) Management:
- Design, configure, and deploy Cisco UC solutions (CUCM, Unity Connection, Jabber, etc.) to meet organizational needs.
- Administer and support Cisco UC infrastructure, including call routing, dial plans, and endpoint management.
- Troubleshoot and resolve issues related to Cisco collaboration tools (voice, video, IM, and conferencing).
- Perform system upgrades, patches, and updates for Cisco UC platforms.
- Ensure high availability and redundancy for Cisco UC services, minimizing downtime.
Zoom Platform Administration:
- Implement and manage Zoom Meetings, Zoom Phone, and Zoom Rooms for seamless communication.
- Design and deploy Zoom Rooms and Zoom Webinar solutions for enterprise collaboration.
- Troubleshoot and resolve issues related to Zoom services, including audio/video quality, user permissions, and integrations.
- Integrate Zoom with Cisco UC solutions, AWS Connect, and other business applications.
- Manage licensing, user provisioning, and reporting for Zoom usage.
AWS Connect (Cloud Contact Center):
- Design and implement AWS Connect-based contact center solutions for both inbound and outbound calls.
- Configure AWS Connect routing profiles, queues, and contact flows to optimize call handling.
- Integrate AWS Connect with third-party applications, CRMs, and business tools.
- Monitor the performance and quality of AWS Connect systems and ensure a smooth end-user experience.
- Provide tier-2 and tier-3 support for AWS Connect-related issues and resolve them in a timely manner.
Collaboration Tools and Integration:
- Integrate Cisco UC, Zoom, and AWS Connect with other collaboration and productivity tools (e.g., Microsoft 365, Salesforce, ServiceNow).
- Collaborate with cross-functional teams to ensure seamless communication and resolve integration challenges.
- Stay up-to-date on new features and updates to all UC platforms and recommend improvements or new implementations as necessary.
Documentation & Reporting:
- Maintain detailed documentation for UC systems, configurations, and troubleshooting procedures.
- Generate reports on system performance, utilization, and issues for stakeholders.
- Ensure compliance with internal policies, security standards, and vendor best practices.
Support and Training:
- Provide advanced support for UC-related issues and collaborate with IT support teams to resolve escalated issues.
- Offer training and guidance to end users on best practices for Cisco UC, Zoom, and AWS Connect.
- Conduct internal workshops and knowledge-sharing sessions to improve team competency in UC technologies.
Interview Process:
