Cisco Collaboration Engineer
Location: Akron, OH, US
Summary:
The Cisco Collaboration Engineer to support, troubleshoot, and maintain our unified communications infrastructure. This role focuses on Cisco voice and collaboration technologies, providing intermediate-level support for incidents and requests escalated from the help desk, as well as participating in projects and system upgrades.
Responsibilities:
- Provide support for Cisco Unified Communications platforms including, Cisco Unified Communications Manager (CUCM), Unity Connection, IM & Presence, Webex Calling, Webex Control Hub, Webex Contact Center - Collabrio WFO/WFM, and Cisco Expressway and Jabber
- Troubleshoot VoIP issues, call routing problems (CUBE Router), voicemail issues, and endpoint connectivity.
- Monitor system health, performance, and capacity across collaboration platforms.
- Assist in provisioning and configuring IP phones, softphones.
- Support dial plan modifications, route patterns, translation rules, and SIP trunk configurations.
- Work closely with various departments and vendors as needed.
- Maintain and update technical documentation, SOPs, and knowledge base articles.
- Assist in upgrades, patches, and system migrations.
- Participate in on-call rotation and after-hours support as required.
- Communicate status of ticket and tickets with end users, project managers, and vendors to ensure deadlines are met.
Other information:
Technical Expertise
- Solid understanding of VoIP protocols (SIP, H.323, RTP) and CUBE router troubleshooting methodologies.
- Familiarity with networking concepts: VLANs, QoS, DHCP, DNS, and IP addressing.
- Hands-on experience with CUCM administration and Webex Control Hub.
- Hands on experience with Webex calling.
- Hands on experience with Webex Contact Center.
- Knowledge of Cisco video infrastructure (Room Kits, Telepresence, Expressway) is a plus.
Education and Experience
- Education: High School Diploma or equivalent
- Licensure: None
- Certification: Cisco 350-801 CLCOR Collaboration Certification or equivalent preferred
- Years of relevant experience: 5+ Years of experience in IT support, with at least 3 years supporting Cisco Collaboration tools
- Years of supervisory experience: None
- Travel between Akron Children's locations will occasionally be required
Full Time
FTE: 1.000000
Status: Onsite
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