Our local utility partner is seeking a skilled and experienced Collaboration Analyst/Telephony Analyst to join our dynamic IT team. The ideal candidate will play a key role in designing, implementing, and supporting our collaboration and telephony infrastructure. As a member of the team, you will be responsible for driving innovation, optimizing communication solutions, and ensuring the seamless operation of our collaboration tools and telephony systems.
Responsibilities:
Defining Configuration Specifications and Business Analysis Requirements: • Collaborate with stakeholders to understand collaboration technology needs. • Define configuration specifications collaboration systems. • Gather business analysis requirements to align solutions with organizational goals.
System Management and Optimization: • Configuration, maintenance, and optimization of collaboration systems. • Plan and execute MAC requests related to collaboration systems.
Quality Assurance: • Perform quality assurance checks on collaboration systems and processes. • Ensure collaboration systems meet performance standards and user expectations.
Technical Troubleshooting: • Investigate, troubleshoot, and remediate collaboration systems issues. • Provide recommendations to the team for improvements.
Contractor Management: • Coordinate with contracted companies for collaboration system upgrades, patching and ongoing support. • 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. • Build 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