UC Subject Matter Expert Lead

Overview

• Salary: Dependent upon experience

• Security Clearance: ability to attain an active DHS EOD required

• Availability: upon award, currently in proposal stage

• 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

• This job description is not designed to cover a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities are subject to change at any time. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments.

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform these functions.
• While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls. The employee is occasionally required to stand, walk, sit, and reach with hands and arms. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually low to moderate.

• All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the employee will possess the skills, aptitudes, and abilities to perform each duty proficiently. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an "at will" relationship.