Senior Engineer - Communication Services

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Job Description

We are looking for a Senior Engineer to play a pivotal role in designing, planning, and implementing advanced Zoom Cloud solutions (UCaaS) and NICE CXOne Contact Centre, ensuring seamless day-to-day operations within our global environment.
Key Responsibilities:
Voice and Video Architecture:

• Design and deploy Zoom cloud telephony and video solutions.
• Implement NICE CXOne cloud Contact Centre.
• Configure, coordinate, troubleshoot, and deploy video conference systems.
• Analyse log files and network traces to resolve issues.
• Collaborate with IT teams to plan and design voice and video infrastructure.
• Engage in client discussions throughout development phases.
• Provide guidance on current and emerging technologies.
• Document procedures and operational tasks.
• Deliver presentations and Visio documents to educate stakeholders.

Customer Service:

• Liaise with customers and vendors.
• Offer third-level support to IT teams.
• Train and instruct IT staff.

Planning:

• Manage tickets and operational changes via ServiceNow.
• Prepare capacity plans for network and security.
• Assist business units in technology planning.
• Evaluate and introduce technical solutions.
• Contribute to Technology Road Map and annual project planning.

Projects:

• Participate in projects involving voice, video, and infrastructure changes.
• Develop and manage project budgets.
• Plan, install, and upgrade network and security platforms.

Qualifications & Experience:

• Cisco CCIE (Collaboration).
• ITIL Foundation certification (preferred).
• Relevant technical certifications (CompTIA A+, Network+, Security+, Microsoft MCSA/MCSE, Cisco CCNA/CCNP, VMware VCP) preferred.
• Extensive experience in large-scale telecommunications environments.
• Expertise in Voice and Video platforms.
• Experience with Zoom phone and video provisioning and UCaaS solutions.
• Experience with NICE CXOne Contact Centre.
• Familiarity with ServiceNow.
• Experience with Cisco UCS hardware and VMware (preferred).
• Knowledge of Cisco Expressway, UCM, UCCX, and UC (preferred).
• Experience with Certificates, SSO, Ping, Proofpoint (preferred).
• Experience in Trade Desk Turret and voice recording systems (preferred).

Knowledge & Skills:

• Knowledge of Panorama Firewall technologies (preferred).
• Familiarity with network design, TCP/IP protocol suite, routing protocols, and network security.
• Understanding of Telephony and Video protocols, including SIP and multicast.
• Strong analytical and problem-solving skills.
• Excellent communication skills.
• Ability to build effective relationships and focus on client needs.

Additional Information:

• This role requires on-call shift work.
• You will be part of a dynamic team, working closely with other IT groups as a technical resource on assigned projects.