Cisco Collaboration Engineer

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Job Description:

The Cisco Collaboration Engineer is responsible for the design, implementation, administration, sustainment, troubleshooting, and modernization of enterprise voice, video, unified communications, and collaboration services. The position requires a Cisco CCNP certification and a minimum of five+ years of hands-on experience supporting complex enterprise collaboration environments.

The engineer will provide Tier 2/Tier 3 technical support for Cisco Unified Communications, voice and video gateways, Session Border Controllers (SBCs), Cisco Expressway, Cisco Jabber, Cisco Webex, MeetingPlace, Windows Server platforms, next-generation firewalls, and AFRL V2CDS/XD Vision gateway technologies.

The successful candidate must possess strong troubleshooting and systems-integration skills and be capable of diagnosing issues across the application, server, security, voice/video, and network infrastructure. Experience with Cisco routing and switching technologies is highly desirable.

HOW A CISCO COLLABORATION ENGINEER WILL MAKE AN IMPACT

Cisco Unified Communications and Collaboration

• Design, configure, administer, maintain, and troubleshoot Cisco Unified Communications and collaboration environments.

• Support Cisco Unified Communications Manager (CUCM/Call Manager) clusters, endpoints, trunks, dial plans, route patterns, translation patterns, device pools, regions, locations, and media resources.

• Configure and troubleshoot SIP, RTP/SRTP, SCCP, H.323, and related voice and video protocols.

• Support Cisco Jabber voice, video, presence, messaging, and directory integrations.

• Administer and troubleshoot Cisco Webex and associated enterprise collaboration integrations.

• Support legacy or mission-required Cisco MeetingPlace services and their integration with the enterprise collaboration environment.

• Perform software upgrades, patching, certificate maintenance, configuration changes, and lifecycle management of collaboration infrastructure.

• Support voice and video endpoint registration, authentication, call routing, and media establishment.

• Analyze call failures, poor call quality, one-way audio, latency, jitter, packet loss, registration failures, and signaling problems.

Session Border Controllers

• Configure, maintain, and troubleshoot enterprise Session Border Controllers (SBCs) and associated SIP services.

• Support SIP trunking between internal collaboration systems, external service providers, partner organizations, and other enterprise environments.

• Configure and troubleshoot SIP normalization, dial-peer/routing policies, codec negotiation, media flows, NAT traversal, and encryption.

• Diagnose SIP signaling using packet captures, SIP traces, call-detail records, and platform-specific diagnostic tools.

• Coordinate troubleshooting with telecommunications carriers, vendors, cybersecurity teams, and external organizations.

Cisco Expressway Edge/Core

• Configure, administer, maintain, and troubleshoot Cisco Expressway-C and Expressway-E platforms.

• Support Mobile and Remote Access (MRA), business-to-business communications, traversal zones, SIP services, and secure remote collaboration.

• Configure and troubleshoot certificates, DNS, firewall traversal, NAT, TLS, and authentication dependencies.

• Troubleshoot Jabber and collaboration endpoint registration through Expressway infrastructure.

• Maintain secure communications between internal collaboration environments and external users or organizations.

Windows Server

• Provide administration and troubleshooting support for Microsoft Windows Server environments supporting collaboration services.

• Support Windows Server services including DNS, Active Directory integration, certificate services, service accounts, authentication, and application dependencies.

• Perform server patching, vulnerability remediation, security hardening, and configuration management.

• Troubleshoot operating-system, application, network, authentication, and certificate-related issues affecting collaboration services.

• Coordinate Windows Server changes with system administrators, cybersecurity personnel, and application owners.

Next Generation Firewalls and Security

• Configure and troubleshoot Cisco next-generation firewall policies supporting voice, video, collaboration, and remote-access communications.

• Analyze firewall rules, NAT, ACLs, routing, inspection policies, and application/security policies affecting collaboration services.

• Troubleshoot signaling and media flows through security boundaries.

• Coordinate firewall changes with cybersecurity and network security teams.

• Support secure TLS/SRTP communications and certificate-based authentication.

• Assist with vulnerability remediation, security compliance, software upgrades, and security-hardening activities affecting collaboration infrastructure.

V2CDS and XD Vision Gateways

• Configure, maintain, integrate, and troubleshoot V2CDS and XD Vision gateway technologies supporting enterprise or mission collaboration requirements.

• Support secure voice and video communications across interconnected security or network boundaries.

• Diagnose connectivity, signaling, media, routing, policy, certificate, and interoperability problems associated with gateway services.

• Coordinate gateway configuration and troubleshooting with cybersecurity, cross-domain, network, voice/video, and external support organizations.

• Maintain system documentation, configuration baselines, interface requirements, and operational procedures for gateway services.

Network Integration

• Troubleshoot network connectivity affecting voice, video, and collaboration services.

• Analyze TCP/IP, UDP, SIP, RTP/SRTP, DNS, DHCP, NAT, QoS, VLAN, routing, switching, and firewall behavior.

• Work closely with network engineering teams to troubleshoot end-to-end collaboration service performance.

• Use packet captures and network monitoring tools to isolate signaling, media, application, server, and transport-layer problems.

• Support QoS requirements for enterprise voice and video traffic.

