UC L3 Tech Expert (Cisco)
ref :584441 | 01 juin 2025
date limite de candidature : 30 août 2025
- CityStars, Cairo, Égypte - Egypte
votre rôle
Mission
The mission of the UC L3 Technical Solutions Expert is to deliver exceptional technical expertise in unified communications, ensuring robust incident response and innovative solutions that align with the organization’s strategic objectives and enhance customer experience
Main activities & key responsibilities
- Handle advanced and critical incidents related to all Cisco UC products and services.
- Lead and coordinate technical recovery during outages, ensuring rapid resolution and timely communication.
- Plan, validate, and execute complex and non-standard change requests, platform upgrades, and migrations.
- Conduct Root Cause Analysis (RCA) for major incidents and recurring issues for a permanent resolution.
- Work with service providers to optimize SIP trunking and resolve interoperability issues.
- Design and implement dial plans, call routing policies, and QoS strategies.
- Participate in release cycles and implementation of new features and services for Cisco UC platform.
- Support in cloud adoption or migration strategies within Cisco's UC ecosystem.
- Work closely with Service Readiness Managers to ensure service readiness & acceptance criteria are met.
- Perform technical design reviews and customer audits, ensuring compliance, documentation accuracy, and service alignment with best practices.
- Share expertise through training, coaching, and mentoring to uplift team capability.
- Own and improve all pillars of knowledge management, including documentation & known error databases.
- perform basic troubleshooting, and support application deployments in virtualized environments
votre profil
Job related Skills:
- Experience with Cisco Collaboration platforms, including CUCM, Unity Connection, CUBE, vGWs & Webex.
- Strong understanding of voice and signaling protocols: SIP, SDP, RTP/SRTP, MGCP, and H.323.
- Proficient in troubleshooting using RTMT, Wireshark, CDR/CMR analysis, and Cisco debugs.
- Expertise in configuring and troubleshooting SIP trunks, PRI circuits, and CUBE SIP normalization.
- Advanced skills in Cisco dial plans, route patterns, call translations, and routing logic.
- Practical experience with high availability (HA) and redundancy solutions to ensure platform resilience.
- Experience with Cisco Webex Calling, Webex Control Hub, and cloud-registered endpoints.
- Proficient in Cisco Smart Licensing and SSM (cloud and on-prem), including registration, token handling, and license compliance for UC apps.
- Familiarity with cloud licensing models, device onboarding, and analytics/monitoring via Webex Control Hub.
- Working knowledge of virtualization infrastructure including VMware ESXi, Cisco UCS servers, and CIMC, with the ability to manage UC virtual machines.
- Solid networking foundation in LAN/WAN topologies, QoS, CAC, and SRST deployment.
- Skilled in root cause analysis (RCA) and clear technical documentation.
- Effective crisis-bridge orchestrator with strong customer communication skills.
- Knowledgeable in ITIL Incident, Problem, and Change Management frameworks.
Interpersonal Soft Skills:
- Effective Communication: Clearly and concisely convey information to technical and non-technical stakeholders, ensuring timely reporting and updates
- Collaboration & Teamwork: Work effectively with various teams and stakeholders to achieve common goals.
- Escalation Management: Skilled in managing crises and escalating issues effectively to ensure minimal impact.
- Leadership: Mentor junior engineers, lead transversal initiatives
- Resilience: Ability to adapt to changes and handle multiple tasks with resilience under pressure.
- Ownership: Take ownership of tasks and proactively drive initiatievs towards completion with minimal supervision.
Interpersonal Skills:
- Fluency in English (written and spoken) is essential for effective collaboration and customer engagement.
- Proficiency in French is considered a strong advantage.
Education: Bachelor’s degree in Telecommunications, Information Technology, or a related field.
Experience: A minimum of 4 years of hands-on experience in Microsoft Teams UC support and Business Talk voice services is required.
Certifications (Good to have) : CCNP Collab || CLCOR || CCIE Collab if a big plus. .
le plus de l'offre
- Global opportunities: Work in multi-national teams with the opportunity to collaborate with colleagues and customers from all over the world
- Flexible work environment: Flexible working hours and possibility to combine work from office and home (hybrid ways of working)
- Professional development: training programs and upskilling/re-skilling opportunities
- Career growth: Internal growth and mobility opportunities within Orange
- Caring and daring culture: health and well-being programs and benefits, diversity & inclusion initiatives, CSR and employee connect events
- Reward programs: Employee Referral Program, Change Maker Awards
entité
Global Delivery & Operations
Orange Business manages and integrates the complexity of international communications, freeing our customers to focus on the strategic initiatives that drive their business. Our extensive experience and knowledge in global communication solutions, together with our understanding of multinational business and local support in 166 countries and territories, ensure that our customers receive a consistent, global solution wherever they do business
contrat
CDI
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