Unified Communications Engineer III

Job Category: Information Technology

Time Type: Full time

Minimum Clearance Required to Start: Public Trust

Employee Type: Regular

Percentage of Travel Required: None

Type of Travel: None

The Opportunity:

CACI is seeking an Unified Communications Engineer III to join our technical operations and management team on a contract supporting Department of Homeland Security. The UC Engineer III is primarily focused on the UC systems operations, maintenance and administration and responding to incident escalation for a 24/7/365 environment. They will quickly identify issues impacting the enterprise, troubleshoot, resolve incidents, document for root cause analysis, complete requests, and maintain enterprise servers.

Hybrid! - 2 days onsite and 3 days remote!

Responsibilities:

• Serve as a Technical Operations member responsible for troubleshooting and maintenance.

• Manage, troubleshoot, and maintain Unified Communications and VoIP systems (Cisco CM, CMS, VTC and Microsoft Teams).

• Ensure compliance of current security policies and remediations.

• Apply modern configuration management practices to endpoint management.

• Proactively monitor and measure systems performance to detect trends and catch problems before users are impacted.

• Respond to systems alerts, triage, troubleshoot, and resolve incidents.

• Work closely with other support teams to ensure incident events are handled in a timely manner.

• Handle incoming technical escalations from Service Desk, Network Operations Security Center, Tier II, and other support teams.

• Document, track, and coordinate incidents in ServiceNow.

• Join troubleshooting bridge calls for major incidents.

• Perform patching, updates, upgrades, refreshes, and other maintenance activities.

• Communicate directly with end-users as necessary, to resolve issues and complete requests.

• Assist with postmortem related activities and support various efforts related to operational improvements.

• Based on recommendations from management, implement new and improved processes, change processes, perform new tasks, create reports, and address ad-hoc requests.

• Contribute to documentation in the Knowledge Base, Standard Operating Procedures (SOP), work instructions, and job aids.

• Continuously cross-train to also support other technical tasks and responsibilities.

• Conduct knowledge-sharing sessions with more junior members of the team.

• Perform additional duties as assigned.

Qualifications:

Required:

• Ability to obtain Department of Homeland Security (DHS) Entry On Duty (EOD) - Active EOD preferred.

• BA/BS + 9 years of applicable experience.

• Expert hands-on experience with products: Cisco Unified Call Manager (CUCM), Cisco Meeting Server (CMS), Cisco Telepresence Management Suite (TMS), Cisco Expressway(s) (Core & Edge), Cisco Unified Border Element (CUBE) routers, Secure Voice Gateways, ISDN Gateways and Analog Voice gateways, Cisco VoIP, Webex, Video Teleconferenc, and Microsoft Teams.

• Expert experience working with Cisco Emergency Responder (CER), Cisco Unity Connection (CUC), Cisco Presence Server (IM&P) and Cisco Unified Contact Center Express (UCCX).

• Expert knowledge in UC and how it works in a collaborative environment over switching, routing, firewall, balancers, cloud, MPLS, QoS and WAN technologies, along with the ability to document this using Visio and office documentation processes.

• Experience with implementing, troubleshooting, and maintaining UC related technologies, such as telephony/voice mail, video streaming, video teleconferencing, enterprise web conferencing, SIP Trunking, Instant Messaging, Chat, and Presence, digital signage, E-Fax, Space Management Reservation System, and Call Center.

• Experience and understanding of dialing protocols to include H.323, E.164, and SIP.

• ITIL 4 Foundation certification (not required to start but expected to attain in first six months).

• Flexibility to work MON – FRI, 6am – 2pm or 10am – 6pm.

• Work on-call rotation to respond to incident escalations and outages including weekends.

• Experience using Service Now service management software (or similar tool) to document incidents and service requests.

Desired:

• Previous DHS or DoD experience.

• CCIE, CCNP Collaboration on Telepresence/Video.

• ITIL 4 Foundation.

• Familiarity of NIST security guidelines, such as 800-53 and 800-63, and good understanding of security fundamentals, as well as authentication with OAuth, SAML etc.

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What You Can Expect:

A culture of integrity.

At CACI, we place character and innovation at the center of everything we do. As a valued team member, you’ll be part of a high-performing group dedicated to our customer’s missions and driven by a higher purpose – to ensure the safety of our nation.

An environment of trust.

CACI takes pride in fostering a diverse and accessible culture where every individual feels supported to chart their own path. You’ll have the autonomy to take the time you need through a unique flexible time off benefit and have access to robust learning resources to make your ambitions a reality.

A focus on continuous growth.

Together, we will advance our nation's most critical missions, build on our lengthy track record of business success, and find opportunities to break new ground — in your career and in our legacy.

Your potential is limitless. So is ours.

Learn more about CACI here. (https://careers.caci.com/global/en/life-at-caci)

Pay Range : There are a host of factors that can influence final salary including, but not limited to, geographic location, Federal Government contract labor categories and contract wage rates, relevant prior work experience, specific skills and competencies, education, and certifications. Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives. We offer competitive compensation, benefits and learning and development opportunities. Our broad and competitive mix of benefits options is designed to support and protect employees and their families. At CACI, you will receive comprehensive benefits such as; healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits. Learn more here (https://careers.caci.com/global/en/employee-benefits) .

The proposed salary range for this position is:

$109,800 - $241,600

CACI is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, age, national origin, disability, status as a protected veteran, or any other protected characteristic.