Job Description

Cisco WebEx and Cisco IP Telephony IPT Support SME

Keywords: Webex, Avaya, CUCM, Teams, Five9

Rate: Market

Experience 6-8 Years

Job Summary

We are seeking a highly skilled Support Subject Matter Expert SME to manage and support Cisco WebEx and Cisco IP Telephony IPT environments The ideal candidate will have 810 years of experience in providing operational support troubleshooting and maintenance of these collaboration and telephony platforms

Key Responsibilities

• Expertise Serve as the primary expert for Cisco WebEx and Cisco IPT technologies providing advanced technical support and guidance
• Operational Support Provide daytoday operational support for Cisco WebEx and Cisco IPT environments ensuring high availability and performance
• Troubleshooting Diagnose and resolve complex issues related to Cisco WebEx and Cisco IPT including performance bottlenecks connectivity problems and configuration errors
• System Maintenance Perform regular maintenance tasks including patching upgrades and backups to ensure the stability and security of the environments
• Deployment Manage the deployment of updates and configurations ensuring minimal disruption to services
• Monitoring Monitor system performance and health using tools to identify and address potential issues proactively
• Documentation Maintain detailed documentation of system configurations operational procedures and troubleshooting steps
• Collaboration Work closely with network security and IT teams to support lifecycle management and ensure seamless integration
• Compliance Ensure that environments comply with organizational policies and industry standards
• Incident Management Lead incident management efforts including root cause analysis and implementing corrective actions to prevent recurrence
• Capacity Planning Conduct capacity planning to ensure the environments can handle current and future workloads efficiently
• Disaster Recovery Develop and maintain disaster recovery plans ensuring business continuity in case of system failures
• Performance Tuning Perform performance tuning and optimization of applications and infrastructure to enhance system efficiency
• Security Management Implement and manage security measures to protect environments from vulnerabilities and threats
• Training and Mentoring Provide training and mentoring to junior team members fostering a culture of continuous learning and improvement

Qualifications

Experience 5 8 years of experience in supporting Cisco WebEx and Cisco IPT environments

Technical Skills

• Cisco WebEx
• Strong knowledge of Cisco WebEx solutions including WebEx Meetings WebEx Teams and WebEx Events
• Proficiency in configuring and managing WebEx environments including user management meeting configurations and security settings
• Experience with WebEx Control Hub for centralized management and monitoring
• Familiarity with WebEx monitoring and performance tuning tools eg WebEx Analytics WebEx Status Dashboard
• Cisco IP Telephony IPT
• Strong knowledge of Cisco IPT solutions including Cisco Unified Communications Manager CUCM Cisco Unity Connection and Cisco Unified Contact Center Express UCCX
• Proficiency in configuring and managing Cisco IPT environments including SIP trunking call routing and voicemail
• Experience with Cisco IPT monitoring and performance tuning tools eg Cisco Prime Collaboration Cisco Unified RTMT
• Familiarity with network protocols eg TCPIP DNS DHCP and security protocols eg IPsec SSLTLS
• ProblemSolving Excellent troubleshooting skills with the ability to diagnose and resolve complex technical issues
• Communication Strong verbal and written communication skills with the ability to explain technical concepts to nontechnical users
• Certifications Relevant certifications in Cisco WebEx and IPT technologies eg CCNP Collaboration CCIE Collaboration are a plus
• Team Player Ability to work collaboratively with IT teams vendors and endusers

Preferred Skills

Experience with other collaboration and telephony platforms eg Microsoft Teams Zoom

Skills

Mandatory Skills : Azure Infra Services,UCCX,AWS Infra Services,Cisco Webex,Cisco Ipcc,NICE Contact Center,CUCM

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