Unified Communications Engineer is responsible for managing and maintaining voice protocols, data, and remote telecommunication equipment which are Cisco Unified Communications Systems. This includes but is not limited to implementing, configuring, diagnosing, repairing, upgrading, voicemail, Voice over IP communications to optimize all telecommunication systems and services.

• Implement, Maintain and Support all Telecom and VoIP Systems including but not limited to SIP, Cisco Unified Call Manager (PCCE), Cisco Call Manager, Cisco Unity, IPCC, UCCX, UCCE,CUCI, CAD and Finesse and associated technologies.
• Provide support and assistance in UC fault isolation and performance management processes as requested.
• Design and implement monitoring and reporting that exposes quality metrics necessary to measure the performance and effectiveness of Enterprise UC services, and to support decisions for continuous improvements.
• Single point of contact for all telecom related issues and requests.
• Manage SIP Trunks and VoIP Circuits.
• Troubleshoot all voice related services from Desktop issues to Systems and Contact Center Scripting issues.
• Implement all current and future Telecom Projects.
• Ensure backups on all UC Voice systems.
• Manage all upgrades and revisions to the UC voice environment.
• Developing and implementing long-term strategies and capacity planning for future telecommunications hardware and software needs.
• Maintain a current knowledge of emerging products, services, protocols, and standards in support of telecommunications equipment.
• Coordinate with the internal IT team in efforts to provide telecommunications support.
• Install and support telecommunications infrastructure and its associated software, including CIT interfaces, call management systems, voice mail, and interactive voice response, call center call routing and video conferencing systems.
• Configure, test, maintain, monitor, and troubleshoot end user telecommunications hardware, telephony devices, and voice/data hardware solutions.
• Monitor and identify capacity and performance issues for telecommunications traffic to ensure continued, uninterrupted operation of telecommunications systems.
•  Any other duties as required to ensure the Health Plan operations are successful.

Experience

• Minimum 8 years of experience working with VoIP Telecom Systems and IP protocol

applications including, but not limited to Cisco Call Manager, Cisco Unity, IPCC, UCCX, UCCE,CUCI, CAD, Finesse and Cisco recommended practice.

• Knowledge Extensive knowledge of Cisco Call Manager, IPCC/UCCX Contact Center Scripting, UCCE Programming, CUIC, Expressway and Finesse. Intermediate Knowledge in OSI Model layers, IP Routing, TCP/IP Operation.

Education

Bachelor’s degree with a major in computer related field or similar technical field from an accredited institution. Cisco Voice Systems Administration experience and CCNP Certification of relevant work experience is required.