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Unified Communications Administrator - St Paul, United States - Affinity Plus Federal Credit Union
Description
Position Overview:
The Unified Communications (UC) Administrator at Affinity Plus is responsible for the support, management and monitoring of the equipment, software and services that comprise the omnichannel experience.
This includes the voice, video, messaging and voicemail services with their integrated systems that provide unified member and employee experiences.
Duties and Responsibilities:
Manage, monitor and support omnichannel integrations sustaining the member experience across them
Ensure that unified communications systems are performant, resilient and maintained
Implement and monitor automated alerting for system health, availability, and performance
Perform administration and configuration tasks with a focus on prioritizing secure communications
Proactively assess the environment for continuous feature and configuration improvements
Complete assessment and remediation tasks in response to security bulletins, industry announcements, internal and external audit findings
Perform disaster recovery testing and update plan documentation
Perform daily system monitoring of backups
Oversee the SAFE process and ensure timely completion of MACs
Perform user management, configuration, and support of physical and soft phone device configurations
Manage vendor partner relationships to assess new features, renewals, and license compliance
Serve as a collaborator and escalation point for information technology team members
Troubleshoot calls and interactions across multi vendor environments across the end-to-end call paths
Provide a high level of service in interactions and when performing all tasks and responsibilities
Install, configure, and test operating systems, applications, patches, and upgrades
Work with the engineer in performing dial-plan and gateway configuration
Maintain QoS on the channel, conducting root cause analysis, and proactively identify opportunities
Assist in unified communications project tasks for those managed by EPM and drive those within the Systems team
Automate processes to provide consistency in administration and deployments
Conduct changes to PCCE scripts as required by the business units
Complete configuration and setup for new branch locations and branch moves
Partner with telecom companies to address outages, and order phone line capacity
Monitor SIP circuit usage and trunk capacity levels
Configure, integrate and maintain WebEx, WebEx Control Hub, telepresence units, and IMP (Jabber)
Create and maintain documentation, configuration information, and technical procedures for omnichannel services
Research industry best practices and make recommendations to proactively deliver on improvements
Other duties as assigned
Qualifications and Skills:
4+ years progressive experience networking in the TCP/IP LAN/WAN environment; wireless desired
2+ years implementing/supporting Cisco Unified Communication environments
BA/BS in Computer Science, MIS, Mathematics, Engineering, AA in Computer Networking preferred, or equivalent work experience
Cisco CCNA Voice or CCNA Collaboration certification is preferred
Mid-level knowledge of Cisco CUCM, Unity Connection, Emergency Responder, Contact Center (PCCE), Cisco CUBE, Cisco Telepresence and call recording.
Mid-level understanding of Cisco Route/Switch, QoS, FXO, CDP, and CUBE configuration
Working knowledge of Active Directory, VMware, and Unix / Linux Systems to be able to support various Unified Communications Components
Basic level understanding of programming languages (Python, NodeJS, Java (Call Studio))
Proficiency in PKI certificates
Basic understanding of networking system concepts in the following:
multi service/network design; LAN/WAN protocols such as MPLS, BGP and SIP
Basic understanding of tools and software: Cisco RTMT, Cisco Collab Solutions Analyzer, TranslatorX, Audio TextMgr, Postman, CallStudio, SQL Server Mgmt Studio, Visual Studio Code, SoapUI, WINSCP, Audacity.
Mid-level expertise in building out and maintaining API integrations
Mid-level understanding of soft phone administration in WebEx, Cisco Jabber, and CIPC
Aptitude to work independently as well as part of a team and ability to collaborate well with others
Strong verbal and written communication skills; ability to explain technical matters in easy to understand fashion
Time management skills and the ability to prioritize workload
Flexibility to adapt and succeed in a dynamic environment
Ability and drive to provide exceptional service to members and employees
Excellent technical documentation skills as well as an ability to mentor team members
Deliver on all tasks with a high degree of accuracy and according to established schedules
Experience in managing vendors, executing on projects, and getting solid results
Demonstrated willingness to learn new skills, adapt easily to change by adopting new technologies and accepting increased responsibility
Workplace Environment:
Working at a computer 85-90% of the day and standing 10-15%
Repetitive movements, including but not limited to typing, mousing, phones, etc.
Lift, carry, push or pull up to approximately 30 pounds
Bending, twisting, kneeling, stooping, or crouching when appropriate, on occasion
Driver's license required for travel to all locations
May require travel to attend on-site meetings/events for collaboration, connection, project work, All-Employee Day, etc.
Required Work Schedule:
Regular Monday through Friday business hours with participation in a 24/7 on-call rotation.
After hours work on an as needed basis for projects, upgrades and maintenance.
Consistent and reliable attendance is a required essential function of this role to meet the needs of the department/team and organization.
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.
However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.
41 CFR c)#J-18808-Ljbffr
