Primary Roles & Responsibilities: + Manage, support, and troubleshoot Cisco Unified Communications products including Unified Communications Manager(CUCM), Unity Connection(CUC), IM & Presence(IMP), Contact Center Express(UCCX), and Expressway Clusters. + Strong understanding and knowledge of Cisco voice gateways, CUBE, and other SBC's. + Strong understanding and knowledge of voice protocols such as SIP, MGCP, SSCP, H.323, RTP, and RTCP + Strong understanding and knowledge of networking concepts such as TCP/IP, DNS, DHCP, and TFTP + Proficiency with monitoring and troubleshooting tools like RTMT, Dialed Number Analyzer, Packet Capture tools etc. + Knowledge of UCCX Scripting will be considered as an added advantage. + Manage Tickets, incident, problem, change & development requests via ITSM + Learn to understand the customer environment (technical and political) and when to escalate. + Participate in the modification and continual improvement of the both the professional services project documentation and related processes. + Assist remote technicians in troubleshooting whenever required. + Work with Vendors and Telco's whenever required. + Continuously develop and enhance knowledge, skills and abilities through various learning channels to expand technical and non-technical capabilities. Ensure further expansion of skill-set in the products & services that Black Box supports. + Actively and consistently recommend and support all efforts to improve, simplify, automate and enhance day to day service delivery operations and the client experience. + Perform other duties as assigned