UC Subject Matter Expert

Clearance Level
None
Category
Systems Engineering
Locations
Falls Church, Virginia
Herndon, Virginia

REQ#: RQ43880

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

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 RMX Bridge, Polycom DMA, Polycom Resource Manager, Cisco Telepresence Management Suite, Cisco Meeting Server, Cisco Unified Communications Manager, Avaya video phones, Avaya Communicator, vBrick Media-Streaming systems, and Microsoft Skype
  • 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
  • Participate in a rotational shift to ensure there is one SME on shift at all times
  • 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

  • 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, ConnectedSign, Polycom, Cisco, vBrick and Avaya
  • 8+ years of experience operating, maintaining, optimizing, and troubleshooting the following UC solutions in an fast paced enterprise environment: Cisco Call Manager, Cisco Expressways, Cisco WebEx, Polycom RMX Bridge, Polycom DMA, Polycom Resource Manager, Cisco Telepresence Management Suite, Cisco Meeting Server, Cisco Unified Communications Manager, Avaya video phones, Avaya Communicator, vBrick Media-Streaming systems, and Microsoft Skype
  • 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

Desired Education, Experience, and Skills

  • US Citizen with DHS Public Trust suitability clearance/EOD
  • Experience with any DHS agencies or entities
  • Experience using ServiceNow in a Tier 1 - 4 support role

Conditions

  • Candidate must be an US citizen able to obtain DHS Public Trust clearance and USCIS EOD to start work

We are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions. We ensure today is safe and tomorrow is smarter. We are there. On the ground, beside our clients, in the lab, and everywhere in between. Offering the technology transformations, strategy, and mission services needed to get the job done.

GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.