Senior Video Unified Communication Engineer

Senior Video Unified Communication Engineer

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Job Title Senior Video Unified Communications Engineer (SME)
Location Austin, TX
Duration Long Term Contract
Roles and Responsibilities
The Senior Video Unified Communications Engineer will act as an SME for all video conferencing support inquiries and provisioning requests. Including, but not limited to, managing projects/problem tickets, device software upgrades, troubleshooting Cisco video and network devices, testing and validation, as well as internal alerting tools and health monitoring applications. The Engineer will work with adjacent IS&T team members to ensure Apples video conferencing environment is stable and up to speed with the latest standard configuration.
Responsibilities

• Use the trouble ticket dashboard to manage, track, and resolve issues relating to video conferencing.
• Follow SLA guidelines on response promptness to all tasks.
• Monitors and responds to video conferencing alerts to address issues in AMR campuses and remote offices.
• Provides oversight of onsite teams and ultimately takes responsibility for quality and consistency of video conferencing service in region.
• Provides support to Support Field Technicians as a Tier 2 & 3 escalation point for all issues occurring with the service.
• Remotely provide support to C-level executives when issues occur.
• Troubleshoots and diagnoses VC quality issues within Apple's LAN & WAN environments
• Provisions or migrate new or existing VC endpoints to Webex Edge, and manage endpoints through Control Hub, CUCM, and monitoring tools.
• Communicate with on-site teams for all high-priority calls to adequately test and prepare physical space as well ensure quality of multipoint calls to Webex.
• Take on tasks for special projects or assignments when requested by Operations peers and Management team.

• 3+ years of experience supporting Video and Audio Conferencing in a Cisco environment
• 3+ years of experience working and maintaining Cisco Core Infrastructure and devices
• 3+ years of experience with Cisco Communication and Conferencing platforms: CUCM, SME, CMS, VCS, Expressways, Webex Meetings, Webex Series, CE or RoomOS Software and Jabber
• 3+ years of experience with Cisco Protocols: SIP, TLS, QoS, SRTP, and SCCP Signaling
• In depth knowledge of network operations best practices and production support
• Experience working with spreadsheets, documents, and presentations tools to create and maintain technical and functional documentation
• Experience working and communicating with the user community, interpreting issues, understanding requirements, and deploying solutions
• BA/BS degree in Engineering or related technical field, or equivalent practical experience