UCM Engineer

Role: UCM Engineer
Location: Remote Work
Emp Type: Contract (C2C/W2)
Interview: Phone/Skype

§ UCM engineers who have experience managing and troubleshooting Ribbon SBCs. ( experience with Oracle and Ribbon SBCs is a plus ) but Ribbon SBC is a gap we are trying to close. Ribbon Session Border Controllers ( SBC )
§ Analyze, configure, and troubleshoot networks with mixed media and protocols.
§ Effectively create and utilize lab setups to duplicate and solve problems, validate planned changes to software and hardware design.
§ Provide remote troubleshooting support to resolve UC related issues
§ Follow-through on all UC Incident tickets assigned to your bin and their resolution
§ Engage PS and TAC for assistance on RMAs and complex issues support
§ Coordinate field services as needed for onsite support
§ Follow the defined communication procedures for incident updates
§ Strictly adhere to processes related to tickets update with meaningful and correct notes
§ Respond to network management system alarms according to established processes
§ Priority support for identified key customer functionalities and escalations
§ Effectively work with cross-functional teams to resolve major customer issues.
§ Drive for continuous learning, results orientation, and teamwork.
§ Work on developing automations and scripts that allow you to work faster and more efficiently
§ Help improve overall team quality by automating repetitive tasks and changes on the infrastructure

§ UCM engineers who have experience managing and troubleshooting Ribbon SBCs. ( experience with Oracle and Ribbon SBCs is a plus ) but Ribbon SBC is a gap we are trying to close. Ribbon Session Border Controllers ( SBC )
§ Basic understanding of Cisco IP telephony Network Infrastructure.
§ Good knowledge of voice protocols SIP, MGCP, H.323, SCCP, ISDN
§ Basic understanding of various logs and traces from Collaboration products CUCM, CUC, CUCM IM&P, gateways.
§ Good understanding of various APIs, SDKs and protocols used for automation: AXL, REST, SOAP
§ Ability to write scripts / programs in at least one language for example: Python, Java, Perl
§ Ability to troubleshoot collaboration solutions covering multiple products and features under and drive incidents towards resolution
§ Able to identify problems, acquire ownership and deliver solutions at a high level of customer satisfaction.
§ Excellent written and verbal communication, interpersonal and presentation skills.
§ Proven planning, prioritization, and organization skills
§ ITIL Foundation level knowledge

All your information will be kept confidential according to EEO guidelines.