Sr. Collaboration Analyst / Telephoney Analyst

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.

2. System Management and Optimization:
o Configuration, maintenance, and optimization of collaboration systems.
o Plan and execute MAC requests related to collaboration systems.

3. Quality Assurance:
o Perform quality assurance checks on collaboration systems and processes.
o Ensure collaboration systems meet performance standards and user expectations.

4. Technical Troubleshooting:
o Investigate, troubleshoot and remediate collaboration systems issues.
o Provide recommendations to the team for improvements.

5. 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 - SSVVPTM 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