JOB DESCRIPTION Principal Unified Communications Engineer The Global IT Unified Communications & Collaboration Operations team provide the following services to Oracle employees :
Telephony support on Cisco Spark, desk phones and Jabber
Audio Conferencing services provided by InterCall
WebEx Web Conferencing & media streaming
OTube & Digital signage
We are looking for an experienced Unified Communications Engineer with particular experience on Session Border Controllers, MRA, Cisco Spark, Cisco Spark Hybrid.
Cisco Jabber or related softphone / threaded media technology. The successful candidate will be the operational SME for Session Border Controllers and Spark.
The role will be based in Guadalajara, Mexico. RESPONSIBILITIES
Subject matter expert for Session Border Controllers
Subject matter expert for Cisco Spark and Cisco Spark Hybrid
Stakeholder for new service offerings, work closely with business relationship managers to ensure full awareness, marketing and satisfaction of soft phone services
Subject matter expert to all LOBs and internal IT teams on soft phone services
Enhance customer experience of soft phone services to all Oracle employees
Ensure end user facing knowledge, written documentation and videos are current and effective.
Provide documented support information for the UCC team and other Global IT support staff
Communications to users of new features and upgrades
Regular communications with design team to track bugs, new offerings and user challenges
Monitor overall quality of the service using various monitoring solutions
Provide monthly reports on the services including consumption and quality
Degree in electrical / electronic engineering, computer / communications engineering or related discipline preferred.
Prior experience (8-10 years) working as a Voice Support / Specialist / Engineer.
Customer focused and have outstanding customer relationship skills
Excellent written and spoken English communication skills
Strong written and verbal communication skills for reporting updates up to Global IT CIO level
Ability to think laterally and constructively question established process
Proven ability in developing client relationships and internal cross functional team working relationships
Ability to work in a diverse global team
Leadership and interpersonal skills
Experience administrating, supporting, troubleshooting, problem isolation and deploying Session Border Controllers
Experience supporting, troubleshooting, problem isolation and deploying Cisco Call Manager and soft phone services
Cisco Unified Call Manager Clusters (version 11.x , later versions a plus)
SIP, H323 and MGCP voice protocol configuration experience.
Experience with WAN (MPLS / VRF), Routing Protocols BGP, EIGRP, Wi-Fi, DHCP / DNS.
Experience configuring QoS on both WAN and LAN.
Experience supporting routing and LAN / WAN knowledge including BGP / OSPF / EIGRP, MPLS / VRF and QoS.
Experience supporting a Global Voice WAN.
Experience with isolating and resolving complex problems utilizing appropriate diagnostic tools.
Experience working with Global Carriers, tracking and / or escalating to meet vendor SLAs.
Self-Starter with demonstrated experience of supporting large VoIP LAN / WAN environments.
Cisco Certifications are a plus
Detailed Description and Job Requirements
As part of the Network Services team within Oracle's Global Information Technology organization, you will be responsible for the delivery of IT services to Oracle's businesses worldwide, these services include the management and delivery of network infrastructure.
Maintain (and monitor) records of equipment failure and liaise with engineers and suppliers as necessary - and recommend / implement changes to procedures and practices.
Escalate client problems according to established procedures but exercising judgment in the process. Manage the network using network management tools, analyze network performance and recommend / implement network enhancements.
Analyze network performance to ensure adequate bandwidth for business needs - and implement changes as appropriate. Working closely with 'global' network team / development recommend enhancements to the network infrastructure, and enhance proactive network management tool set.
Troubleshoot network problems on the campus network, remote locations and the Irish wide area network though to resolution exercising independent judgment and creativity.
Perform Project Engineering including specification definition, design of solution in compliance with corporate standards, implementation, testing through to production.
Respond to monitor alarms to identify the root cause of an outage and coordinate the corrective action in a timely fashion.
Provide technical and product leadership to management and contribute to Global IT policy. Provide on-call support services as needed and lead others in complex situations.
Leading contributor individually and as a team member, providing direction and mentoring to others. Work is non-routine and very complex, involving the application of advanced technical / business skills in area of specialization.
8 years relevant work experience and degree / diploma in computer science or IT discipline.
MX-MX,Mexico-Guadalajara / Zapopan