Unified Communications Engineer - Delivery Analyst

SYSTEMS ENGINEER

The Unified Communication (UC) Delivery Analyst is the interface and lead for all collaboration with stakeholders, consumers, contractors, and dependent parties for ensuring the network and network configurations are optimal for delivering high quality Enterprise UC services.  This position is the Tier3 Remediation focus of Unified Communications centric network related issues across the Enterprise.

Must be local to the National Capital Region – position is 5 days/week on-site, Camp Springs, MD

Roles and Responsibilities

·       Work with the WAN provider, other agencies, and components, contracted infrastructure service providers, network engineering and operations, and other delivery dependencies of UC services to ensure a quality service reaches the customer

·       Work collaboratively and provide guidance to the team on network infrastructure issues in real time, taking the lead on any network related issues that may occur

·       Perform continual operational monitoring of service delivery and provide constant real-time daily on-shift guidance to the rest of the Multimedia OPS team and field technicians as troubleshooting efforts impinge on operational capabilities

·       Create, maintain, and make recommended changes to test plans and troubleshooting processes

·       Create, update, and review all technical documentation, build guides, logical and physical topology drawings for accuracy, making updates and corrections as necessary

·       Be responsive and work on all critical/high-profile UC referred issues and tickets within 30min

·       Assist the UC Systems Administrators and Subject Matter Experts in real-time to enhance customer response and issue resolution

·       Communicate proactively and effectively with all stake holders, consumers, and dependent parties

·       Provide Unified Communication deliverable reports and/or other project related reports

·       CISCO Networking experience, Video Telephone Conference (VTC) with Cisco CUCM, Expressway, CMS, CMM, WebRTC, WebEx

Required Education, Experience, and Skills

·       Bachelor's degree in Computer Science, MIS, related field or the equivalent and 9 years related experience or a MS and 7 years of experience or the equivalent

·       Working knowledge of Netflow analysis, packet analysis, cloud and hybrid cloud technologies, Instant Messaging, switching, routing, firewall, wan balancers, traffic optimization, quality of service (QoS), Voice and Video transmission metrics, streaming technology, Cisco unified communications (UCS) configurations and operations, and UC applications – to include WebEx, Avaya Communicator, Skype, and associated unified communications protocols

·       Ability to use and interpret access control lists and Netflow collections from other tools

·       7+ years of experience working within the IT field – with a strong focus in UC support systems and inherent delivery & operational mechanisms

·       Skillset equivalence to Cisco CCNP Routing and Switching certification

·       Working experience with implementing, maintaining, and troubleshooting Cisco IP Routing and Switched Networks

·       Excellent written and verbal communication skills

·       Proven experience with managing and using Dev Ops concepts

·       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

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

EDUCATION AND EXPERIENCE: BA/BS or equivalent, 5+ years of experience

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