Track Lead - Cisco Unified Communications

Job Summary

The Track Lead for Support & Operations plays a critical role in managing operational efficiency and driving continuous improvement within the team. This position emphasizes problem-solving, adherence to client SLAs, and the empowerment of team members through effective leadership and communication. The Track Lead ensures that the support team meets client expectations while fostering a culture of innovation and excellence.

Key Responsibilities

1. Enhance Operational Efficiency By Implementing And Optimizing On-Premise Cisco Collaboration Systems, Ensuring Accurate Management Reporting And Streamlined Information Flow.

2. Analyze Client Requirements And Ensure The Support Team Effectively Utilizes On-Premise Cisco Collaboration Tools To Meet And Exceed Client Expectations.

3. Lead And Mentor The Project Team, Fostering Transparent Communication Regarding Project Goals And Leveraging On-Premise Cisco Collaboration Technologies To Achieve Them.

4. Drive Innovation In Process Development By Proposing New Ideas And Improvements Related To On-Premise Cisco Collaboration Solutions, Contributing To Overall Organizational Progress.

5. Provide Tailored Solutions Using On-Premise Cisco Collaboration Capabilities That Align With Customer Needs, Ultimately Leading To Enhanced Business Outcomes.

Skill Requirements

1. Proficient In On-Premise Cisco Collaboration Technologies.

2. Strong Problem-Solving Skills And The Ability To Analyze Client Requirements Effectively.

3. Excellent Leadership And Mentoring Abilities, With A Focus On Team Empowerment.

4. Solid Understanding Of Operational Management Principles And Continuous Improvement Methodologies.

5. Optional But Valuable: Cisco Certified Network Associate (Ccna) Collaboration.

6. Optional But Valuable: Cisco Certified Network Professional (Ccnp) Collaboration

Other Requirements

International Voice Network (IVN) Telephony & Infrastructure Support Proposed Start Date: July 2026 Vendor: Bidder Client: Verizon Objective & Scope of Work The Client is seeking a vendor to act as a core technical extension of the GNC International Voice Network (IVN) team. The Vendor will provide specialized Tier 3 engineering support, handling 50% of the engineering capacity for the installation, commissioning, management, and support of the physical and virtual infrastructure in Europe. 2. Technical Requirements The Vendor must provide engineering resources capable of supporting environments from the data center oor to the application layer. Required expertise includes:

• Contact Center & Unified Communications: Tier 3 support, end-to-end installation, upgrades, and maintenance for Cisco UCCE, Cisco Unified Communications Manager (CUCM Admin 17, 18), and legacy Avaya Communication Manager (CM) environments.
• Edge Security: Management, installation, and upgrades of Oracle Session Border Controllers (SBCs) in High-Availability (HA) configurations, as well as Oracle Session Managers.
• Virtualization Infrastructure: Oversight, upgrades, and maintenance of VMware v Sphere and ESXi host environments within Global IDN Data Centers.
• Physical Data Center Operations: Development of design requirements for infrastructure deployments, focusing on rack layouts, power supplies, and connectivity specifications. 3. Geographic & On-Site Coverage The Vendor must be capable of delivering remote global support while maintaining strict "boots on the ground" on-site hardware response for regional compliance.
• Global Remote/Logical Support: 1 ○ Oracle SBCs: Frankfurt, Zurich, Tokyo, and Sydney. International Voice Network (IVN) Telephony & Infrastructure Support ○ Cisco/Avaya & Virtualization: Across EMEA and APAC regions.

Mandatory On-Site Coverage:

• Primary Admin & Data Center Hubs: Frankfurt, Hilden, Dortmund, Hamburg, and Munich.
• Additional PABX On-Site Maintenance Sites: Berlin, Stuttgart, and Vienna. 4. Key Deliverables & Responsibilities The Vendor will be responsible for the following ongoing operations:
• Advanced Incident Response: Tier 3 diagnosis and resolution for complex outages, customer issues, and integrations with the VZ Enterprise Center.
• Infrastructure Lifecycle & Deployment: Configure new infrastructure with baseline setups, oversee hardware installations, and transition configurations to application teams.
• PABX Maintenance: Perform on-site maintenance, including physical moves, adds, and changes (MACs) on the PABX infrastructure.
• Documentation & Knowledge Management: Maintain accurate, up-to-date technical documentation and configuration histories (specifically for the Frankfurt and Zurich data centers) to facilitate quicker troubleshooting and reduce resolution times.
• Local Logistics: Collaborate with local experts and third-party contractors to facilitate site preparations, and manage local hardware stock in Germany. 5. Required Skillsets & Qualifications The Vendor must provide Tier 3 Senior Engineers who possess a "Full Stack" (or "Unicorn") capability. The required technical skillsets include:
• Unified Communications & Contact Center: Tier 3 installation, upgrade, and maintenance experience with Cisco UCCE Clusters, CUCM Admin 17/18, and legacy Avaya CM environments.
• Edge Security & VoIP Routing: Deep expertise in the installation and High-Availability (HA) configuration of Oracle SBCs and Oracle Session International Voice Network (IVN) Telephony & Infrastructure Support Managers.
• Virtualization & Systems Administration: Comprehensive exper