Senior Engineer - Service Delivery

Role Overview: As an Infrastructure L2/L3 Sr. Engineer, your main responsibility will be to provide advanced technical support for the organization's UC/CC infrastructure. This will involve troubleshooting complex issues, coordinating with other support tiers, and ensuring the smooth operation of critical systems. Key Responsibilities: - Work as a lead at the office or client site to support technology design, implementation, execution, and/or optimization for projects/accounts to accelerate customer business outcomes. - Assist customers with integration and implementation of tools, systems, and service assurance for Cisco technologies. - Build customer simulations in test labs to resolve/validate sophisticated problems & compatibility issues. - Align with and support company policies and processes and utilize relevant tools to efficiently execute the role and support Professional Services strategies and goals. - Play the role of an individual contributor. - Work with customers, internal & external resources (e.g. BlackBox Cisco UC L3 team, Cisco TAC, service provider) on the support and optimization of Cisco services and solutions. - Assist with task/project implementation for assigned customer engagements. - Craft and review project work such as Design recommendations, High-Level Design, Low-Level Design, Implementation/Change Management Plans, and Cisco UC system version upgrades. - Build and/or use test environments to resolve medium sophisticated problems and compatibility issues. - Act as an initial focal point for problem resolution for customer engagements. - Work closely with the team by assigning day-to-day duties and tasks, assisting them in resolving issues, and sharing technical skills and knowledge. Qualifications Required: - Experience in planning, implementing, fixing Cisco UC solutions for enterprise-level customers. - Good understanding of telephony dial plan, implementation, and call control/routing protocols such as H.323, MGCP, SIP, SCCP, FXO, FXS, and POTS. - 3+ years of experience in configuring & solving Cisco UC applications such as CUCM, Unity Connection, IM&P, and others. - Knowledge and experience of deploying and/or solving voice gateways, media resources such as conferencing, transcoding, MTP, and MoH, and voice endpoints such as IP phones, and CIPC/Jabber (softphones). - Knowledge of Cisco Cloud Collaboration portfolio - Cisco Webex Centers, Cisco Webex Cloud Connected Audio, Cisco Webex Meetings Server, Cisco Collaboration Meeting Rooms will be an added advantage. - Cisco UC/CC certification will be an added advantage. - Knowledge of UCS B/C series platforms and VMware technologies such as vCenter, vSphere EXSi, and vSphere client. - Knowledge of Cisco Expressway solutions for MRA and B2B calls. - Detailed understanding of TCP/IP concepts and protocols like DHCP, DNS, TFTP, NTP, LDAP, and others. - Knowledge of Teamwork QoS. - Knowledge of Microsoft Active Directory and Exchange server.,