Unified Communications Engineer

On-site, Rancho Cucamonga CA US

Job responsibilities

• Implement, maintain, and support all Telecom and VoIP systems, including SIP, Cisco Unified Call Manager (PCCE), Cisco Call Manager, Cisco Unity, IPCC, UCCX, UCCE, CUCI, CAD, and Finesse.
• Provide support and assistance in UC fault isolation and performance management
• Design and implement monitoring and reporting for quality metrics to measure Enterprise UC services' performance and effectiveness.
• Serve as the 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 problems.
• Implement current and future telecom projects.
• Ensure backups on all UC voice systems.
• Manage all upgrades and revisions to the UC voice environment.
• Develop and implement long-term strategies and capacity planning.
• Coordinate with the internal IT team to provide telecommunications support.
• Install and support telecommunications infrastructure and associated software, including CIT interfaces, call management systems, voicemail, interactive voice response, call center call routing, and video conferencing systems.
• Configure, test, maintain, monitor, and troubleshoot end-user telecommunications hardware and voice/data hardware solutions.
• Monitor and identify capacity and performance issues to ensure uninterrupted operation of telecommunications systems.
• Perform other duties as required to ensure successful Health Plan operations.

Essential Skills

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

Education, Experience, & Certification

• 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 practices.
• Bachelor’s Degree with a major in computer related field or similar technical field
• Technical relevant certifications such as CCNP Voice, CCIE Voice or equivalent.