Voice Infrastructure Engineer

Job Summary:

We are seeking a highly skilled Cisco Collaboration Specialist to join our team at Octapharma. As a key member of our IT Service Delivery team, you will be responsible for planning, designing, building, installing, configuring, managing, securing, documenting, and supporting the systems within our Data Center, Distribution Center, Public and Private Cloud environments.

Key Responsibilities:

• Provide end-to-end ownership and accountability for the service delivery, maintenance, and support of our global VOIP infrastructure.
• Manage telephony migrations from on-premise CUCM into Cisco Cloud (Webex Calling).
• Design, build, manage, optimize, support, and maintain our global enterprise VOIP environment, including CUCM, SIP CUBE, Webex Calling, and Contact Center.
• Develop and maintain technical standards and system configuration documentation, physical and logical diagrams, knowledge base articles, and runbooks for the proper transition of services to external managed service providers.
• Responsible for software and hardware upgrades relating to the Cisco voice infrastructure, including EOL/EOS refresh as part of life cycle management, ongoing security patching, and vulnerability remediation according to established standards.
• Proactively and reactively identify and remediate voice and video performance issues and act as escalation point to review and resolve technical issues through completion, including root cause analysis and corrective actions.
• Provide Tier 3 technical expertise and support relating to Cisco voice infrastructure and act as escalation point for the IT Service Center to review and resolve technical issues through completion, including root cause analysis and corrective actions.
• Participate in an on-call rotation to provide operational support as needed, which may include off-hours.
• Adhere to and participate in the current and future IT Service Management processes, including incident, problem, and change control procedures.

Requirements:

• Bachelor's degree in any field and 1+ years of working experience and proficiency with planning, designing, supporting, maintaining, and LAN/WAN/VoIP communications, network hardware such as Cisco routers, Ethernet switches, access points, voice gateways, and firewalls.
• OR 3+ years of on-the-job experience in these areas in lieu of a bachelor's degree.
• Experience with supporting technologies such as Cisco Voice technologies, including Cisco Unified Communications Manager (CUCM), Cisco Unity Connection (CUC), Cisco Unified Contact Center Express (CUCCX), Cisco Unified Communications Manager IM & Presence, and Cisco Unified Border Element (CUBE), Cisco Expressway, Cisco Video System, and Webex Control Hub and suite.
• Experience with Voice-related protocols (SIP, RTP/SRTP, SDP, MGCP, SCCP, etc.); SIP/PSTN Design and Voice Gateway Configuration.
• Familiar with technology such as Wireless (WiFi a/b/g/n technologies, Network security/VPN/SSL technologies, such as Cisco, Palo Alto, Cisco Nexus platforms.
• Knowledge of network architecture and maintenance, such as log analysis, backup/recovery, high availability, capacity planning, and DR/resiliency.
• Excellent English written and verbal communication skills.
• Strong technical support, problem-solving, and critical thinking skills.
• Ability to collaborate effectively across teams in a high-performing and matrixed team environment.