Cisco Collaboration - L2

As a Cisco Unified Communications Specialist at the company, your primary role will involve managing, supporting, and troubleshooting Cisco Unified Communications products such as Unified Communications Manager (CUCM), Unity Connection (CUC), IM & Presence (IMP), Contact Center Express (UCCX), and Expressway Clusters. Your responsibilities will include: - Demonstrating a strong understanding and knowledge of Cisco voice gateways, CUBE, and other SBC's. - Possessing a strong understanding and knowledge of voice protocols including SIP, MGCP, SSCP, H.323, RTP, and RTCP. - Having a strong understanding and knowledge of networking concepts such as TCP/IP, DNS, DHCP, and TFTP. - Proficiency with monitoring and troubleshooting tools like RTMT, Dialed Number Analyzer, and Packet Capture tools. - UCCX Scripting knowledge will be considered an added advantage. Additionally, you will be responsible for: - Managing Tickets, incidents, problems, change & development requests via ITSM. - Learning to understand the customer environment (technical and political) and knowing when to escalate issues. - Participating in the modification and continual improvement of professional services project documentation and related processes. - Assisting remote technicians in troubleshooting as needed. - Collaborating with Vendors and Telco's when necessary. - Continuously developing and enhancing knowledge, skills, and abilities through various learning channels to expand technical and non-technical capabilities. - Actively recommending and supporting all efforts to improve, simplify, automate, and enhance day-to-day service delivery operations and the client experience. - Performing any other duties as assigned by the company. If there are any additional details about the company in the job description, please provide them.,