Unified Collaboration Engineer - Florham Park, United States - Linktms

Description

Role:
Unified Collaboration Engineer


Duration:
Long Term


Location:
Florham Park, NJ, Conshohocken, PA, Boston, MA

HYBRID WORK POLICY - Monday and Friday are remote, Tue/Wed/Thurs are on-site.

Responsible for operations and build out of user facing capabilities in our Webex based UCC environment.

The engineer will focus on broad end user functionality and expanding targeted value add capabilities to a wide variety of business groups.

Proactively manage and keep collaboration system operational.
Identify new use cases, glean from various channels including trouble tickets and other end user interactions.
Build out and implement new capabilities to support increased productivity.
Collaborate with UX/service-desk teams to ensure pro-active communications, training and good documentation are available to the user community.
Optimize users' collaboration experience, involving compute and network. Develop tool set and telemetry.
Develop knowledge base of self-serve steps for end users to identify cause of performance issues.
Work on escalated support tickets in the UCC domain
Stay abreast of feature releases and investigate relevance/impact to user base.
Research and implement alternate solutions and workarounds, including BOTs, to fill and workaround feature gaps in the standard Webex products

Technical Qualifications

Proficiency across the Webex suite of products
Cisco Certification CCNP Collaboration
Intermediate level IP networking knowledge
Strong understanding of hybrid Webex/UCC environments, including O365 on cloud
Write Standard Operating Procedures and Knowledge Articles, as needed, for support staff.
Be able to troubleshoot Cisco UC system, including-Webex Control Hub
Cisco Directory Connector
Proficient with use of tools including Wbx Tracer, Wireshark and Fiddler
Monitoring Webex components' health
parsing through system logs to troubleshoot issues.
Knowledgeable with Quality of Service, as applicable to UCC
Security concepts knowledge
Be able to act on certificate expirations, CSR generation etc.
Enhancement abilities-Scripting
REST/XML API familiarity
Ability to implement BOTs

Education Requirements

CCNP Unified Communications certification

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