*Please note, this role is not able to offer visa transfer or sponsorship now or in the future* Role: Unified Engineer Location: Joplin, MO Technical Support professional provides deeply technical support on MS Teams and Cisco platform. Job responsibilities include: • Working on day to day administration tasks like MACD request, proactive incident management, DID management • Working on alert management, voip device registration, profile creations on Teams and Cisco • Understanding of Global service offerings such as SIP Trunking, Audio and Video Conferencing and IP Telephony architectures • Good knowledge on video conferencing and interop as expected to support on similar scenario and endpoints with knowledge on product similar to pexip • Troubleshooting PSTN call issues and coordinating on Trunk, PRI issues • Good understanding on MS Licensing • Experience with SBC and voice gateway and understanding on Direct Routing configuration to provide support on same. • Good experience with VOIP end points like Cisco or Teams Compatible devices like registration, firmware upgrade, troubleshooting • Ability to troubleshoot and fix various technical problems • Troubleshooting endpoints/gateways/gatekeeper registration • Knowledge about Emergency Location and Assignment • Experience managing voicemail system and troubleshooting Voicemail & Unity Call handlers • Ability to read and analyse log files and network traces • Day to day report fetching and analyzing CDR for proactive incident management • Strong experience on log analysis, packet capture and ability to interpret • Knowledge on ITIL & Safe Agile framework like SLA management with detailed understanding on classification of (P1, P2, P3, P4) Incidents(tickets), Change management. • Strong knowledge in H323, SCCP, and MGCP, SIP • Design, Deploy and Troubleshoot phone profiles into portals • Good understanding about voice dial plan , voice policies • Identify, design and support solutions for PRI, DID, Toll free service, and other telecom services • Knowledge on working with vendors (global and local telecom carriers) for ordering and operations or coordinating problem tickets • Good Knowledge on Analog device support like fax, paging • Prepare installation and upgrade procedures to be carried out on a CUCM or unity infrastructure to mitigate known bugs • Develop processes and procedures to enhance effective support Skills • Experience in supporting Microsoft teams & Cisco IP telephony • Deep level of understanding of voice technologies: o Enterprise Voice configurations , Direct Routing in MS Teams o Voice policies & Class of Restrictions o Routing over a complex infrastructure (TDM , SBC, SIP, Media Gateways, VoIP, H.323 ) o PBX, Codecs, QoS o read logs/traces from CUCM & MS Teams o SBC configurations and troubleshooting (AudioCodes) • Tier 3 troubleshooting expertise • IOS Gateway knowledge: configuration, administration, and troubleshooting • Protocol expertise in SIP, SCCP, MGCP, H323 • Experience with Cisco video infrastructure (Expressway, VCS,SX & MX series endpoints) • Experience in supporting emergency responders (Cisco & Intrado) • Experience in Supporting voice recording system (Cisco & MS teams) • Experience in supporting PEXIP video integrations • Experience in supporting IP Fax servers • Should be Strong in Networking concepts and knowledge of VoIP with Routing & Switching Protocols, TCP/IP, QoS, SIP, VLANs, and WAN protocols and technologies • Must have prior experience providing technical support to Enterprise Customers. • In-depth Knowledge of Media gateways & Session Border Controllers. • Good Working Experience and understanding of various Codecs (G.711, G.723, G.729 etc.) and VoIP technology. • Microsoft team telephony as direct routing and operator connect • Experienced on Audiocodes and ribbon sbc • Anywhere 365 Disclaimer: The salary, other compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law. *Please note, this role is not able to offer visa transfer or sponsorship now or in the future*