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Senior UC Collaboration Engineer
3 months ago
We are seeking a highly skilled Senior UC Collaboration Engineer. The ideal candidate will have comprehensive experience in Cisco unified communications, WebEx dedicated instance, and WebEx contact center. This role includes system design, implementation, regular maintenance, managing collaboration tools, and ensuring security and compliance with industry standards.
Key Responsibilities
- System Design and Implementation: Design, implement, and maintain telecommunication and Cisco VoIP/WebEx systems, ensuring they meet industry standards for security and compliance.
- Cross-functional Collaboration: Gather telephony-related requirements and provide technical expertise during solution design and implementation phases, collaborating with cross-functional teams.
- Individual Contribution: Design and implement voice projects, demonstrating the ability to work independently.
- Issue Management: Handle P1/P2 issues over bridge/WebEx sessions with strong problem-solving skills.
- Leadership and Coordination: Lead the installation, configuration, maintenance, capacity planning, and upgrading of all telecommunication and Cisco VoIP/WebEx systems.
- Technical Proficiency: Support and maintain Cisco unified communication platforms, including VoIP, Cisco UCM, CUPS, Unity Connection, Expressway, Jabber, and WebEx Cloud Calling.
- Project and Technical Support: Provide project support, technical support, and vendor escalation as needed to maintain the telecommunications and Cisco VoIP/WebEx environment.
- Configuration and Troubleshooting: Perform VoIP router and VoIP/UC server configuration and troubleshooting for the telecommunications and Cisco VoIP/WebEx network.
- Documentation: Prepare, maintain, and distribute technical documentation for all assigned systems and projects, including processes, procedures, troubleshooting, system design, training, and change management using Atlassian Confluence, MS Visio, Word, and Excel formats.
Qualifications
Required Skills and Experience
- Experience: 8-10 years of IT experience, with hands-on WebEx DI & Contact Center implementation experience.
- UC Products: Proven experience as a UC engineer or a similar role with in-depth knowledge of unified communications products and their practical implementations.
- Technical Expertise: Proficient in CUCM 14.x, CUC, IM&P, Expressway C & E servers, and Jabber & WebEx app implementation and troubleshooting.
- Control Hub: Expert knowledge in Control Hub.
- Additional Knowledge: Familiarity with MS Teams direct routing is a plus.
- Networking: Strong understanding of networking protocols, network architecture, and security principles.
- Third-party Products: Familiarity and exposure to Cisco third-party products (e.g., Calabrio, eGain VIM, Verint, Nice, Nuance, etc.).
- Problem-solving: Analytical mindset with strong problem-solving skills to address complex VoIP-related challenges.
- Automation: Experience with scripting languages (e.g., Python, PowerShell) for automation is a plus.
- ITIL Knowledge: Good understanding of ITIL tools and processes.
- Education: Bachelor’s degree in Computer Science, Electronic Science, or a related field (or equivalent experience).
IP Telephony Skills
- CUCM: Versions 11.X, 12.X, 14.X
- Unity Connection: Versions 11.X, 12.X, 14.X
- UCCX: Versions 11.X, 12.X, 14.X
- IM&P: Versions 11.X, 12.X, 14.X
- Expressways, CER, and Other UC Products: Comprehensive knowledge.
- Voice Gateway: SIP, H323, MGCP, VG224, VG248, SBC
- Cisco Finesse & WebEx App
- QAM/WFO (Calabrio)
Additional Information
Western Digital thrives on the power and potential of diversity. As a global company, we believe the most effective way to embrace the diversity of our customers and communities is to mirror it from within. We believe the fusion of various perspectives results in the best outcomes for our employees, our company, our customers, and the world around us. We are committed to an inclusive environment where every individual can thrive through a sense of belonging, respect and contribution.
Western Digital is committed to offering opportunities to applicants with disabilities and ensuring all candidates can successfully navigate our careers website and our hiring process. Please contact us at jobs.accommodations@wdc.com to advise us of your accommodation request. In your email, please include a description of the specific accommodation you are requesting as well as the job title and requisition number of the position for which you are applying.
