Senior Engineer, IT
Job Purpose
Intercontinental Exchange, Inc. (ICE) is a leading operator of global exchanges, clearing houses, data, and listings services. We connect businesses around the world to unique opportunities in markets that drive the global economy. We are a diverse and inclusive company that values innovation, collaboration, and excellence. ICE team members work across departments and traditional boundaries to innovate and respond to industry demand. A successful candidate will be able to multitask in a dynamic team-based environment demonstrating strong problem-solving and decision-making abilities and the highest degree of professionalism.
We are seeking a highly motivated individual to join our team as part of the Enterprise Collaboration department. The candidate will provide comprehensive support and maintenance of video and telephone systems, ensuring seamless communication across various platforms using both on-prem and cloud solutions.
Responsibilities
- Provide day-to-day tier 1/2/3 support
- Provide after hours on-call support
- Plan, test, and implement upgrades and fixes to all UC Systems platforms including on-prem and cloud solutions
- Work with telephone providers to provision new voice circuits
- Work with other internal teams and external vendors to diagnose and troubleshoot circuit, network, and application issues
- Administer and manage all on-prem and cloud systems (Cisco UC systems and voice gateways, Teams Phone and SBC, Amazon Connect, Zoom, WebEx, RedBox, RedSky, Akkadian, Variphy, Ascom DECT phone, ClearIP, NYSE NY and SFO trading network and turrets)
- Document and effectively publish how-to, installation, and troubleshooting guides
- Handle system upgrade and patching
- Maintain and stay update-to-date on technology and system documentation
- Manage Team ticket queue and SLA requirements
- Stay up to date with the team supported technologies
- Continuously evaluate technologies and process for enhancement and improvement
- Manage internal training and cross training
- Work with the Project Manager to allocate team resources for project delivery
Knowledge and Experience
- 7+ years exposure in a medium to large sized organization supporting a Cisco UC and MS Teams environment
- Proficient knowledge of Cisco Communications Manager and Unity Connection
- Proficient knowledge of Cisco Contact Center Express and Cisco Contact Center Enterprise
- Proficient knowledge in configuring Cisco voice gateway from the ground up including implementation and troubleshooting MGCP/SIP/CUBE deployments
- Proficiency in Microsoft Teams voice and SBC
- Proficient knowledge in Supporting Zoom conferencing solutions
- Knowledge of trading turrets, Cloud9, BT and IPC
- Good knowledge of PowerShell and Python scripting
- Knowledgeable on how to obtain logs and perform debugs when required
- Good knowledge of circuit provisioning including ISDN/E1/T1 and SIP circuits
- Proficient Knowledge and understanding of VoIP, RTP, SIP, MGCP and H.323, and call flow
- Proficient knowledge in configuring CUCM CSS, partitions, call routing and dial plan implementations
- Good knowledge of Cisco UCS - B/ C series including ESX 5.0 or newer - (server build, configuration, and administration)
- Good knowledge of monitoring and reporting the overall IPT infrastructure; experience with SNMP monitoring/analytics and CDR record management is a plus
- Excellent time management skills with the ability to prioritize and handle multiple tasks and projects with little supervision
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