UC Implementation Specialist - Remote, United States - Zayo

Description

Company Description
Zayo provides mission-critical bandwidth to the world's most impactful companies, fueling the innovations that are transforming our society. Zayo's 141,000-mile network in North America and Europe includes extensive metro connectivity to thousands of buildings and data centers. Zayo's communications infrastructure solutions include dark fiber, private data networks, wavelengths, Ethernet, and dedicated Internet access. Zayo serves wireless and wireline carriers, media, tech, content, finance, healthcare and other large enterprises.
UC Implementation Specialist - Bilingual (French) - Service Delivery
POSITION SUMMARY:
The Unified Communications Implementation Specialist (UCIS) I/II manages the detailed planning, programming, and deployment of customer Mitel UCaaS projects. The UCIS's decisions and actions play a strategic role toward the realization of corporate financial, operational, and marketing objectives, and corporate strategies. The projects being managed will impact financial goals of the company and capital plans. The UCIS's responsibility is to manage projects to completion on time, within budget, and scope to maximize the project's potential of meeting or exceeding quality standards that deliver consistently superior services.
This is a complex position involving both detailed technical skills, documentation skills, and communication skills. This position will be expected to participate and possibly lead project work outside the scope, as assigned by the Manager. This position requires continuous learning on the part of the UCIS and requires that the UCIS has a working knowledge of, as well as learning new systems and updates for all products supported by Allstream's internal contact with all levels of employees.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
(These responsibilities must be performed with or without reasonable accommodation.)

• Establishes and maintains clear communication with the project team, including vendors, contractors and customers.
• Provide a clear plan for implementation that optimizes resource utilization, time required for completion and assures internal clients operations needs are being met.
• Ensures projects remain on schedule and within budget.
• Manage and complete multiple projects at the same time with different commencement and completion dates and requiring multiple departments and stakeholders through the initiation, planning, implementation, controlling, and closure phases of each project.
• Conduct and/or coordinate remote and/or in-person end-user training which may require travel.
• Must maintain and update certifications to advance their knowledge and progress to the next level.
• Deploy, program, and maintains Mitel UCaaS Solution, including patches upgrades and management of licenses.
  • Ensure Mitel UCaaS are deployed per system design and completed documentation is sent back to the Project Manager (PM).
  • Ensure timeframes and worksteps in SalesForce are met.
  • Assist on-site technician as needed during cutovers.
  • Maintains communication with the PM of progress cutover is complete.
• Assist with engaging product support when needed.
• Develops personal knowledge/skills necessary to perform required work.
  • Maintains and updates certifications to current manufacturer levels.
  • Request training for products to improve certifications.
  • Will be required to do some project work.
  • Opens technical support tickets with vendors to resolve customer issues as needed.
• Develops and assists with technical documentation and training material.
• Ensures correctness of deployment training documents and procedures.
  • Identifies need for changes to documentation to the Manager.
  • Shares technical updates and documentation from vendors or other sources to improve team's knowledge.
  • Escalates issues to vendors and provides updates to the Manager.
• Deploys applications for Call Center services and Call Recording.
• May be required to perform supervisory administrative functions such as
  • Leading technical work group
  • Scheduling PTO
  • Scheduling Training
  • Other basic Supervisory skills
• Performs other related duties as assigned by the Manager.

Scope of Position

• The position reports to the Manager - UC Implementation and will have no direct reporting responsibilities for supervision. The position will require extensive collaborative communications skills and will require contact at all levels throughout the company. The major responsibilities of this position will include keeping projects on time and delivering the projects goals as stated. Also managing projects to the expectations of senior management and reporting status of projects in a useful and informative way.

QUALIFICATIONS:

• Fluent in English and French Canadian
• Bachelor's Degree (or comparable experience)
• 2 + years of direct experience in a disciplined project management environment.
• Must have the ability to function in a matrix environment where resources are not owned but secured from outside teams.
• Demonstrated Understanding and Experience with Project Management Principles.
• Develop Risk Plans.
• Ability to manage multi-functional teams and disciplines.
• Strong communications in written, verbal, inter-personal, facilitation forms.
• Computer literacy, in word processing, spreadsheets, etc.
• Demonstrated ability to solve problems.

PREFERRED MITEL CERTIFICATIONS:

• MiVoice Business.
• MiVoice Business Express.
• Oria/Mitel Management Portal.
• MiCollab.
• NuPoint.
• Mitel Border Gateway.
• Web Proxy.
• Mitel Audio Web Video.
• Mitel Standard Linux.
• MiVoice Call Recorder.
• MiVoice Call Center.

PREFERRED KNOWLEDGE/SKILLS/ABILITIES:

• Can establish priorities and work independently on projects.
• Demonstrates a technical and working knowledge of VMware.
• Maintains communication with manufacturers during trials providing proper feedback.
• Demonstrates the ability to read and interpret PCAPs with Wireshark.
• Ability to work, as a team or individually, under pressure and meet deadlines.
• Multiple Mitel product (current) certifications including MiCollab and NuPoint support.
• Certified on Mitel MiCC and Mitel MiCR applications.
• Ensures work is completed per system design.
• Maintains accurate customer related documentation and database information.
• Present a positive image of the level of customer care provided by Allstream.
• Provide feedback to supervisor regarding our level of service and feedback from customers.
• ITIL (Foundation) Certification
• Perform other related duties or projects as assigned.

Base Salary Range:
United States: $78,500 - $95,000 commensurate with experience
This position description is not intended to be and should not be construed as an all-inclusive list of responsibilities, skills or working conditions associated with this position. While this description is intended to accurately reflect the position's activities and requirements, management reserves the right to modify, add or remove duties as necessary.
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