Principal, Voice Engineer

Description

PRINCIPAL VOICE ENGINEER (CUCM / UCCE) 

Responsibilities: 

Shift: US or APAC working hours (Shifting) 

• Be part of a team leading the Unified Communications technology initiatives at Ingram Micro
• Define technology standards, work on project teams, troubleshoot complex issues related to networking. 
• Manage service desk incident and request queues 
• Support Cisco Voice Infrastructures in the site and datacenter environments 
• Support the Cisco Contact Center Enterprise environment 
• Develop new contact center functionality and interpret business needs into technical delivery 
• Support Cisco Voice Infrastructures in the site and datacenter environments
• Support the Jabber environment (Cloud based Jabber)
• Help integrate the overall Unified Communications product portfolio for Ingram Micro 
• Provide troubleshooting techniques to diagnose issues and identify root causes of issues 
• Monitor alerts, trouble-shoot issues, and coordinate hardware replacement 
• Manage data center and site equipment inventory. Coordinate and plan hardware refresh with senior engineers and management. 
• Participate in the Ingram Micro change management process 

• Expertise with the following technologies: 
• Cisco Unified Call Manager 8.5 / 8.6 / 9.1 
• Cisco IOS routers and gateways to support a voice environment 
• Cisco phone hardware as well as softphone deployment experience 
• Cisco Unified Contact Center Enterprise (UCCE) 8.5 and 9.1
• Cisco voice gateways and routers to support a contact center environment
• Cisco Unified Intelligence Center (CUIC) 
• Cisco Jabber Client (Webex Connect Platform) 
• Cisco Webex support 
• Expert level experience in Cisco Unified Communications Manager (CUCM)
• Hands on experience in configuring gateways and routers for voice deployments
• Hands on experience delivering call manager (CUCM) in a large complex environment 
• Working knowledge of the entire Cisco Unified Communications product stack (Voice, Video, IM / Presence) 
• Expert level experience in Cisco Unified Contact Center Enterprise (UCCE)
• Hands on experience in configuring and managing call center scripts
• Hands on experience in configuring gateways and routers for voice 
• Working knowledge of Cisco Finesse and associated architectures 
• Working knowledge of Cisco Unified Intelligence Center (CUIC) 
• Cisco certification is desired