Sr. Collaboration Analyst / Telephony Analyst

Job title:- Sr. Collaboration Analyst/Telephony Analyst
Location:- Tampa, FL 33605
Duration:-  12-18 months
 
Responsibilities:
1.    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.

 
2.    System Management and Optimization:

• Configuration, maintenance, and optimization of collaboration systems.
• Plan and execute MAC requests related to collaboration systems.

 
3.    Quality Assurance:

• Perform quality assurance checks on collaboration systems and processes.
• Ensure collaboration systems meet performance standards and user expectations.

 
4.    Technical Troubleshooting:

• Investigate, troubleshoot and remediate collaboration systems issues.
• Provide recommendations to the team for improvements.

 
5.    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.
• 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