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.
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.
ITIL Foundation level knowledge.

UCM Engineer

Key skills