Experience with Cisco routing and switching is a strong plus, particularly:

• Cisco Catalyst and Nexus switching, VLANs and 802.1Q trunking, Spanning Tree, EtherChannel, OSPF, BGP, Static routing, HSRP/VRRP, QoS, Multicast, ACLs, Cisco IOS/IOS XE, and Network segmentation.

Operation and Maintenance Responsibilities

• Provide Tier 2/Tier 3 operational support for enterprise collaboration services.

• Monitor availability, capacity, performance, and health of voice and video systems.

• Respond to service incidents, outages, degradations, and cybersecurity events.

• Perform root-cause analysis for recurring technical issues.

• Develop corrective actions to improve service reliability and availability.

• Participate in configuration and change management processes.

• Develop implementation, test, rollback, and validation procedures for production changes.

• Maintain accurate system diagrams, configurations, inventories, SOPs, troubleshooting guides, and knowledge-base documentation.

• Support scheduled maintenance activities and authorized service interruptions.

• Participate in technology refresh, modernization, migration, and lifecycle-management projects.

• Coordinate with vendors and Cisco TAC on complex technical issues.

• Provide technical guidance and mentoring to junior engineers and operations personnel.

Required Qualifications

• Cisco CCNP certification, preferably with a Collaboration focus or equivalent demonstrated collaboration expertise.

• 5+ years of hands-on experience supporting enterprise Cisco voice, video, unified communications, and collaboration technologies.

• 5+ years of experience with Microsoft Windows Server or Windows-based infrastructure supporting enterprise applications.

• Strong experience with Cisco Unified Communications Manager.

• Experience supporting Cisco Expressway-C/Expressway-E.

• Experience supporting Cisco Jabber.

• Experience with Cisco Webex.

• Experience supporting Session Border Controllers and SIP trunking.

• Experience supporting enterprise voice/video gateways.

• Experience with Cisco next-generation firewall technologies.

• Experience supporting or integrating V2CDS and/or XD Vision gateway technologies.

• Strong understanding of SIP, RTP/SRTP, TCP/IP, TLS, DNS, NAT, QoS, and certificate-based communications.

• Experience analyzing packet captures and troubleshooting complex end-to-end communications.

• Experience supporting high-availability enterprise production environments.

• Strong technical documentation and communication skills.

Desired Qualifications

• Cisco routing and switching experience.

• Cisco Catalyst and/or Nexus experience.

• Experience with Cisco Firepower/Secure Firewall.

• Experience with enterprise PKI and certificate management.

• Experience with Active Directory, DNS, and authentication services.

• Experience with network and application performance-monitoring platforms.

• Experience with deployment and management of Cisco Jabber services.

• Experience supporting cross-domain or multi-security-domain voice/video environments.

• Experience with Zero Trust architectures and identity-based access controls.

• Experience supporting highly available, mission-critical, or 24×7 enterprise environments.

• Experience working with cybersecurity teams on vulnerability remediation, security hardening, and compliance requirements.

Documentation

• Maintain accurate network diagrams, IP addressing information, equipment inventories, port assignments, circuit information, configuration standards, troubleshooting procedures, SOPs, and knowledge-base articles.

• Document recurring problems and develop troubleshooting procedures that enable Tier 1 personnel to resolve common issues without unnecessary escalation.

• Maintain accurate ticket and incident documentation, including symptoms, troubleshooting performed, corrective actions, root cause, and resolution.

Project & Engineering Support

• Support Tier 3 engineers and project teams with unified communications upgrades, migrations, deployments, technology refreshes, and modernization initiatives.

• Assist with equipment staging, configuration, testing, installation, cutover, validation, and operational turnover.

• Participate in site surveys and assess network infrastructure, rack space, power, cabling, connectivity, capacity, and technical dependencies.

• Participate in technical exchange meetings, engineering reviews, change boards, project meetings, and operational readiness reviews.

WHAT YOU’LL NEED TO SUCCEED:

• Required Technical Skills: Applicable DoW 8140 or DoW 8570 Certification 

• Security Clearance Level: TS/SCI 

• Required Skills and Abilities:  

  • Strong communication skills.

  • Eagerness to learn new technologies and take on additional responsibilities over time.

  • In-depth knowledge of TCP/IP, LAN/WAN technologies, network protocols, and network hardware.

  • Strong analytical skills with a focus on troubleshooting and diagnosing network issues

  • Ability to communicate technical issues clearly and professionally with non-technical staff.

  • Respond to escalated user inquiries and issues related to network connectivity, performing basic diagnostics, and escalating more complex issues as needed.

  • Work closely with peers, and other departments to ensure seamless network operations and assist with ongoing projects/tasks.

  • Ability to work weekends and evening hours as needed.

Preferred Skills

• Cisco Certified Network Professional (CCNP Collaboration)

• Cisco Certified Network Professional (CCNP Enterprise) – desirable

• Experience with USCENTCOM and familiarity with its mission. 

• Knowledge and familiarity with USCENTCOM’s IT environment.

• Location: Onsite-Tampa, FL 

• US Citizenship Required  

 
GDIT is your place

• 401K with company match. 

• Comprehensive health and wellness packages.

• Internal mobility team dedicated to helping you own your career.

• Professional growth opportunities including paid education and certifications. 

• Cutting-edge technology you can learn from.

• Rest and recharge with paid vacation and holidays. 

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