UC Engineer

Why choose Logicalis?

As Architects of Change, Logicalis' focus is to design, support and execute clients' digital transformation by uniting their vision with their technology expertise and industry insights. The company, through its deep understanding of key IT industry drivers such as security, cloud, data management and IoT, can address customer priorities such as revenue growth and business, operational efficiency, innovation, risk and compliance, data governance and sustainability.

Responsibilities:

1. Understand & familiarize with the process, practices and ITSM platform related to Support Operations.
2. Manning Ticketing Platform and Support Email during office hours, gather relevant information from customer during initial call.
3. Ensure that all correspondence with customers is performed in a prompt and courteous manner.
4. Work with vendors, clients, carriers and technical staff on maintenance, optimization, and security of Cisco Unified Communications (UC) system. This includes but is not limited to troubleshooting infrastructure and services including CUCM, CUC, IMP, Jabber, Voice gateways, UCCX, PCCE, CMS and all other UC application.
5. Take ownership/leadership during remediation and troubleshooting sessions. Provide remediation direction, insight and/or recommendations to drive resolution.
6. Identify opportunities for expanding the use case, features, and functionalities of the existing system.
7. Stay updated with the industry trends, new product and services, security issues, and any other information related to the UC system.
8. Develop and maintain user guides, technical guides, project plans and any other system related documentation for respective system.
9. Support for 3rd party integration (Verint, Nexlab, Calibrio, etc.) with the Cisco UC systems.
10. Adhere to the design, programming, and application standards as setup by the company, including compliance with all firm and departmental policies and procedures.
11. Maintain detailed knowledge (and be sensitive) of clients’ environments, where applicable, by maintaining and updating relevant documentation.
12. Perform onsite/remote site surveys and/or inventory audit for selected customers.
13. Responsible for opening and closing of support tickets when applicable and providing timely updates to user for support cases that have been allocated to you.
14. Work closely with various team of engineers (internal & external) for troubleshooting.

Qualifications:

1. Experience Managing & Troubleshooting UC & Contact Centre Solutions.
2. Experience working with CUCM, Unity Connection, Cisco IMP, Jabber, Expressways, UCCX, CMS, UCCE & PCCE is a must.
3. Knowledge of Cisco Telepresence (Endpoints, VCS, MCU, TMS, TCS, etc. and VC endpoints (MX, DX, SX, Spark Boards, Room Kit).
4. Experience working with Cisco Voice Gateways (ISR G2 / 4K), CUBE.
5. Experience working with MGCP, H.323 and SIP implementation within voice network.
6. Experience in troubleshooting Voice routing and call quality issues.
7. Deep knowledge for Advanced CUCM Dial Plan.
8. Experience of 3rd party application integration with CUCM.
9. Knowledge of advanced Cisco voice troubleshooting and resolution.
10. Knowledge of Voice recording system (AQM/Calabrio/Verint etc.).
11. Graduates in relevant fields of studies (IT, Infocomm, Com Science, etc.).
12. Candidates with the relevant certificates (e.g., CCNP/CCIE Collab) are preferred.
13. Looking for candidates with a strong interest/passion to learn and grow in the technology space.
14. Candidate should be customer oriented and able to communicate in a clear and concise manner.

Interested applicants kindly please submit your application with your expected salary and notice period to be considered for the role.

We regret that only shortlisted candidates will be notified.