Senior Unified Communication Operations Engineer
6 days ago
Chubb Mandaluyong, National Capital Region, Philippines
The Global Collaboration Services team at Chubb, part of the End User Services organization, manages corporate and contact center voice, video, and web conferencing operations globally, focusing on delivering low-cost, reliable, and secure solutions. Serving over 50 countries, the team prioritizes enhancing the end user experience through technological advancements, process improvements, and strengthened stakeholder partnerships.
Responsibilities:
- Lead project teams as subject matter expert for the implementation of UC and Contact Center solutions
- Deploy/migrate sites and solutions and consolidate distributed telephony technologies to our global platforms including configuration of gateways
- Interface with business partners for requirements gathering and implementation of call flow modifications (CUCM, CVP and future cloud platforms)
- Provide escalation support for L2 operations team
- Create operational documentation of new solutions
- Assist in managing vendor partners to ensure SLA's are being met
Qualifications:
- Willing to work NA hours (night shift) with 5+ years of relevant experience in UC and/or Contact Center environments (SBC, Dial-plan, ACD, IVR, WFM).
- Proficient in UC and Contact Center design patterns and solutions using Cisco, Nice inContact, Genesys, and Microsoft technologies.
- Experienced in deploying and supporting leading collaboration/contact center solutions, including Nice inContact, CUCM, UCCE, and WebEx Calling.
- Strong technical troubleshooting skills in complex environments, including 3rd party integrated solutions and familiarity with SIP trunking and TDM solutions.
- Knowledgeable in network infrastructure (QoS, routing, DHCP, DNS) and security measures for implementing collaboration services (firewall, VPN, encryption).
- Excellent communication and documentation skills, capable of interfacing with business users and executives, and collaborating effectively within a distributed global team.
- Day 1 HMO + 2 dependents upon regularization
- Hybrid set up
Mid-Senior level
Employment typeFull-time
Job functionInformation Technology
IndustriesInsurance
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