What are the responsibilities and job description for the Sr. Collaboration Analyst / Telephony Analyst position at APN Software Services Inc?
COMPLETE DESCRIPTION :
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
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
