UC & Collaboration Support Engineer

Job duties: Provide tiered technical support to end users by diagnosing and resolving network-related and VoIP technical issues; deliver user education and training as needed. Gather information for VoIP conversion and SIP activation in collaboration with local businesses. Coordinate with telecommunications providers to facilitate number porting and ensure seamless SIP activation. Procure, install, and configure network and communication hardware for VoIP deployments across business locations. Identify the root causes of networking problems using diagnostic testing software and equipment; escalate complex issues as needed. Create call flow for inbound calls and auto attendant as determined through communication with the business. Configure all aspects of VoIP services for new locations. Troubleshoot QOS and voice quality issues. Document and update necessary processes and procedures for VoIP conversion. Provide escalation support for VoIP issues and to collaborate with the

Bachelor’s degree (or foreign equivalent) in computer science, information systems engineering, electronic engineering, or related field, networking team when necessary. Provide day-to-day support and administration of Call Manager, Unity Connection, UCCX, Expressway, CUBE routers, Intrado e911, Teams video rooms, Valcom paging, and VoIP reporting. Oversee and conduct performance monitoring and analysis for VoIP. Assist with video equipment installation. Take direction from VoIP manager for all VoIP-related upgrades and sustainment. Participate in incident and problem management activities. Ensure VoIP platforms are kept currently patched from the approved vendor to reduce vulnerabilities and to correct anomalies. Research solutions that benefit all operating companies to reduce costs and increase functionality. A hybrid (in-office and telecommute) work schedule is available. Minimum requirements: Master’s degree (or foreign equivalent) in computer science, information systems engineering, electronic engineering, or related field plus 1 year of experience in the job offered or in a position involving unified communications and demonstrated experience with: Requires technical knowledge of and experience with Cisco VoIP/IP telephony systems; VoIP QoS issues; and mitigation strategies; Requires experience with Cisco switches and routers; Requires knowledge of SIP; H.323; TCP/IP; and network topologies (MPLS, DIA); and Call Manager, Unity Connection, UCCX, Expressway, CUBE routers, and Intrado e911. The employer will also accept a bachelor’s degree (or foreign equivalent) in computer science, information systems engineering, electronic engineering, or related field plus 3 years of experience in job offered or in a position involving unified communications. Minimum requirements: Master’s degree (or foreign equivalent) in computer science, information systems engineering, electronic engineering, or related field plus 1 year of experience in the job offered or in a position involving unified communications and demonstrated experience with: Requires technical knowledge of and

experience with Cisco VoIP/IP telephony systems; VoIP QoS issues; and mitigation strategies; Requires experience with Cisco switches and routers; Requires knowledge of SIP; H.323; TCP/IP; and network topologies (MPLS, DIA); and Call Manager, Unity Connection, UCCX, Expressway, CUBE routers, and Intrado e911. The offered wage is $131,325.22 to $153,000 per year. Benefits offered: medical, dental, vision, prescription drugs, wellness rewards, supplemental medical, health advocacy/EAP, paid parental leave, retirement (401k) program, life insurance, and other benefits offered. Send resume to sarah.grooms@sonepar-us.com, reference ID No. SON-070 in email.