Unified Communications Engineer / Network Engineer
at Hearst Digital

The role of Unified Communications Engineer will be to exercise their skills in a large and complex environment, ultimately providing positive impact to the employee experience at Hearst. This role will focus on supporting integrated solutions in a multi-platform environment at an enterprise level. Hearst employees heavily leverage a variety of Unified Communications technologies to conduct business with peers and customers. The focus of this role is to manage, maintain, and maximize uptime in a complex environment and meeting business expectations through managing all aspects of technical troubleshooting and MACD work as required.


Responsibilities:


Technical:


The Unified communications engineer will support and handle MACD work using the following technologies:



  • Cisco Unified Communications Manager

  • Cisco Unity Connection Voicemail

  • Cisco Contact Center Express

  • Jabber, Video Phones, and other collaboration endpoints

  • Cisco gateway routers and other SIP enabled gateways and endpoints

  • Avaya phone and voicemail systems

  • Nortel CS 1000 PBXs

  • Handset programing and troubleshooting

  • Conducting performance and diagnostic testing of telecommunications equipment


Operational:



  • Manage vendors in relation to all in scope projects/initiatives

  • Perform user moved adds and changes 

  • Liaise with the Events teams, Help Desk and other IT service owners on a regular basis

  • Provide support and escalations for critical break-fix issues

  • Plan, schedule and perform systems maintenance and upgrades

  • Provide end user training and documentation

  • Provide after-hours support when necessary

  • Handle software and hardware repairs as required to maintain system uptime.

  • Maintains customer rapport by listening to and resolving concerns; answering questions


Requirements:



  • 5+ years hands on experience with relevant technologies

  • Demonstrated mastery of previous levels' skills and responsibilities

  • Excellent Analytical and Problem Solving Skills

  • Excellent Verbal and Communication Skills

  • Ability to work without supervision

  • Cisco Unified Communications Manager (CUCM) ver 9.x or higher

  • Cisco Unity Connection  (UConn)

  • Cisco Voice Portal (CVP)

  • Cisco Call Manager Express (CME)

  • Cisco Unity Express (CUE)

  • Cisco Unified Border Element (CUBE)

  • SIP Trunking

  • Web conferencing integration

  • Call Accounting / CDR 3rd party solutions

  • Strong PSTN Knowledge

  • Avaya phone and voicemail systems.

  • Strong PSTN Knowledge

  • Ability to handle multiple tasks concurrently, prioritizing and accurately completing them in   a potentially stressful environment

  • Ability to interact well with all levels of management and co-workers.

  • Good oral and written communication

  • ability to plan and meet deadlines

  • Excellent computer and customer service skills


Preferred Qualifications:



  • Bachelor’s Degree in computer science or related technologies.

  • Cisco Contact Center Express (UCCX)

  • E911 3rd party solutions

  • Contact Center Reporting such as Aceyus, CUIC and others

  • Experience implementing SIP Trunks and PRI.

  • Experience with designing and configuring global dial-plans and least cost routing.

  • Routing and Switching