Oracle Senior Unified Communications Engineer in Singapore, Singapore
Senior Unified Communications Engineer
The Global IT Unified Communications & Collaboration Operations team provide the following services to Oracle employees:
Telephony support on Cisco Spark, desk phones and Jabber
Audio Conferencing services provided by InterCall
WebEx Web Conferencing & media streaming
OTube & Digital signage
We are looking for an experienced Unified Communications Engineer with particular experience on Session Border Controllers, MRA, Cisco Spark, Cisco Spark Hybrid. Cisco Jabber or related softphone/threaded media technology. The successful candidate will be the operational SME for Session Border Controllers and Spark.
Subject matter expert for Session Border Controllers
Subject matter expert for Cisco Spark and Cisco Spark Hybrid
Stakeholder for new service offerings, work closely with business relationship managers to ensure full awareness, marketing and satisfaction of soft phone services
Subject matter expert to all LOBs and internal IT teams on soft phone services
Supporting, Upgrade, troubleshooting, problem isolation and deploying Cisco Unified Communications Manager, SME, Endpoints and Video Infrastructure and Video Endpoints. In particular the latest soft clients.
Support of outsourced Audio and Web Conferencing services
Perform maintenance & problem isolation on UC network infrastructure.
Responsible for Real Estate project implementations
Enhance customer experience of soft phone services to all Oracle employees
Ensure end user facing knowledge, written documentation and videos are current and effective.
Provide documented support information for the UCC team and other Global IT support staff
Communications to users of new features and upgrades
Regular communications with design team to track bugs, new offerings and user challenges
Monitor overall quality of the service using various monitoring solutions
Develop partnerships with Telco providers in the JAPAC region, Explore Sip option and support/review JAPAC Telco contracts.
Provide monthly reports on the services including consumption and quality
Degree in electrical/electronic engineering, computer/communications engineering or related discipline preferred.
Prior experience (8-10 years) working as a Voice Support/Specialist/Engineer.
Customer focused and have outstanding customer relationship skills
Excellent written and spoken English communication skills
Ability to think laterally and constructively question established process
Proven ability in developing client relationships and internal cross functional team working relationships
Ability to work in a diverse global team
Leadership and interpersonal skills
Experience administrating, supporting, troubleshooting, problem isolation and deploying Session Border Controllers
Experience supporting, troubleshooting, problem isolation and deploying Cisco Call Manager and soft phone services
Cisco Unified Call Manager Clusters (version 11.x , later versions a plus)
SIP, H323 and MGCP voice protocol configuration experience.
Experience with WAN (MPLS/VRF), Routing Protocols BGP, EIGRP, Wi-Fi, DHCP/DNS.
Experience configuring QoS on both WAN and LAN.
Experience supporting routing and LAN/WAN knowledge including BGP/OSPF/EIGRP, MPLS/VRF and QoS.
Experience supporting a Global Voice WAN.
Experience with isolating and resolving complex problems utilizing appropriate diagnostic tools.
Experience working with Global Carriers, tracking and/or escalating to meet vendor SLAs.
Self-Starter with demonstrated experience of supporting large VoIP LAN/WAN environments.
Cisco Certifications are a plus
Knowing Chinese language is a plus
Detailed Description and Job Requirements
As part of the Network Services team within Oracle's Global Information Technology organization, you will be responsible for the delivery of IT services to Oracle's businesses worldwide, these services include the management and delivery of network infrastructure.
Maintain records of equipment failure and liaise with engineers and suppliers as necessary. Escalate client problems according to established procedures. Manage the network using network management tools, analyze network performance and recommend network enhancements. Analyze network performance to ensure adequate bandwidth for business needs. Recommend enhancements to the network infrastructure, and with management agreement enhance proactive network management tool set. Troubleshoot network problems on the campus network, remote locations and country wide area network though to resolution. Perform Project Engineering including specification definition, design of solution in compliance with corporate standards, implementation, testing through to production. Respond to monitor alarms to identify the root cause of an outage and coordinate the corrective action in a timely fashion. Provide on-call support services as needed and provide assistance to others.
Job duties are varied and complex, needing independent judgment. May have project lead role. 5 years relevant work experience and degree/diploma in computer science or IT discipline.
Job: Information Technology
Job Type: Regular Employee Hire