Job Summary

The purpose of the job is to oversee and support unified communication infrastructure (Data, Voice, Video & IM, audio and video Conference, and presentation) to satisfy business and customer requirements (flexibility, availability, performance, security, and continuous improvement).

Key Responsibilities:

Manage multiple unified communications infrastructure projects and operational tasks.
Responsible for design, staging, configuration, implementation, and support for VoIP & Contact centre systems and configurations installations as necessary.
Configure and maintain LAN and WAN for voice services.
Install, configure, upgrade, and troubleshoot Cisco unified infrastructure applications.
Coordinate and maintain different IP Telephony enhancements, Unified collaboration systems, Presentations and Audio-Visual facilities.
Install and maintain Unified Communications Systems (CUCM, CUC, UCCX, IMP, AQM) applications.
Configure and maintain standard QoS templates across all network devices.
Provide support to UCS operations across the network.
Provides world-class customer service to internal and external customers.
Performs analysis of unified communications needs and contributes to the design of network architecture, integration, and installation.
Monitors and maintains Unified Communication Systems and makes necessary recommendations for additional resources or hardware augmentations.
Prepares and maintains UCS configuration documentation and changes.
Conduct research and propose appropriate recommendations on unified communication products, services, protocols, and standards in support of user experience continuous improvements.
Provide periodic capacity & forecast planning statistics and periodic reports to aid in management decisions.
Consult with the management and design access policy for the acceptable use of the unified communications services.
Prepare and maintain spare part lists, monitor inventory, and ensure that all the critical parts for unified communications systems are always available for fault repair and emergency requirements.
Review and Support unified communications enhancement of the existing infrastructure through periodic upgrades (hardware & software)

Experience, Knowledge, and Skills Requirements

Bachelor’s degree in computer systems, Technology, or any other equivalent and relevant qualification from an accredited institution.
5+ years of Cisco technical experience, including design, implementation, and support of Cisco Unified Communications solutions.
Extensive hands-on experience with ACD and IVR solutions
Cisco Unified Contact Center Express technologies
Knowledge/ Experience of H.323, H248, MGCP and SIP.
Knowledge / Experience of Voice over Internet Protocol (VoIP) and IP trunking concepts, topology design – VoIP media RTP/RTCP.
Expertise with Signaling Protocols – ISDN, CAS, Analogue, T1/E1 PRI and E and M.
Experience / Knowledge of compression algorithms – G729, G711, G722 etc.
Extensive experience configuring, implementing, and troubleshooting QoS.
Experience supporting Call Centers, including setup, configuration and troubleshooting of toll-free numbers desirable.
Strong knowledge of voice, video and data switches and routers, telecommunications protocols and standards, voice and data infrastructure tools and services, QoS design and operation.
Knowledge of audio and video conferencing backend systems, Cisco TMS, voice gateways, Cisco MCU, Content Servers, VCS controller and VCS expressway.
Scripting and UC application development skills.
Expert practical knowledge of Cisco Collaboration Systems.
Data analysis and problem-solving skills.
Strong planning and organizing skills.
IT Service Management skills.

Deadline 14th August 2023