Unified Communications Administrator II - Infrastructure

About the role

This position is 100% remote within the Bank’s footprint. Employee will work full time remote outside of a WesBanco location (may occasionally attend in person meetings, although primary functions of the role are performed remotely).

Responsibilities

• Perform design, installation, support, and upgrade tasks related to the Cisco Unified Communications infrastructure.
• Assist various support tiers in the resolution of more complex incidents and problems.
• Compose usable documentation and reports for end users, technical peers and managers, and executives.
• Carry out supervisory responsibilities in accordance with the organization’s policies and applicable laws, including interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
• Serve as a point of contact on service issues related to the unified communications platforms and as point of escalation for Unified Communications Administrator I on relevant service issues.
• Execute daily monitoring checks on unified communications systems and endpoints to ensure optimal performance and uptime.
• Assist senior team members with optimization of platform configuration and design.
• Periodically review unified communications systems and endpoints to ensure proper security.
• Perform VoIP and network troubleshooting to isolate and diagnose systemic problems.
• Coordinate directly with telephony Service Providers on service issues.
• Collaborate with members of the Network, Systems, Database, and Security teams.
• Interface directly with users in problem determination and resolution.
• Submit Change Management requests for any scheduled maintenance activities.
• Create and update Service Desk tickets for all other work performed.
• Provide daily status updates to senior members as requested.
• Manage and maintain unified communications hardware and software to a current status.
• Compose technical documentation, diagrams, and procedures for users, peers, and management.
• Acquire and maintain proficiency in the bank’s policies and procedures, and adhere to all laws, rules and regulations applicable to conduct and work.
• Complete all assigned compliance training in a timely manner.

Requirements

• Hands‑on experience in Microsoft Teams Calling, including call routing, auto attendants, call queues, voice policies, and number management.
• Intermediate knowledge of networking protocols and concepts such as OSI model, sub-netting, routing, Access Lists, SNMP, HTTP, FTP, etc.
• Strong knowledge of common Voice over IP concepts and protocols such as SIP, H.323, RTP, Audio Codecs, Dial Plan, Call Control, etc.
• Proficient with common CUCM configurations such as device profiles, users, phones, hunt pilots, directory numbers, translation patterns, CTI Route Points, Regions, Locations, and Calling Search Spaces.
• Proficient with common Cisco Unity configurations such as users, system call handlers, greetings, caller input, schedules, and VM ports.
• Well versed with using Bulk Administration on all relevant platforms: CUCM, CUC, CER.
• Perform basic UCCX administration tasks such as creation of scripts, applications, users, skills, contact service queues, teams and resource groups.
• Demonstrate knowledge of dial plans and how to implement.
• Adept with essential monitoring tasks in Cisco RTMT like alert configuration and log retrieval.
• Experience troubleshooting Mobile Remote Access issues with Cisco Expressway and Jabber.
• Experience with user and device management inside WebEx Control Hub.
• Familiar with Cisco IOS voice gateway configurations.
• Versed in MS Visio or other network topology software packages.
• Experienced with using common network tools such as: TFTP/SFTP server, SSH Client, and Syslog.
• Relevant industry certification such as: CompTia Network+, Cisco CCNA, Cisco CCNP, Collaboration, DevNet Associate, and/or Cisco CCNP Enterprise.
• Willingness to spend cycles working through assignments and recognize when to seek out additional assistance.
• Willingness to respond to emergencies and work additional hours if needed.
• Ability to work under pressure.
• Professional demeanor in appearance, interpersonal relations, work ethic and attitude.
• Ability to work independently with minimum supervision.
• Proficient in Microsoft Office products.
• Ability to use banking systems software.

Qualifications

• Bachelor’s Degree in Computer Science or computer-related field with at least two years of hands-on experience supporting Cisco Networking, Cisco Unified Communications or other non-Cisco collaboration platforms or an equivalent combination of experience and education required.