Senior UC Operations Engineer

Successful candidates will be responsible for the implementation and support of on-prem solutions as well as playing a primary role in our move to UCaaS and CCaaS cloud solutions. The candidate will work with our infrastructure architecture and project teams to build, test, and deploy new solutions along with creating migration strategies to retire legacy technology.

Qualifications

• 5+ years relevant experience working in UC and/or Contact Center environments (SBC, Dial-plan, ACD, IVR, WFM, call recording services)
• Demonstrate a professional level understanding of UC and/or Contact Center design patterns for solutions with Cisco, Nice inContact, Genesys and Microsoft
• Experience deploying and supporting Nice inContact, CUCM, UCCE, WebEx Calling or other leading collaboration or contact center solutions
• Proven technical troubleshooting skills in a complex environment with 3rd party integrated solutions
• Experience with global telecommunications providers SIP trunking and TDM solutions and their regional routing and regulation requirements
• Knowledge and experience with network infrastructure (QoS, routing, DHCP, DNS and ability to packet capture/troubleshoot)
• Understanding of security infrastructure with respect to implementing collaboration services (firewall, VPN, certificates, encryption, etc…)
• Experience with project management methodologies (Agile, SDLC, DevOps etc…)
• Excellent communication and documentation skills with ability to interface with business users and executives as well as other architecture/engineering teams to create diagrams, call-flows and implementation presentations for technical and non-technical audiences
• Must be self-starter with ability for deep independent work as well as collaboration with others in a distributed global team