Unified Communications Engineer SME - Onsite

The UC Subject Matter Expert (SME) is the expert in the operations, maintenance and daily analysis of performance of all the Core Unified Communications hardware and software system required for UC operations to be successful in its mission, and are the key individuals responding to and initiating restoral actions on all the UC service support systems.

The position is onsite 5 days/week working from USCIS HQ office at Camp Spring Maryland, and some light travel in the DMV areas.

Roles and Responsibilities

• Integrate, configure, manage, operate, and provide troubleshooting/restoration services for the following key functional systems: Cisco Call Manager, Cisco Expressways, Cisco WebEx, Polycom Resource Manager, Cisco Telepresence Management Suite, Cisco Unified Communications Manager, PEXIP, Avaya video phones, Avaya Communicator, and Microsoft Teams.
• Validate delivery performance through the analysis of packets, protocols and QoS functionality for all services using service optimization and NetFlow analysis Respond to and work on all critical/high-profile UC referred issues and tickets.
• Provide key interoperability and functional testing with engineering teams and assist with their expertise in furtherance of unified communications support goals with vendors and other subject matter experts.
• Respond to and initiate restoral actions on all the UC service support systems.
• Provide guidance for the field technicians for all daily incident handling and restorative issues.
• Document all UC systems, provide input into the deliverables required of the team, and provide both physical and logical drawings of all UC supporting/responsible systems.
• Maintain and update skillset as it relates to what are coming trends in UC technologies and methods of delivering a future-focused collaborative environment.
• Develop and maintain comprehensive artifacts pertaining to the operating, maintaining, and monitoring Enterprise UC services.
• Provide training, webinars, whitepapers as necessary to customers and on demand.
• Communicate proactively and effectively with customers.

Required Education, Experience, and Skills

• US CITIZENSHIP required.
• Bachelor's degree in Computer Science, MIS, related field or the equivalent and 10 years related experience or a MS and 8 years of experience or the equivalent.
• 8+ years of experience with delivering VoIP and working in enterprise UC environment
• Expert knowledge and experience of UC solutions from the vendors Microsoft, Poppulo, Polycom, PEXIP, Cisco, and Avaya.
• 8+ years of experience operating, maintaining, optimizing, and troubleshooting the following UC solutions in a fast-paced enterprise environment: Cisco Call Manager, Cisco Expressways, Cisco WebEx, Polycom Resource Manager, Cisco Telepresence Management Suite, Cisco Unified Communications Manager, PEXIP, Avaya video phones, Avaya Communicator, and Microsoft Teams.
• Skillset equivalent to Cisco CCNP Collaboration or higher certification
• Working experience with integrating, maintaining, and troubleshooting UC voice, video, IM, presence, and call center solutions in complex networks
• Overcoming challenges of IP Telephony and Collaboration Applications
• Excellent written and verbal communication skills and the ability to represent the team in briefings and in presentations.
• Experience with Agile/DevOps processes
• Experience with working in an ITIL v3 or v4 framework to deliver enterprise services
• Effective time management skills and the ability to work under pressure to meet schedules and deadlines, to multi-task, to plan, organize and prioritize work assignments and pay close attention to detail.
• Candidate must be an US citizen able to obtain DHS Public Trust clearance and USCIS EOD to start work

Desired Education, Experience, and Skills

• Experience with any DHS agencies or entities
• Experience using ServiceNow in a Tier 1 - 4 support role

GDIT IS YOUR PLACE:

● 401K with company match
● Comprehensive health and wellness packages
● Internal mobility team dedicated to helping you own your career
● Professional growth opportunities including paid education and certifications
● Cutting-edge technology you can learn from
● Rest and recharge with paid vacation and holidays