UCM Engineer

2 days ago

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Software solutions • IT Services • Talent Management System

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Description

• UCM engineers who have experience managing and troubleshooting Ribbon SBCs. ( experience with Oracle and Ribbon SBCs is a plus ) but Ribbon SBC is a gap we are trying to close. Ribbon Session Border Controllers ( SBC ) • Analyze, configure, and troubleshoot networks with mixed media and protocols. • Effectively create and utilize lab setups to duplicate and solve problems, validate planned changes to software and hardware design. • Provide remote troubleshooting support to resolve UC related issues • Follow-through on all UC Incident tickets assigned to your bin and their resolution • Engage PS and TAC for assistance on RMAs and complex issues support • Coordinate field services as needed for onsite support • Follow the defined communication procedures for incident updates • Strictly adhere to processes related to tickets update with meaningful and correct notes • Respond to network management system alarms according to established processes • Priority support for identified key customer functionalities and escalations • Effectively work with cross-functional teams to resolve major customer issues. • Drive for continuous learning, results orientation, and teamwork. • Work on developing automations and scripts that allow you to work faster and more efficiently • Help improve overall team quality by automating repetitive tasks and changes on the infrastructure

Requirements

• UCM engineers who have experience managing and troubleshooting Ribbon SBCs. ( experience with Oracle and Ribbon SBCs is a plus ) but Ribbon SBC is a gap we are trying to close. Ribbon Session Border Controllers ( SBC ) • Basic understanding of Cisco IP telephony Network Infrastructure. • Good knowledge of voice protocols SIP, MGCP, H.323, SCCP, ISDN • Basic understanding of various logs and traces from Collaboration products CUCM, CUC, CUCM IM&P, gateways. • Good understanding of various APIs, SDKs and protocols used for automation: AXL, REST, SOAP • Ability to write scripts / programs in at least one language for example: Python, Java, Perl • Ability to troubleshoot collaboration solutions covering multiple products and features under and drive incidents towards resolution • Able to identify problems, acquire ownership and deliver solutions at a high level of customer satisfaction. • Excellent written and verbal communication, interpersonal and presentation skills. • Proven planning, prioritization, and organization skills • ITIL Foundation level knowledge