Description of Task to be Performed:
Provide operational support and maintenance for global Unified Communications and Collaboration services, including VTC, VoIP, IM/Presence, A/V streaming, and Public Branch Exchange (PBX) functions. Support customers through tiered troubleshooting, ticket resolution, and scheduled or active VTC sessions. Utilize platforms such as Cisco Unified Communications Manager (CUCM), Cisco Border Controllers (CUBE/VCS), Cisco Unified Communications Manager (MCU), Cisco Meeting Server (CMS), Telepresence Management Suite (TMS), Vbrick Rev, and Integrated Management Controller (IMC) to diagnose issues, perform upgrades, manage configurations, and maintain service availability. Assist with developing training materials and SOPs, ensure patching and security compliance, and support engineering teams with projects and specialized tasks.