Job Description :
We are looking for a Sr. Cisco Call Center Engineer for a client located in Burbank, CA.

This position has the responsibility for managing the Cisco Voice and Call Center environments. The Senior Telecom Engineer establishes and maintains telecom performance by building telecom and network configurations and connections, monitors telecom and network performance, troubleshoots telecom problems and assists Network Administrators and other staff with telecom related activities.
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I ESSENTIAL & ADDITIONAL RESPONSIBILITIES
II •UCM/UCCX. Perform administration and deployment of UCM (Cisco Unified Communications Manager), UCM clusters, UCCX Express (Cisco Unified Contact Center Express), UCCX Enterprise (Cisco Unified Contact Center Enterprise
III •Cisco Core Networking. Cisco CCNP Collaboration or CCNA Collaboration certification preferred.
IV •Datacenter Switching and Routing. Recent experience configuring Cisco Nexus switches and Cisco ASR routers a plus.
V •Design and Process. Review and validate understanding of design requirements as well as recommended process changes
VI •Request Handling. Manage day-to-day client and internal service requests and document all services performed
VII •Dial-Plan. Design, modify and implement Dial-plan for Inbound and Outbound calls in UCM Clusters
VIII •Protocols. SIP, MGCP, H323, SCCP, ISDN PRI protocols
IX •QoS. Implement QoS using LLQ, FIFO, Weighted Fair Queuing, Priority Queuing, and Custom Queuing.
X •Call Center Reporting. Administer Comstice call center data display software. Administer SolarWinds voice management and reporting.
XI •Documentation. Design Call Flow diagrams for Legacy voice and UC auto attendants. Write technical documentation on configuring UCM features/functions and provisioning guides for UCM and UCCX.

I •Working knowledge of routing protocols such as RIP, EIGRP, and OSPF.
II •Basic understanding and experience with technologies like MPLS and VPN.
III •Basic knowledge of Security Principles and Practices.

A minimum 5 years of demonstrated work experience showing progressively increasing levels of responsibility.
IV.KNOWLEDGE, SKILLS & ABILITIES
5+ years of UCM/UCCX – VOIP networking experience /technical proficiency in integrating various vendor solutions with Cisco infrastructure supporting branch offices.
Required bachelor’s degree in a relevant discipline
Certification – CCVP, CCNP or CCIE certified or equivalent work experience in the network disciplines of Cisco Collaboration, Cisco VoIP and SIP
Ability to think adaptively and operate quickly in a dynamic financial and business environment
Familiarity with VMware operations and virtualization principles
Strong proven background in troubleshooting Cisco voice and video solutions
Network Management – SolarWinds VoIP and Network Quality Manager, SolarWinds IP-SLA
Knowledge of LAN/WAN protocols as well as DHCP, DNS, MPLS, VPN.
Ability to handle several projects simultaneously
Must have experience UCM 11.5.x, Unity voice mail, UUCCX 10.6, Cisco 4300/2900routers, SIP Trunk, SRST, H323, and Cisco Jabber.
Knowledge of Palo Alto Firewalls is a plus.
Strong documentation skills
Willingness to help others grow professionally by mentoring Level 1 and Level 2engineers
A solid understanding networking fundamentals
Working knowledge of LAN/WAN communications, and network hardware such as Cisco routers, Ethernet switches and firewalls.
Working knowledge of routing protocols such as RIP, EIGRP, and OSPF.
Basic understanding and experience with technologies like MPLS and VPN.
Basic knowledge of Security Principles and Practices.
             

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