Our Client is seeking an experienced Unified Communications Engineer with strong expertise in managing and troubleshooting Ribbon Session Border Controllers (SBCs). The ideal candidate will also have a solid foundation in Cisco IP telephony network infrastructure, voice protocols, collaboration product analysis, and automation. This role is critical for ensuring the reliability and efficiency of our communication solutions and enhancing our team's capabilities in managing SBCs.

Roles and Responsibilities

• Manage, configure, and troubleshoot Ribbon SBCs, with Oracle SBC experience considered an advantage. Identify and resolve technical issues, ensuring high system performance and reliability.
• Provide expert-level support for Cisco Unified Communications Manager (CUCM), Unity Connection (CUC), CUCM IM & Presence (IM&P), and associated gateways. Analyze and interpret logs and traces to diagnose and resolve issues.
• Demonstrate a strong understanding of voice communication protocols including SIP, MGCP, H.323, SCCP, and ISDN to maintain and optimize voice network performance.
• Leverage various APIs, SDKs, and protocols such as AXL, REST, and SOAP to build automation solutions. Develop scripts and programs in Python, Java, Perl, or other languages to streamline operational processes.
• Troubleshoot and resolve complex incidents involving multiple products and features, driving issues to resolution with a focus on customer satisfaction and operational efficiency.
• Proactively identify and take ownership of problems, implementing solutions and continuous improvements to prevent future issues.
• Demonstrate proven planning, prioritization, and organizational skills to manage tasks and projects efficiently.
• Apply ITIL Foundation-level knowledge to align with service management best practices.

Required Technical Expertise

• Hands-on experience managing and troubleshooting Ribbon SBCs (Oracle SBC experience is a plus).
• Basic understanding of Cisco IP telephony network infrastructure.
• Proficient knowledge of voice protocols (SIP, MGCP, H.323, SCCP, ISDN).
• Basic understanding of logs and traces from CUCM, CUC, CUCM IM&P, and gateways.
• Proficiency with APIs, SDKs, and protocols used for automation (AXL, REST, SOAP).
• Strong scripting or programming skills in at least one language (Python, Java, Perl).
• Ability to troubleshoot multi-product, multi-feature issues and drive them to resolution.
• Demonstrated ownership of problems and effective solutions.
• ITIL Foundation certification or equivalent knowledge.

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