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Georgia Systems Operations Cisco Unified Communications Analyst (Level I - IV) in Tucker, Georgia

Cisco Unified Communications Analyst (Level I - IV)

Title: Cisco Unified Communications Analyst (Level I - IV)

Employment Duration: Full time

Location: GSOC Headquarters: Tucker, GA

City: Tucker

State: GA


Maintaining a currency in voice and unified communications technologies, the Unified Communications (UC) Analysts are responsible for the designing, building and administration of the Cisco Unified Communications Manager environment.

Responsibilities also include administration, maintenance and support of other unified communications solutions, including video conferencing, web conferencing, and instant messaging. This resource is responsible for system upgrades, software programming and system maintenance, configure of voice gateways and other hardware related to the system, and troubleshooting issues with the IP Telephony system. The role involves significant interaction with outside vendors and end users.

This position performs all configuration related tasks through a ticketed change management process to ensure proper approval and accurate documentation of changes are captured. This position includes 24/7 support requiring that the individual be available after hours as needed. Compliance with all applicable laws, regulations, industry standards, corporate policies, guidelines, and procedures, including but not limited to, RUS, OSHA, NERC, FERC and ITS requirements is also required. Must be willing to participate in an environment of compliance and continuous improvement to meet the Corporation’s goals and objectives.

Job Duties:

All Positions:

  • Monitor and resolve real time UC related issues for by providing technical support for current system and related network components, referring service issues to vendors and developing outage reports when necessary.

  • Monitor/respond to ticketing system request related to Cisco Unified Communications Manager (CUCM) MACD (moves, adds, changes, delete) requests, including Cisco Jabber.

  • Implement projects for unified communications systems, including understanding needs for the system, designing the system and implementing best practices for unified communications deployments;

  • Perform system upgrades (hardware and software) and provide afterhours support for UC issue and maintenance as needed. Maintain currency in UC communications technology, recommending improvements where appropriate.

  • Design, configure and implement integration between the unified communications systems and other Enterprise systems (e-mail, wireless, ticketing etc.), interfacing with other technical teams as appropriate

  • Work with the unified communications service vendors and other corporate teams/departments to ensure appropriate monitoring, maintenance, and troubleshooting of components supporting the voice network and applications

  • Developing, documenting, and communicating unified communications policies for process improvement, systems integration, disaster recovery, mobile devices, voice services, accessories, voice mail, etc.

  • Research and recommend new and cost effective products, systems and services to increase corporate productivity

    Analyst I, II

  • Support for the above duties focusing infrastructure monitoring low to mid-level troubleshooting and system configurations changes, user MACDs requests, and providing basic system administration.

    Analyst IV, III

  • Provide engineering level support for the above duties focusing on leading projects and mid to high level troubleshooting and maintenance efforts as the subject matter expert

  • Mentor and support less experienced UC Analysts and other staff

    Required Qualifications:

    Education: Bachelor's degree in Telecommunications, Engineering, Computer Science, Electronics, or related field.


    System Experience: Experience working with Voice over IP (VoIP) technical infrastructure, supporting Cisco Unified Communications Manager, Cisco Unity Connect, Cisco IM and Presence, Cisco Jabber(for Window and iOS devices), and voice gateways.

    Networking Experience: SIP routing and Voice over IP (VoIP) protocols. Understanding of networking technologies and protocols including TCP/IP, LAN/WAN, QoS, multicast, firewalls, security, certificates, and encryption. Virtual server environments (VMware), routers, and switches and other voice/data devices.

  • Analyst I :

  • 0-3 years of the System Experience above. This is an entry level position.

  • Basic level of Network Experience above.

  • Analyst II:

  • 3+ years of System Experience above.

  • Solid level of Networking Experience above.

  • Experience in troubleshooting low to mid-level issues involving the above equipment and applications.

  • Analyst III:

  • 5+ years of System Experience above.

  • Advance level of Network Experience above.

  • Strong experience troubleshooting complex issues involving the above equipment and applications.

    • Senior Analyst:
  • 8+ years of System Experience above.

  • Advance level of Network Experience above.

  • Strong experience troubleshooting complex issues involving the above equipment and applications.

    Equivalent Experience:

  • Analyst I : 3-4 years of the above experience.

  • Analyst II: 7+ years of the above experience.

  • Analyst III: 9+ years of the above experience.

  • Senior Analyst: 10 years of the above experience.

    Licenses, Certifications and/or Registrations: Driver’s License. Must obtain and maintain Bulk Electric System Cyber Authorized Status as defined in GSOC's CIP Cyber Security Policy 301 and NERC Reliability Standard CIP 004 - Personnel Risk Assessment.

    Specialized Skills: Computer literate - proficient in the use of remote access software, MS/Word, Excel, Access, and PowerPoint. Good analytical and problem solving skills. Great communication and interpersonal skills.

Georgia System Operations Corporation is an Equal Employment Opportunity Employer, including veterans and disabled. We are a drug-free workplace. All applicants are subject to substance abuse testing.