Job Description

Job Details Job Location Remote Employee Location - Fife, WA Remote Type Optional Work from Home Position Type Full Time Education Level Not Specified Salary Range $5,500.00 - $7,000.00 Salary/month Travel Percentage None Job Shift Day Job Category Engineering Description Continuant is a Managed Services Provider and Systems Integrator, offering multi-OEM legacy support and solutions for Unified Communications (UC) and AV systems. We are seeking a highly skilled Tier 2 Cisco Collaboration Engineer to take on a pivotal role in supporting and optimizing customer Cisco Collaboration environments. As a Cisco Tier 2 Engineer, you will act as a key technical resource, addressing escalations from Tier 1 engineers, resolving mid-to-high complexity issues, and collaborating with Tier 3 engineers on advanced projects. This role requires a deep understanding of Cisco Unified Communications technologies and a proactive approach to mentoring junior team members. Job Duties: Serve as the primary escalation point for Tier 1 engineers, providing technical guidance and resolving escalated incidents with minimal supervision. Perform advanced configuration, administration, and troubleshooting of Cisco Unified Communication Manager (CUCM), including: Database balancing, call routing, and device provisioning. SIP trunk configurations and troubleshooting voice and video services. Analyzing logs, traces, and RTMT alerts for issue resolution and system optimization. Manage Cisco Unity Connection (CUC) configurations, including LDAP integration, call handlers, and voicemail system health checks. Troubleshoot Cisco Analog Gateways and SIP trunk connectivity issues, with hands-on experience in protocols such as H.323, SCCP, and MGCP. Monitor, diagnose, and resolve system alerts using Real-Time Monitoring Tool (RTMT) and other diagnostic tools. Assist with implementing and maintaining Cisco Expressway configurations for IM&P and Mobile and Remote Access (MRA). Provide mid-level support for Unified Contact Center Express (UCCX), including script modifications and Finesse setup. Collaborate with Tier 3 engineers on complex issues and project-based tasks, such as system upgrades, migrations, and advanced troubleshooting. Create and maintain detailed documentation of troubleshooting steps, system configurations, and operational processes. Mentor Tier 1 engineers, providing guidance on technical best practices and professional development. Qualifications Required Experience and Skills: 5+ Years experience in Cisco Unified Communications technologies, including: CUCM administration (database management, call routing, SIP trunking). Unity Connection (voicemail, LDAP integration, user management). Proficiency with diagnostic tools such as RTMT, Wireshark, and CUCM traces for troubleshooting. Strong knowledge of Cisco gateways, including configuration, deployment, and troubleshooting of SIP, H.323, and SCCP protocols. Experience supporting Cisco Expressway (C&E) configurations, including certificates, DNS records, and IM&P integration. Ability to independently resolve moderate-to-complex technical issues and perform root cause analyses. Solid understanding of networking concepts, including TCP/IP, QoS, and VoIP technologies. Required Education and Certifications: CCNA Collaboration certification is required ; CCNP Collaboration or equivalent certification is strongly preferred. Bachelor's degree in Telecommunications, Engineering, Computer Science, or a related field (or equivalent combination of education and experience). Preferred Skills: Working knowledge of UCCX for script troubleshooting and Finesse configuration. Exposure to VMware infrastructure for UC applications, including datastore management and upgrades. Familiarity with ITSM platforms like ServiceNow and ITIL processes. Knowledge of collaboration tools such as Cisco Jabber, Webex, and video conferencing systems. Advanced certifications such as CCNP Collaboration, CCIE Collaboration or equivalent. Starting Salary: $5,500 - $7,000 / mo Please note: Pay will be evaluated based on multiple factor, including and not limited to relevant education, certifications and candidate performance during a technical assessment with our team. Continuant is committed to fair, unbiased compensation along with competitive benefits. Employee Benefits Medical ($0 Premium!), Dental, Vision Benefits Fitness Fund Reimbursement Program for gym memberships and massages Matching 401(K) Program with 100% match Generous PTO and Paid Holidays Gym, Massage, Pickle ball Court, Chiropractor, and Nutritionist at HQ If you're eager to grow your career in Cisco Collaboration and thrive in a supportive, team-oriented environment, we'd love to hear from you! Continuant is an Equal Opportunity Employer. We take pride in having a dynamic, diverse workforce. Continuant is a Drug Free Work Environment. Drug test and criminal background check are required at the time of employment. Any candidate that tests positive for marijuana or ANY controlled substance and/or alcohol during a pre-employment drug/alcohol screening will not be eligible for hire. Continuant

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