Sr. Collaboration Analyst / Telephony Analyst

Software Guidance & Assistance, Inc., (SGA), is searching for a Sr. Collaboration Analyst / Telephony Analyst for a contract assignment with one of our premier Utility services clients in Tampa, FL.

Responsibilities :

• 1. Defining Configuration Specifications and Business Analysis Requirements:
  • Collaborate with stakeholders to understand collaboration technology needs.
  • Define configuration specifications collaboration systems.
  • Gather business analysis requirements to align solutions with organizational goals.
• 2. System Management and Optimization:
  • Configuration, maintenance, and optimization of collaboration systems.
  • Plan and execute MAC requests related to collaboration systems.
  • Designs and plans technical initiatives and projects for Collaboration systems. Maintains documentation, best practices, standards, policies, and procedures. Ensures the features, performance, availability, reliability, integrity, and security of all Collaboration systems. Viewed as an expert in Collaboration systems.
  • Implement system updates and upgrades. Maintains secure and reliable operation as well as enabling new features that benefit business partners
• 3. Quality Assurance:
  • Perform quality assurance checks on collaboration systems and processes.
  • Ensure collaboration systems meet performance standards and user expectations.
• 4. Technical Troubleshooting:
  • Investigate, troubleshoot and remediate collaboration systems issues.
  • Provide recommendations to the team for improvements.
• 5. Contractor Management:
  • Coordinate with contracted companies for collaboration system upgrades, patching and ongoing support.
  • Ensure timely project execution and adherence to quality standards.

Required Skills:

• System Experience:
  • Cisco CUCM VoIP System
  • Cisco PCCE (Contact Center System)
  • Cisco Cube
  • Cisco Video Conference systems Managed via Control Hub
  • Microsoft Teams meetings
• 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 Skills:

• 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 - SSVVPTM 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

SGA is a technology and resource solutions provider driven to stand out. We are a women-owned business. Our mission: to solve big IT problems with a more personal, boutique approach. Each year, we match consultants like you to more than 1,000 engagements. When we say let's work better together, we mean it. You'll join a diverse team built on these core values: customer service, employee development, and quality and integrity in everything we do. Be yourself, love what you do and find your passion at work. Please find us at .

SGA is an Equal Opportunity Employer and does not discriminate on the basis of Race, Color, Sex, Sexual Orientation, Gender Identity, Religion, National Origin, Disability, Veteran Status, Age, Marital Status, Pregnancy, Genetic Information, or Other Legally Protected Status. We are committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, and our services, programs, and activities. Please visit our company to request an accommodation or assistance regarding our policy.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.