Sr. UC Engineer

Cupertino, CA 95014
  • Job Code
    200232261
Summary

Summary

Posted: Apr 1, 2021

Weekly Hours: 40

Role Number:200232261

The Sr. UC Engineer acts as a domain professional for UC, WebEx, and conferencing solutions for Apple. As part o...Summary

Summary

Posted: Apr 1, 2021

Weekly Hours: 40

Role Number:200232261

The Sr. UC Engineer acts as a domain professional for UC, WebEx, and conferencing solutions for Apple. As part of the VVS team, the engineer will play a key role in monitoring, troubleshooting and partner concerns of technical issues with all WebEx related services and systems to ensure minimal downtime.

We're a diverse collection of problem solvers and doers, continually reimagining our products, systems, and practices to help people do what they love in new ways.

Key Qualifications

  • Architectural and infrastructure expertise with Cisco CMS servers, TMS, CUCM, IMP, SME, CUC, MRA and Cisco Jabber
  • Extensive knowledge of compute and VMware solutions such as vCenter, vSphere and ESXi
  • 5+ years experience supporting WebEx, UC, and Video Conferencing in a Cisco environment
  • 5+ years experience with any and all Cisco Telepresence hardware, WebEx, SIP, TLS, QoS, and Multi-point Control Units
  • 5+ years experience maintaining and solving problems Cisco teleconferencing infrastructure hardware, Cisco Expressway-E and - C, CUCM as well as server maintenance and virtualization on UCS-C Hardware
  • In depth knowledge of network operations standard methodologies, production support, and capacity planning
  • Extensive knowledge in solving problems tools such as RTMT, Wireshare and Control Hub
  • Experience working with spreadsheets, documents, and presentations tools to build and maintain technical and functional documentation
  • Experience working with changing needs, infrastructure, and evolving business processes
  • Experience working and communicating with the user community, interpreting issues, understanding requirements, and deploying solutions

Description

Supervises contractors and vendors working on Webex, UC/Video systems, supervising and signing off on break-fix repair, upgrade, or new build installation
Uses the trouble-ticket system to manage, supervise, and resolve WebEx/UC related trouble tickets
Maintains proficiency in WebEx and collaborative technologies as well as professional office skills both of a technical and non-technical nature
Trace call issues through Cisco infrastructure and solve issues with call quality, call failure and work issue in real time to mitigation of solution, ultimately ending with RCA of issue
Follows SLA guidelines on response promptness to all tasks
Monitors and responds to video conference alerting to address issues in remote offices and indicate occurrence of larger wide issues
Provides oversight of onsite teams and ultimately takes ownership for quality and consistency of UC and WebEx conferencing technologies
Provides as an issue point to Tier 1 and Tier 2 Support for any WebEx/UC related issue
Collaborate with and support C-level executives with any and all issues around call quality and when necessary provide high touch support
Acts as de-facto deployment engineer, operates as domain specialist for all infrastructure and Webex related video conferencing requests and issues
Solves problems and diagnoses VC quality issues within the LAN & WAN environments
Provisions or migrates new or existing VC endpoints, and maintains endpoints through CUCM, ensures maximum uptime through monitoring of alerting dashboard
Communicates with the onsite teams for all High-Priority calls to adequately test and prepare physical space as well ensure quality of multipoint call
Takes on tasks for special projects or assignments when requested by clients and executes them within the given timelines

Education & Experience

BA/BS degree in Engineering or related technical field, or equivalent practical experience

Additional Requirements

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Sr. UC Engineer

Apple, Inc.
Cupertino, CA 95014

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