Cognizant
Unified Communication Engineer
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Unified Communication Engineer Opportunity
This is an excellent opportunity for Unified Communication Engineer professionals to be part of leading-edge technology projects. Cognizant’s Cloud, Infrastructure & Security Services Practice provides end-to-end solutions covering architecture, design, implementation, management, and on-going support across the entire enterprise technology infrastructure. Our services include a spectrum of management, consulting, and systems integration services to help our clients maximize value in their infrastructure resources, while optimizing infrastructure performance and cost.
Responsibilities
- Provide L3/L4 technical support for Unified Communications (UC) and Audio-Visual (AV) environments.
- Troubleshoot and resolve complex incidents related to AV systems, conferencing solutions, and collaboration technologies before escalation.
- Ensure all incidents are resolved within SLA and maintain high standards of ticket quality and documentation.
- Perform root cause analysis (RCA) and implement permanent fixes to prevent recurring issues.
- Support, configure, and troubleshoot audio and video routing, HDMI, HDCP, EDID, matrix switchers, displays, projectors, microphones, speakers, amplifiers, and AV control systems.
- Diagnose and resolve issues related to AV over IP, Digital Signal Processing (DSP), and enterprise conferencing technologies.
- Support and maintain Microsoft Teams Rooms, Zoom Rooms, Cisco Webex, Logitech Rally, Poly Studio, Crestron, Extron, and similar collaboration platforms.
- Coordinate with OEM vendors for hardware replacement, RMAs, firmware upgrades, and technical escalations.
- Collaborate with Network, Infrastructure, Security, and End User Computing teams to resolve cross-functional issues.
- Create and maintain technical documentation, knowledge base articles, and standard operating procedures.
- Participate in system upgrades, preventive maintenance, and infrastructure improvement initiatives.
- Ensure optimal performance, availability, and reliability of enterprise AV and UC environments.
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Required Skills
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- Strong experience in Unified Communications (UC) and Audio-Visual (AV) support.
- Hands-on experience with AV Control Systems, Audio & Video Routing, HDMI, HDCP, EDID, Matrix Switchers, AV over IP, and Digital Signal Processing (DSP).
- Experience with Microsoft Teams Rooms, Zoom Rooms, Cisco Webex, Logitech Rally, Poly Studio, Crestron, Extron, Biamp, Shure, and QSC technologies.
- Good understanding of networking concepts including TCP/IP, DNS, DHCP, VLANs, subnetting, HTTP/HTTPS, SSH, FTP, and Telnet.
- Knowledge of routers, switches, firewalls, and IP-based networking fundamentals.
- Experience troubleshooting displays, projectors, codecs, microphones, speakers, amplifiers, conferencing devices, and AV peripherals.
- Familiarity with Windows operating systems and basic Linux administration.
- Ability to interpret technical schematics and perform advanced hardware and software troubleshooting.
- Experience coordinating with OEMs and third-party vendors for support and hardware lifecycle management.
- Strong analytical, problem-solving, communication, and documentation skills.
- Ability to work in a fast-paced enterprise support environment and manage multiple priorities effectively.
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