Network Engineer

SEIZE THE OPPORTUNITY TO BE A PART OF SOMETHING GREAT!

Presidio is on the leading edge of a technology-driven movement to transform the way business is done, for our customers and our customers' customers. Joining Presidio means immersing yourself in a culture of self-starters, collaborators and innovators who make real, lasting change in the marketplace via cutting-edge technology and business solutions. At Presidio, we know that it’s our people that make the connections happen.

WHY SHOULD YOU JOIN US? You will set your career on track for outstanding achievement with a company that knows no limits. Presidio is a leading a global digital services and solutions provider focused on Digital Infrastructure, Business Analytics, Cloud, Security & Emerging solutions.

Presidio is seeking a Sr. Unified Communications Engineer for a remote long-term contract opening. The primary responsibility is for the implementation, maintenance, training, and administrative duties of Enterprise Collaboration tools and technology inclusive of Cisco Unified Communications (UCaaS and CCaaS), Cisco UC, WxC, WxCC, UCCE, Cube, SIP, Webex, MS Teams, telephony.

Key Responsibilities:

• Provide technical support, administration, troubleshooting, system security, migration/integration, research and analysis, and technical consultation.
• Support, administration, and troubleshooting of a global multi-cluster Cisco unified communications environment.
• Support and administer Control hub, Cisco WxC, WxCC, UCCE, and Cube.
• Will administer and troubleshoot UCCE and WxCC contact center environment.
• Troubleshoot level 2 and 3 contact center issues.
• Will take an active role in large scale projects as well as perform RTE/BAU to include macd and break fix level 2 and 3 service tickets.
• Proficient in the support and administration of Webex (softphone).
• Support and maintain call recording and voice analytics systems (Calabrio a plus).
• Interact closely with business and provide solutions to communications related issues.
• Engage and escalate to 3rd party vendors including experience working with Cisco TAC, Carrier support, etc.
• Join troubleshooting bridge calls for major incidents.
• Perform patching, updates, certificate installs, upgrades, refreshes, and other maintenance activities.
• Communicate directly with end-users to resolve issues and complete requests.
• Assist with postmortem related activities and support various efforts related to operational improvements.

Qualifications:

• 5+ years of experience working in Cisco UC/UCCE/WxCC, WxC environments
• Experience with troubleshooting UCCE/WxC/WxCC related issues from Agent issues to script and IVR issues
• Experience troubleshooting SIP CUBE related issues and must be proficient on Cisco routers
• Understanding of TCP/IP, H323, and SIP protocols
• Cisco CCNA Voice certification a plus
• Must have excellent verbal/written communication skills and ability to provide a high level of customer service. Regular interaction with business users is common.
• Experience with call recording platforms (Calabrio a plus) and reporting platforms (2Ring and Variphy) is a plus.
• Must be a quick learner, forward thinking, and must adapt to evolving technology set

About Presidio

Presidio is committed to Diversity, Equity, and Inclusion at the highest levels and has strengthened its drive to build and drive systemic DEI change process across all levels of the organization.Cultivating a culture of inclusion where the expression of all our differences are valued, celebrated, and add to our collective achievements.

Presidio is a global digital services and solutions provider accelerating business transformation through secured technology modernization. Highly skilled teams of engineers and solutions architects with deep expertise across cloud, security, networking and modern data center infrastructure help customers acquire, deploy and operate technology that delivers impactful business outcomes. Presidio is a trusted strategic advisor with a flexible full life cycle model of professional, managed, and support and staffing services to help execute, secure, operationalize and maintain technology solutions. We serve as an extension of our clients' IT teams, providing deep expertise and letting them focus on their core business. Presidio operates in 40+ US offices and offices in Ireland, London, Singapore, and India.

For more information visit: http://presidio.com