Cisco Calabrio Engineer

Cisco Engineer Knowledge

• Required: Cisco Certified Network Professional (CCNP) Collaboration with up to date certification

• Required: Minimum 3 years work experience as Cisco engineer (design, build) for Cisco Unified Communications Manager 10 and higher

• Required: Advanced SIP knowledge (troubleshooting, manipulation of SIP messages through LUA scripts)

• Required: Experience with designing, building and upgrading a full blown CUCM environment (incl. SME and IMP)

 Create high level and low level design (documentation)
 Create migration and upgrade strategies (documentation)

• Knowledge of integration options such as

 JTAPI
 AXL-soap
 CDR

• Provide impact and risk analysis

• Required: Troubleshooting CUCM incidents (3rd line support for Operations)

• Required: QoS knowledge and troubleshooting

• Required: LUA script knowledge (for construction and troubleshooting normalization scripts)

• Pre: being able to interpret CDRs and CMRs

• Recommendation: Powershell knowledge (for the launch of the Cisco Jabber script)

• Recommendation: RedHat Linux knowledge

• Recommendation: vSphere knowledge since this is the virtual environment on which the CUCM environment runs

• Recommendation: AudioCodes knowledge since this is our SBC (out of scope, supported Voice and Video engineers but it is very useful for trouble shooting)

• Recommendation: Knowledge of the Rabobank organization and processes

Calabrio Engineer knowledge

• Required: Calabrio Certified Professional certified

• Required: Minimum 3 years work experience as Calabrio Engineer (design, build) for Calabrio ONE recording suite

• Required: Windows 2012/2016 knowledge

• Required: Experience with designing, building and upgrading a complete Calabrio environment

 Create/document high level and low level design
 Create/document migration and upgrade strategies (v10 to v11)
 Create/document impact and risk analyses

• Required: Advanced Calabrio troubleshooting

• Recommended: SQL knowledge for queries (in connection with large-scale changes via the Calabrio database)

• Required: Support Calabrio one integration using API (in our case, additional call data, import chat transcripts and import video chat recordings)