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Engineer III

Title: Engineer III
Location:  Rancho, CA (Hybrid) 
Position Title
Engineer III 
Position Summary
 
Under the direction of the Supervisor, Network and Unified Communication, the Engineer III – Unified Communications is responsible for managing and maintaining voice protocols, data, and remote telecommunication equipment which are Cisco Unified Communications Systems.  This includes but is not limited to implementing, configuring, diagnosing, repairing, upgrading, voicemail, Voice over IP communications to optimize all telecommunication systems and services.
POSITION ELEMENTS
Leadership Responsibilities
☒ Leading: Self
☒ Leading: Guides Others   
☐ Leader: Administers Hires, Terminations, and Performance Reviews
 
POSITION MAJOR FUNCTIONS
Duties and Responsibilities: This section is an outline of functions performed on a regular basis, how the position functions within company, and who the tasks are exchanged with. (4,000-character limit)
The responsibilities of Engineer III – Unified Communications include the following:
  1. Implement, Maintain and Support all Telecom and VoIP Systems including but not limited to SIP, Cisco Unified Call Manager(PCCE), Cisco Call Manager, Cisco Unity, IPCC, UCCX, UCCE, CUCI, CAD and Finesse and associated technologies.
  2. Provide support and assistance in UC fault isolation and performance management processes as requested
  3. Design and implement monitoring and reporting that exposes quality metrics necessary to measure the performance and effectiveness of Enterprise UC services, and to support decisions for continuous improvements
  4. Single point of contact for all telecom related issues and request.
  5. Manage SIP Trunks and VoIP Circuits.
  6. Troubleshoot all voice related services from Desktop issues to Systems and Contact Center Scripting issues.
  7. Implement all current and future Telecom Projects.
  8. Ensure backups on all UC Voice systems.
  9. Manage all upgrades and revisions to the UC voice environment.
  10. Developing and Implement long-term strategies and capacity planning for future telecommunications hardware and software needs.
  11. Maintain a current knowledge of emerging products, services, protocols, and standards in support of telecommunications equipment.
  12. Coordinate with internal IT team in efforts to provide telecommunications support.
  13. Install and support telecommunications infrastructure and its associated software, including CIT interfaces, call management systems, voice mail, and interactive voice response, call center call routing and video conferencing systems.
  14. Configure, test, maintain, monitor and troubleshoot end user telecommunications hardware, telephony devices, and voice/data hardware solutions.
  15. Monitor and identify capacity and performance issues for telecommunications traffic to ensure continued, uninterrupted operation of telecommunications systems.
  16. Any other duties as required to ensure the Health Plan operations are successful.
  17. Ensure the privacy and security of PHI (Protected Health Information) as outlined in Customer's policies and procedures relating to HIPAA compliance.
MINIMUM REQUIRED QUALIFICATIONS TO PERFORM POSITION
Experience Requirements
Minimum 8 years of experience working with VoIP Telecom Systems and IP protocol applications including, but not limited to Cisco Call Manager, Cisco Unity, IPCC, UCCX, UCCE, CUCI, CAD, Finesse and Cisco recommended practice.
Educational Background
Bachelor Degree with a major in computer related field or similar technical field from an accredited institution required Significant experience may be considered in lieu of degree,  with a Minimum of  10 years of Cisco Voice Systems Administration experience and CCNP Certification of relevant work experience is required
Professional Certification
CCNP Voice Preferred
Knowledge
Extensive knowledge of in Cisco Call Manager, IPCC/UCCX Contact Center Scripting, UCCE Programming, CUIC, Expressway and Finesse.  Intermediate Knowledge in OSI Model layers, IP Routing, TCP/IP Operation.
Skills
Strong planning, organization, critical thinking, decision-making and communication (verbal and written) skills.
 
Abilities
Projects involving lift server appliance weights up to 50 lbs. and heavy eye strain with computer monitors.
Commitment to Team Culture
The COMPANY Team environment requires a Team Member to participate in the COMPANY Team Culture. A Team Member demonstrates support of the Culture by developing professional and effective working relationships that include elements of respect and cooperation with Team Members, Members and associates outside of our organization.

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Thanks & Regards
Manohar

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