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The Unified Communications (UC) team is responsible for the architecture, design, engineering, testing and 3rd line support of all Unified Communications channels, instant messaging, group chat, voice, video, web conferencing, and associated compliance capture, retention and retrieval platforms.

The Unified Communications Voice & Video L3 Support Engineer is a key member of the team providing mainly engineering and third line support for all real time UC products including but not limited to Cisco Video Codecs, Cisco Video Conferencing Server, Cisco Telepresence Server, Cisco Meeting Server, Cisco MCU’s, Cisco ISDN gateways and VQ Communications Meeting software.  The Voice & Video L3 Engineer will also provide engineering and support for the various integration points the above solutions utilize, Avaya Session Manager, Oracle SBC, Oracle LDAP, and Skype for Business.

Responsibilities and Accountabilities

• To support the engineering team, issue escalation support, &  testing  of the real time unified communications services across the whole product portfolio as well as providing expert guidance into the  monitoring, capacity planning and management of the existing estate
• Evaluation of all necessary security patches, hotfixes, service packs and hardware updates and engage with deployment and production teams for the implementation of them
• To provide proactive monitoring and reactive technical support, ensuring components are stable and performing to agreed expectations
• To work with other members of the team to troubleshoot and resolve any issues that may arise, working with vendors where necessary
• To contribute to the assessment, design, configuration, integration and deployment of all real time applications and systems and work closely with Networks and Enterprise Voice teams on the network capacity management and Call Admission Control optimizations
• To assess and recommend emerging technologies and capabilities that will contribute towards relevant product roadmap

People Management

• You will deliver results within given time frames, ensuring that your work is consistent, well documented and in-line with team standards at all times
• You will be expected to act as an escalation point for the L2 support teams and provide occasional weekend or evening support during major maintenance, upgrades, and repairs as well as  providing  expert guidance during P2/P1/P0 critical incidents
• You will take ownership for your own career management, seeking opportunities for continuous development of personal capability and improved performance contribution

Experience/ Exposure

• Demonstrable experience in upgrading, installing, configuring, designing and supporting Cisco core components delivering the real time applications and services
• Demonstrable experience in configuring, deploying and managing unified communications infrastructure & services
• Broad knowledge of Cisco products and technologies and their integration with Avaya and Skype for Business
• Must have diverse technical background with experience on multiple technologies
• Strong career interest with a focus on professional improvement, with a focus on Unified Communication technologies
• Comfortable working with a team with a diverse skill set, location and culture across different countries
• Must be adaptable and quickly understand the new technologies / emerging markets
• Excellent communication skills, with the ability to listen, understand and present clear solutions to problems
• Proven track record in problem solving, within a large enterprise environment

Education/ Qualifications

• Educated to Bachelors degree level in Computer Science, or a related discipline, from an accredited college or university or equivalent relevant experience
• Cisco certifications desired:  CCNA, CCNA-voice, CCVP
• Previous relevant L3 Unified Communications support experience
• Preferred Microsoft, Avaya, and Oracle background and/or certifications