Unified Communications Engineer II

Job Description

Job Description

Overview

Ready to join thousands of talented team members who are making the dream of home ownership possible for more Americans? It’s all happening on UWM’s campus, where our award-winning workplace packs plenty of perks and amenities that keep the atmosphere buzzing with energy and excitement.

It’s no wonder that out of our six pillars, People Are Our Greatest Asset is number one. It’s at the very heart of how we treat each other, our clients and our community. Whether it’s providing elite client service or continuously striving to improve, our pillars provide a pathway to a more successful personal and professional life.

From the team member that holds a door open to the one that helps guide your career, you’ll feel the encouragement and support on day one. No matter your race, creed, gender, age, sexual orientation and ethnicity, you’ll be welcomed here. Accepted here. And empowered to Be You Here.

More reasons you’ll love working here include:

• Paid Time Off (PTO) after just 30 days
• Additional parental and maternity leave benefits after 12 months
• Adoption reimbursement program
• Paid volunteer hours
• Paid training and career development
• Medical, dental, vision and life insurance
• 401k with employer match
• Mortgage discount and area business discounts
• Free membership to our large, state-of-the-art fitness center, including exercise classes such as yoga and Zumba, various sports leagues and a full-size basketball court
• Wellness area, including an in-house primary-care physician’s office, full-time massage therapist and hair salon 
• Gourmet cafeteria featuring homemade breakfast and lunch
• Convenience store featuring healthy grab-and-go snacks
• In-house Starbucks and Dunkin
• Indoor/outdoor café with Wi-Fi

Responsibilities

• Administration of Cisco Voice Applications and third party tools
• Monitor communication server clusters to ensure peak performance
• Troubleshoot, analyze, and resolve system outages and trouble tickets
• Provide capacity, performance, uptime and security reporting
• Maintain up-to-date documentation of system design, operation and procedure manuals
• Assist with project implementations and other tasks
• Participate in rotating on-call escalation coverage or emergency response
• Provide in-person training and support to team members
• Mentor other telecom team members

Qualifications

Must-Have:

• 3+ years of experience in the administration of Cisco Unified Communication systems, specifically:
• Cisco Unified Communications Manager
• Cisco Unity Connection
• Cisco Packaged Contact Center Enterprise (PCCE)
• CUBE/Gateway troubleshooting experience
• Experience supporting call recording applications
• Vendor Relationship Management
• Ability to communicate effectively with leadership, team members and clients
• Experience working in ticketing systems (ServiceNow)
• Comfortable in a fast-moving environment with ability to multitask and adapt, positive attitude and willingness to learn
• Onsite, full-time attendance

Nice-To-Have:

• Computer-related degree or equivalent experience, or CCNP Collaboration
• Experience with VMware servers
• e911 experience
• Experience with scripting/API
• Experience with Cisco Expressway/MRA, and Cisco Emergency Responder
• Experience working with IT frameworks (Agile, ITIL)
• Cisco IM&Presence