Poland | Full-time | Remote

We are on the lookout for an experienced Cisco Voice Engineer for our hiring partner – a growing fin-tech company to work on the new services.
This position will be focused on providing personalized “white-glove” service to end users of Cisco voice, IPC voice, and Nice recording. This position is also tasked with day-to-day responsibilities to move, add, and change programming for users on these systems.
The candidate will be responsible for on-call shifts to monitor all voice infrastructure. The successful candidate will have a minimum of 3 years prior experience with Cisco Call Manager, Cisco Unity Connection, VMWare as it relates to VMs for Cisco collaboration platforms, and CIMC. Engineer must be able to comprehend the firm’s overall voice design and implementation including network.
Locations: Poland, Fully remote.

Requirements

• Analytical and technical skill to troubleshoot equipment, diagnose, and resolve issues. 
• Hands on experience in supporting Cisco Call Manger and Unity. Version 11.x and above.
• Strong working knowledge of VMWare and virtualization technology
• Experience with Cisco Unity Connection 11.x or above (Voice mailbox creation, deletion, resets, instructions for access, self-service portals)
• Experience with UCCX 11.x or above (Contact Center Express, Finesse)
• Experience with NICE recording (full enterprise deployment with analytics and N+ 1 configuration) is a plus
• Experience with Solar Winds Monitoring platforms. (NPM, NCM)
• Experience with IPC Trade Phones (UNIGY Ver. 2) is a plus
• Knowledge of various VoIP protocols, topologies, telecommunications circuits, and related technologies (SIP, SCCP, MGCP, H.323, TCP/IP, UDP, RTP, VLANS, Security, QoS, PRI E1/T1, SNMP, NTP, Mulitcast, UNIcast)
• Basic understanding in layer 2 and 3 route/switch technologies
• Above average understanding of server operating systems, virtualization and storage.
• Cisco certifications preferred.

Recponsibilities:

• Provide Tier I support by way of phone, email, and Zoom for various Cisco, IPC Trade phone devices, Nice recording, and voice peripherals.
• Using various management portals move, add, and change, user phone configurations, voice mail, and other basic programming.
• Maintain inventories and track the deployment of accessories as it relates to headsets, phones, DID numbers, and Telco circuits, upgrades, platform versions.
• Assist in troubleshooting Plantronics and Jabra Headsets for end users.
• Understand Cisco Route/Switch Layer 2 and 3 as it relates to voice communications, understanding well enough to troubleshoot and escalate as necessary.
• Participate in BCP planning and testing as well as maintain related documentation, and an escalation matrix.