UC Engineer in Raleigh, NC with Greene Resources

Date Posted: 10/11/2019

Job Snapshot

Job Description

Job Number: 35089

UC Engineer

Job Description:

Our client is looking for a UC Level 2 and 3 Engineers to join their team! The Unified Communications (UC) Engineers, will work in a fast-paced virtual NOC with teammates across North America. The engineer will be responsible for providing Day 2 support, troubleshooting UC related incidents for customers in the financial, healthcare, retail, and insurance industries (among others) across 70 countries. This is a full time, direct hire position based in Raleigh, NC.


  • Responsible for incident resolution across large customer base

  • Responsible for following change management process and implement changes accordingly

  • Responsible for managing individual change and incident queue

  • Responsible for updating ticketing system with detailed oriented notes

  • Take escalations from our service desk in a fast-paced environment

  • Collaborate with internal Operations teams to deliver a customer focused managed service

  • Collaborate with internal development and product teams to continuously evolve the Optanix Platform

  • Develop procedural documentation for change implementation

  • Mentor and provide technical guidance to junior engineers

  • Participate in a rotating on-call schedule

  • Troubleshoot incidents in the following technologies: Cisco Unified Communications Manager 9.x and above, Cisco Unity Connection, Cisco IM&P and Jabber ClientsCisco Voice Gateways / CUBEs, Cisco Telepresence (Servers and video end-points), Cisco Unified Contact Center Enterprise 7.x and above, Cisco Unified Contact Center Express, Cisco Finesse / CTIOS / Cisco Agent Desktop, Cisco Voice Portal (CVP), Cisco Historical Data Server (HDS), Cisco CCMP, Cisco UCS Platform, VMWare 5.x and above, Cisco Unified SIP Proxy (CUSP), Signaling protocols such as SIP, H323, SCCP, and MGCP

Education Requirements:

  • Associate's degree preferred; college degree in Engineering or similar discipline desired but not required. Expert level experience may be substituted for a college degree

Desired Background/Skills:


    • 5+ years with UC/UCC Engineer or equivalent

    • CCIE Collaboration Ceritfication. Expert level experience may be substituted.

    • Ability to work with little direction

    • Ability to work weekends and non-normal business hours

    • Strong technical, client and customer relations skills

    • Strong oral and written communication skills

    • Strong case management and ability to prioritize workload

    • Strong problem management skills ITIL and ITSM knowledge and ability to work in a process driven environment

    Other Information:

    • Greene Resources is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.