SME - Cisco Unified Communications

Experience: Not Available to Not Available years

Location: Others, India

Skills: Microsoft Teams, Cisco Web-Ex, Voice and Video Collaboration systems, MS Teams admin portal, Cisco WebEx control hub, Cisco Video end points, Cisco Cloud Video interop (CVI), Dial plan, Normalization rule, Audio conferencing, Direct routing, PowerShell commands, Scripting, AudioCodes SBCs, Analog Gateways, SIP Configuration, Call flows, ICE/STUN/TURN protocols, Azure, 0365, Active Directory, Exchange, E164, E911, LAN/WAN networking equipment, Cisco TAC, Service Providers, Change Management, Incident Management, Cisco Certified Network Associate (Ccna) Collaboration Certification, Itil Foundation Certification

Job Summary
The Video Conferencing Modernization (VCM) L2 Support Engineer is a full-time, client facing position. The responsibilities of the role require Unified Communications support and operational experience. This is a fast paced, results driven position, and our Technical Support Engineers must have the ability to handle challenging technical issues, tackle various types of deliverables within the VCM space and manage a multitude of tasks concurrently. Due to the nature of this client facing / support role, our Engineers must be skilled in verbal and written presentation (English). Candidates must be able to work in shifts, on-call, remote / home office.

Responsibilities / Relevant Experience / Technical Skill
As a member of our growing team, MS Teams & Cisco Web-Ex (VCM) L2 Support Engineer fulfill duties including, but not limited to, the following:
• Experience with Microsoft Teams, Cisco Web-Ex, Voice and Video Collaboration systems
• Administration of MS Teams admin portal & Troubleshooting




• Experience in Cisco WebEx control hub administration and registering Cisco Video end points on Cisco WebEx.
• Manage Cisco Cloud Video interop (CVI) with MS teams
• Manage Dial plan, Normalization rule on Microsoft teams and SBC’s
• Manage and assigning Meeting policy, Voice routing policy in MS Teams
• Handling issues related to Audio conferencing, Direct routing, Collecting logs from Teams & SBCs
• Knowledge in PowerShell commands & scripting to handle MS Teams activities
• Ability to support various endpoints including desk phones, conference phones, analog devices, desktop, and mobile clients.
• Troubleshooting of AudioCodes SBCs and Analog Gateways
• Troubleshoot & Upgrade Patch / Software for video conference devices
• Supports Regional IT / Hands & Feet team with troubleshooting and maintaining the Voice / Video workplace
• Basic Knowledge with SIP Configuration and Troubleshooting
• Theoretical knowledge with call flows, ICE/STUN/TURN protocols
• Basic Knowledge of Azure, 0365, Active Directory and Exchange
• Basic Understanding of E164 & E911
• Basic understanding with LAN/WAN networking equipment and protocols
• Familiar with Microsoft Support, Cisco TAC, Third Party Vendors, and Service Providers/Carriers tier-2/3 support groups, tracking and escalating trouble tickets, and interfacing with customers at all levels.




• Follows Change and Critical Incident Management process during outages and changes

Key Responsibilities
1. Ensure Timely Resolution And Quality Compliance Of Escalated Incidents By Analyzing Ticket Data And Applying On-Premise Cisco Collaboration Best Practices To Meet Sla Requirements.
2. Mentor Administrators And Team Members Through Value Addition Activities, Such As Preparing Standard Operating Procedures (Sops) And Maintaining Comprehensive Documentation To Enhance Operational Efficiency.
3. Validate Change Order Implementation Plans And Ensure Compliance With Human Error Protocols While Actively Participating In Capacity Planning Sessions To Align Resources With Demand.
4. Foster Positive Customer Relationships By Actively Participating In Customer Meetings To Understand And Address Issues, Facilitating Effective Communication That Leads To Increased Satisfaction.
5. Conduct Thorough Validations And Analyses, Such As Root Cause Analysis And Trend Analysis, To Produce Insightful Reports That Drive Performance Improvements And Inform Key Business Stakeholders.

Skill Requirements
1. Proficient In On-Premise Cisco Collaboration Technologies, With A Solid Understanding Of Support And Operations Processes.
2. Strong Analytical Skills With The Ability To Conduct Root Cause And Trend Analyses.
3. Excellent Communication Skills To Effectively Liaise With Stakeholders And Facilitate Knowledge Sharing.
4. Familiarity With Creating And Maintaining Standard Operating Procedures (Sops) And Documentation Practices.

Other Requirements
1. Cisco Certified Network Associate (Ccna) Collaboration Certification Is Optional But Valuable.
2. Itil Foundation Certification Is Recommended For Effective Service Management Practices.

📌 SME Cisco Unified Communications (Mumbai)
🏢 HCL Technologies
📍 Mumbai