Sr. Collaboration Analyst/ Telephone 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.

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
Onsite in Ybor 4-5 days a week depending on workload, must be available onsite 5 days a week.