Responsibilities:

1. Defining Configuration Specifications and Business Analysis Requirements:

o Collaborate with stakeholders to understand collaboration technology needs.

o Define configuration specifications collaboration systems.

o Gather business analysis requirements to align solutions with organizational goals.

1. System Management and Optimization:

o Configuration, maintenance, and optimization of collaboration systems.

o Plan and execute MAC requests related to collaboration systems.

1. Quality Assurance:

o Perform quality assurance checks on collaboration systems and processes.

o Ensure collaboration systems meet performance standards and user expectations.

1. Technical Troubleshooting:

o Investigate, troubleshoot and remediate collaboration systems issues.

o Provide recommendations to the team for improvements.

1. Contractor Management:

o Coordinate with contracted companies for collaboration system upgrades, patching and ongoing support.

o Ensure timely project execution and adherence to quality standards.

System Experience:

Cisco CUCM VoIP System

Cisco PCCE (Contact Center System)

Cisco Cube

Cisco Video Conference systems Managed via Control Hub

Microsoft Teams meetings

Requirements and Skills:

Proven experience in managing Cisco collaboration and Contact Center technologies.

Strong troubleshooting skills and ability to handle complex issues.

Dial plan and call flow/routing management

Project management experience for successful system implementations.

Vendor management experience.

Excellent communication and collaboration skills.

Core Competencies:

Takes ownership and acts with integrity.

Drives operational excellence for customers.

Builds strong, collaborative relationships.

Cultivates innovation and embraces change.

Thinks strategically and exercises sound judgment.

Preferred Certifications:

Associate/Intermediate level:

Microsoft 365 Certified: Teams Administrator Associate

Microsoft Certified: Teams Support Engineer Specialty - Certifications | Microsoft Learn

SIP Training and SSCA® Certification - SSVVP™ Voice and Video over IP training and certification (thesipschool.com)

Certification | BICSI - Installer & Technician, DCDC

Professional/Expert/Advanced level:

Microsoft 365 Certified: Teams Voice Engineer Expert

SIP Training and SSCA® Certification - SSCA® 'Elite' SIP training and SIP Certification (thesipschool.com)

Certification | BICSI – RTPM, RCDD

CCNP Collaboration - Training & Certifications - Cisco

CCIE Collaboration Certification and Training - Training & Certifications - Cisco