Cisco UC Engineer

Be more than just an employee. Join New Era’s growing team and experience a corporate culture that promotes personal and professional development. We are looking for team members to contribute to and deliver our mission to “securely connect people, places, and information in a rapidly changing digital world.” Work alongside the finest team of highly skilled and industry certified professionals who are encouraged to drive change and think outside of the box. As a team member, you will receive competitive benefits, industry training, and certifications. New Era Technology is a global IT integrator with 1,500+ employees delivering Collaboration, Cloud, Data Networking, Security, Large Venue, and Corporate AV and Managed Service Solutions to more than 7,500 customers. We currently have a need for a Senior CUCM Engineer supporting a Global Voice Network Infrastructure environment. The ideal candidate will have at least 7 years of relevant work experience, Global Financial Services, Healthcare or Pharmaceutical experience is strongly preferred.

• Plan, Design, Implement and support CUCM v 11 +.
• Analyze the existing voice and data networks and recommend solutions based on requirements
• Set up, configure, test components of the Cisco IP Contact Center, including Cisco Call Manager, IVR, CVP, UCCE.
• Design, implement, and maintain Cisco Unified Communications systems including but not limited to CUCM, CUC, Unity, UCCX, UCCE, CUPS, VG, CUBE, CER, CVP
• Maintain and support Cisco’s IP Telephony and IPCC Contact Center Enterprise and all related Cisco IP telephony infrastructure
• Administer and troubleshoot Unified Call Manager, Unity voicemail, ICM Call Center systems, IVR CVP, and supporting infrastructure, including CTI integration to switching platforms, dialers, call recorders and desk top platforms
• Create, Implement, and Support ICM and CVP call routing scripts and required reports
• Maintain documentation of the UC environment and operational procedures

• Minimum of 7 years related experience in the networked voice and call center environments
• Bachelor’s degree in Computer Science, Engineering or related discipline
• Expert Knowledge of Cisco IP telephony and UCC Call Center technologies and solutions
• Experience in the administration and support of Cisco’s UC portfolio including but not limited to CUCM, CUC, Unity, UCCE, CUPS, VG, CUBE, CER, and CVP
• Knowledge of Session Border Controller (SBC) principles for SIP integration with Cisco Call Manager (CM) voice over internet protocol (VoIP) and contact center technologies (Automatic Call Distribution (ACD), Interactive Voice Response (IVR) Outbound Dialer.
• Experience with Cisco Unified Communications Manager (CUCM) call distribution functions and inbound/outbound routing with SIP trunking through Cisco Session Manager Edition (SME)
• Knowledge of call distribution functions and routing interactions of VoIP call flows with IP Trunking and IP Toll Free services
• Understanding of ACME SBC Configuration with routing tables, header manipulation rules, proprietary header
• Strong critical thinking and analytical skills
• Good team player, willing to share knowledge with the team
• Highly effective communicator (written & verbal)
• Certification level of CCNP – Voice and/or CCIE Unified Communications desirable