Sr Collaboration Analyst Telephony 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 & 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