SUMMARY:

Perform design, installation, support, and upgrade tasks related to the Cisco Unified Communications infrastructure. Expected to have strong knowledge of unified communications and networking which are necessary to perform duties independently with minimal supervision. Assists various support tiers in the resolution of more complex incidents and problems. Must be familiar with common network tools and utilities and understand how to use the tools to provide advanced troubleshooting when necessary. Composes usable documentation and reports for end users, technical peers and managers, and executives.

SUPERVISOR RESPONSIBILITES:

Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Serves as a point of contact on service issues related to the unified communications platforms and as point of escalation for Unified Communications Administrator I on relevant service issues.

Executes daily monitoring checks on unified communications systems and endpoints to ensure optimal performance and uptime.

Assists senior team members with optimization of platform configuration and design.

Periodically reviews unified communications systems and endpoints to ensure proper security.

Performs VoIP and network troubleshooting to isolate and diagnose systemic problems.

Coordinates directly with telephony Service Providers on service issues.

Collaborates with members of the Network, Systems, Database, and Security teams.

Interfaces directly with users in problem determination and resolution.

Submits Change Management requests for any scheduled maintenance activities.

Creates and updates Service Desk tickets for all other work performed.

Provides daily status updates to senior members as requested.

Manages and maintains unified communications hardware and software to a current status.

Composes technical documentation, diagrams, and procedures for users, peers, and management.

OTHER REQUIREMENTS:

Banking is a highly regulated industry and you will be expected to acquire and maintain a proficiency in the bank's policies and procedures, and adhere to all laws, rules and regulations that are applicable to your conduct and the work you will be performing. You will also be expected to complete all assigned compliance training in a timely manner.

Hands-on experience in Microsoft Teams Calling, including call routing, auto attendants, call queues, voice policies, and number management.

Intermediate knowledge of networking protocols and concepts such as OSI model, sub-netting, routing, Access Lists, SNMP, HTTP, FTP, etc. preferred.

Strong knowledge of common Voice over IP concepts and protocols such as SIP, H.323, RTP, Audio Codecs, Dial Plan, Call Control, etc. preferred.

Proficient with common CUCM configurations such as device profiles, users, phones, hunt pilots, directory numbers, translation patterns, CTI Route Points, Regions, Locations, and Calling Search Spaces preferred.

Proficient with common Cisco Unity configurations such as users, system call handlers, greetings, caller input, schedules, and VM ports preferred.

Well versed with using Bulk Administration on all relevant platforms: CUCM, CUC, CER preferred.

Perform basic UCCX administration tasks such as creation of scripts, applications, users, skills, contact service queues, teams and resource groups preferred.

Demonstrate knowledge of dial plans and how to implement preferred.

Adept with essential monitoring tasks in Cisco RTMT like alert configuration and log retrieval preferred.

Experience troubleshooting Mobile Remote Access issues with Cisco Expressway and Jabber preferred.

Experience with user and device management inside WebEx Control Hub preferred.

Familiar with Cisco IOS voice gateway configurations preferred.

Versed in MS Visio or other network topology software packages preferred.

Experienced with using common network tools such as: TFTP/SFTP server, SSH Client, and Syslog preferred.

Relevant industry certification such as: CompTia Network+, Cisco CCNA, Cisco CCNP, Collaboration, DevNet Associate, and/or Cisco CCNP Enterprise preferred.

Willingness to spend cycles working through assignments and recognize when to seek out additional assistance.

Willingness to respond to emergencies and work additional hours if needed.

Participates as part of an on-call rotation.

Ability to work under pressure.

Professional demeanor in appearance, interpersonal relations, work ethic and attitude.

Ability to work independently with minimum supervision.

Proficient in Microsoft Office products.

Ability to use banking systems software.

Bachelor's Degree in Computer Science or computer-related field with at least two years of hands-on experience supporting Cisco Networking, Cisco Unified Communications or other non-Cisco collaboration platforms or an equivalent combination of experience and education required.

Minimum of one relevant industry certification is strongly preferred.