Cisco Collaboration L3

Job Description

Primary Roles & Responsibilities:

• Install, configure and troubleshoot Cisco Unified Communications products including Unified Communications Manager, Unity and Unity Connection, Presence, Contact Center Express, Cisco Webex and Cisco Webex Contact Center.
• Install and configure voice gateways as part of the Collaboration solutions
• Install and configure SIP border solutions (CUBE and other SBC’s)
• Strong understanding of security and privacy controls for voice systems and the ability to design and configure according to the current standards.
• Troubleshoot integrated technology issues and maintain an accurate issues list.
• Provide systems administration training to clients
• Learn to understand the customer environment (technical and political) and when to escalate.
• Work with Account Managers to identify new opportunities (cross selling and up selling while on projects)
• Participate in the modification and continual improvement of the both the professional services project documentation and the project implementation processes
• Assist support technicians in troubleshooting client installation
• Continuously develop and enhance knowledge, skills and abilities through various learning channels to expand technical and non-technical capabilities. Ensure further expansion of skill-set in the products & services that Black Box supports.
• Actively and consistently recommend and support all efforts to improve, simplify, automate and enhance day-to-day service delivery operations and client experience.
• Foster and contribute toward collaborative working relationships within NACS operations and across all levels and departments of the organization to execute service desk functions and company priorities.
• Perform other duties as assigned
  
  

Knowledge, Skills, Abilities

Accountability - Demonstrates an understanding of the link between one’s own job responsibilities and overall organizational goals and needs, and performs one’s job with the broader goals in mind. Looks beyond the requirements of one’s own job to offer suggestions for improvements of overall organization operations. Takes personal ownership in organization’s success.

Customer Focus - Demonstrates concern for meeting internal and external customers’ needs in a manner that provides satisfaction for the customer. Considers the impact on the external customer when taking action, setting policies or carrying out one’s own job tasks. Looks for external trends that are likely to shape the wants and needs of customers in the near future. Looks for creative approaches to providing or improving services that may increase efficiency and decrease cost.

Decision Making - Makes good decisions using a combination of analysis, knowledge, experience, and judgment. Analyzes and distinguishes core problems by looking at the symptoms. Resolves key issues behind major problems in the short term while developing and executing long term solutions. Has a strong record for making decisions that are correct and accurate. Applies strategies to implement effective decision making during crises.

Interpersonal Relationships - Demonstrates appropriate and professional behavior at all times. Uses a high degree of tact and diplomacy in working with others. Models and exercises sound judgment regarding personal conduct. Is aware of one’s own style or preference and its impact on others. Earns the respect of others.

Problem Solving and Critical Thinking - Builds a logical approach to address problems or opportunities or manage the situation at hand by drawing on own knowledge and experience base and calling on other references and resources as necessary. Undertakes a complex task by breaking it down into manageable parts in a systematic, detailed way. Identifies the information needed to solve a problem effectively. Gets input from internal/external contacts who are closest to the problem.

Education / Experience Requirements

• CCNP Voice/Collaboration or equivalent experience. (CCIE Voice/Collaboration strongly preferred)
• Bachelor’s degree and/or equivalent work/military experience (5+ years).

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