Important Skills: The manager is specifically looking for people with WEBEX DI (dedicated instance) and Cisco Webex Control Hub experience • Call Manager experience • Cisco shop for networking • Talkdesk integration experience is nice to have • Recent WEBEX
• Healthcare experience
Tier I Performs support and solutions for Cisco and VOIP related systems.
Supports Cisco voice telephony systems for calling and back office business units.
Supports all aspects of the Cisco Webex Calling Dedicated Instance (Communications Manager, IM & Presence, Unity Connection, Expressway and Cisco Emergency Responder) Infrastructure and other relevant Cisco Products for Calling and Collaboration.
Experience with Cisco and third-party hospital and clinical systems' integrations with Cisco Webex Calling Dedicated Instance include Local Gateway integration to an on-prem phone system (NEC).
Experience with Cisco Webex Control Hub for configuration (adds, moves, changes, deletions), troubleshooting with Cisco TAC, monitoring of the Cisco UC applications.
The working environment includes: 4,000 Cisco phones, 2,030 analog phones, and over 30 remote clinics with LAN/WAN connections to the main hospital campus.
Qualifications:
• Hands-on experience in Cisco technologies such as Cisco UC Manager, Cisco Unity Connection, Cisco Emergency Responder, Cisco routing and switching with respect to voice traffic.
• Five (5) or more years of experience supporting, troubleshooting, and developing Cisco Communications and networking technologies in many of the following:
• Cisco Unified Communications Manager/Call Manager
• Cisco Unity/Unity Connection
• Cisco Expressway for Mobile Remote Access
• Presence – with Microsoft Teams and Cisco Webex App
• Experienced with performing root cause analysis, risk identification, and risk mitigation
• Support, implement, and troubleshoot voice issues • Implementation of call routing, QoS, device pools, signaling protocols, dial-peers, and partition management
• Knowledge with protocols & technologies such as: H323, SIP, RTP, PRI, MGCP, TCP/IP, TCP, UDP, SNMP, BGP, OSPF, DHCP, DNS, IPv4, Telnet, SSH, MPLS, VOIP, POE, etc. Ability to support Cisco routers and switches running Cisco IOS, Catalyst IOS and Nexus IOS • Experience in Cisco UCS servers hosting virtual servers for Cisco Webex Calling Dedicated Instance Enhanced Survivability Nodes.
• Expert experience with Cisco voice router and gateways for SIP trunks, analog stations, integrations via SIP trunks to applications, etc.
• Knowledge of Visio, SharePoint and other documentation applications
• Experienced with ticketing and asset management such as Service Now or similar software
• Experience with Cisco UCS, VMWare physical & virtual infrastructure
Experience and Requirements:
• 5 years IT network engineering support experience (Tier I Network infrastructure implementation and maintenance)
• CCNA certification or higher required, specialization in Voice or Collaboration – CCNP preferred
• Three or more years of experience managing enterprise VoIP and Unified Communications systems is preferred
• Bachelor's degree in Computer Science, Engineering, or related discipline preferred; equivalent experience acceptable
• Must possess strong analytical and problem-solving skills and be organized
• Should have a team oriented attitude, solid interpersonal skills and be self-driven
• Experience working with multiple departments and managing multiple tasks concurrently
• Strong verbal and written communication skills, must be able to read and comprehend monitoring reports
• Ability to work weekends and/or off hours as necessary to meet clients' needs
• Minimal travel required