Job Description

Project Role :

Application Support Engineer

Project Role Description :

Act as software detectives, provide a dynamic service identifying and solving issues within multiple components of critical business systems.

Must have skills :

Enterprise Network Operations

Good to have skills :

SD-WAN Operations, Wireless Technologies Operations

Minimum

5

year(s) of experience is required

Educational Qualification :

15 years full time education



Job Overview: Highly skilled and experienced L3 Cisco IPT Support Engineer to provide expert-level support and leadership for our Cisco IP Telephony (IPT) systems. The engineer will be responsible for the design, implementation, and management of Cisco Unified Communications solutions, ensuring optimal performance, reliability, and security. This role involves troubleshooting complex issues, overseeing system upgrades, and collaborating with cross-functional teams to enhance our IPT infrastructure. Key Responsibilities: Expert-Level Troubleshooting: Serve as the highest level of support for IPT issues, providing in-depth troubleshooting for complex incidents escalated from L1 and L2 teams, including call quality issues, registration problems, and advanced voicemail configurations. System Design & Implementation: Lead the design, implementation, and configuration of Cisco IPT solutions, including Cisco Unified Communications Manager (CUCM), Cisco Unity Connection, Cisco IM & Presence and Cisco UCCX and Cisco Webex Contact Center. Performance Monitoring & Optimization: Monitor system performance metrics and implement optimizations to enhance the efficiency and quality of the IPT infrastructure, including call routing, load balancing, and redundancy strategies. Capacity Planning: Conduct capacity planning and scalability assessments for IPT systems to accommodate organizational growth and changing user needs. System Upgrades & Migration: Oversee major upgrades, migrations, and deployments of Cisco IPT systems, ensuring minimal disruption to services and proper testing of new features and functionalities. Documentation & Standards: Create and maintain comprehensive documentation for configurations, standard operating procedures, and troubleshooting guides. Establish best practices and standards for IPT operations. Collaboration with Cross-Functional Teams: Work closely with network, security, and application teams to ensure seamless integration of IPT solutions with the overall IT infrastructure. Training & Mentorship: Provide training and mentorship to L1 and L2 support engineers, sharing knowledge on advanced troubleshooting techniques and system configurations. Security & Compliance: Ensure IPT systems comply with organizational security policies and industry regulations. Conduct regular audits and vulnerability assessments of the IPT environment. Vendor Management: Liaise with Cisco and other third-party vendors for support, warranty, and service agreements. Collaborate with vendors on advanced troubleshooting and system upgrades. Skills & Qualifications: In-Depth Knowledge of Cisco IPT: Extensive experience with Cisco Unified Communications solutions, including CUCM, Cisco Unity Connection, Cisco Contact Center Solutions (UCCX, Cisco Webex Contac Center) and Cisco IM & Presence. Advanced VoIP Expertise: Strong understanding of VoIP technologies, protocols (SIP, SCCP, H.323), and call routing methodologies. Troubleshooting Proficiency: Exceptional troubleshooting skills for complex IPT issues, with a systematic approach to problem-solving. Network Engineering Skills: Comprehensive knowledge of networking concepts related to voice systems, including VLANs, QoS, IP addressing, and network security measures. Cisco Certifications: Industry-recognized certifications. Leadership Skills: Proven ability to lead projects and collaborate effectively with cross-functional teams. Communication Skills: Excellent verbal and written communication skills to convey technical information clearly to both technical and non-technical stakeholders. Project Management: Strong project management skills to oversee system upgrades and implementations, ensuring timelines and budgets are met.




15 years full time education