Lead IT Infrastructure Engineer

We are seeking a Unified Communications Engineer to support Staples’ Cisco CUCM and UCCE environments. This role is primarily responsible for providing Tier 2/3 support across all Unified Communications infrastructure serving a global workforce, including voice, fax, and contact center platforms. The engineer will monitor and respond to system alerts, perform in depth troubleshooting, resolve issues when possible, and escalate to senior team members as needed. This role will also assist with upgrades, implementations, and ongoing support of the following technologies: Cisco Call Manager (CUCM) Cisco Contact Center Enterprise (UCCE) Centralized faxing solutions Paging systems This position requires strong technical expertise, solid problem solving skills, and the ability to operate in a fast paced, enterprise environment. Management

Responsibilities Mentor and support less experienced engineers and technicians. Provide guidance and assign tasks to team members, ensuring high performance and adherence to quality standards.

Requirements Basic

Qualifications Candidate should have exposure in handling and communicating with global clients Excellent written and verbal communications skills Experience working within large and complex technical environments Exceptional customer support skills Minimum 6 years working experience configuring and troubleshooting with Cisco Call Manager (Version 12.6 or above), Cisco Unity Connection, Cisco voice gateways and LAN /WAN environments. Experience with voice and data services, including hardware and software systems; and diagnostic and trouble shooting skills in VoIP, telephony, voice network, WAN, LAN, QOS, MPLS, and SIP

Preferred

Qualifications Experience with Cisco Contact Center Enterprise (UCCE)