Cisco Collaboration Engineer

Summary:

The Cisco Collaboration Engineer to support, troubleshoot, and maintain our unified communications infrastructure. This role focuses on Cisco voice and collaboration technologies, providing intermediate-level support for incidents and requests escalated from the help desk, as well as participating in projects and system upgrades.

Responsibilities:

1. Provide support for Cisco Unified Communications platforms including, Cisco Unified Communications Manager (CUCM), Unity Connection, IM & Presence, Webex Calling, Webex Control Hub, Webex Contact Center - Collabrio WFO/WFM, and Cisco Expressway and Jabber
2. Troubleshoot VoIP issues, call routing problems (CUBE Router), voicemail issues, and endpoint connectivity.
3. Monitor system health, performance, and capacity across collaboration platforms.
4. Assist in provisioning and configuring IP phones, softphones.
5. Support dial plan modifications, route patterns, translation rules, and SIP trunk configurations.
6. Work closely with various departments and vendors as needed.
7. Maintain and update technical documentation, SOPs, and knowledge base articles.
8. Assist in upgrades, patches, and system migrations.
9. Participate in on-call rotation and after-hours support as required.
10. Communicate status of ticket and tickets with end users, project managers, and vendors to ensure deadlines are met.

Other information:

Technical Expertise

1. Solid understanding of VoIP protocols (SIP, H.323, RTP) and CUBE router troubleshooting methodologies.
2. Familiarity with networking concepts: VLANs, QoS, DHCP, DNS, and IP addressing.
3. Hands-on experience with CUCM administration and Webex Control Hub.
4. Hands on experience with Webex calling.
5. Hands on experience with Webex Contact Center.
6. Knowledge of Cisco video infrastructure (Room Kits, Telepresence, Expressway) is a plus.

Education and Experience

1. Education: High School Diploma or equivalent
2. Licensure: None
3. Certification: Cisco 350-801 CLCOR Collaboration Certification or equivalent preferred
4. Years of relevant experience: 5+ Years of experience in IT support, with at least 3 years supporting Cisco Collaboration tools
5. Years of supervisory experience: None
6. Travel between Akron Children's locations will occasionally be required

Full Time

FTE: 1.000000

Status: Onsite