Unified Communications Analyst

About the role

RL Canning is seeking an experienced Unified Communications Analyst to join our IT team. This role is responsible for the operations and support of all Unified Communications-related technologies.

Responsibilities

• Perform daily operations, administration, and support for all Unified Communications technologies, including but not limited to Cisco Unified Communications Manager, Cisco Unity Connection, Cisco Instant Messaging & Presence, Jabber, Nice CXOne Contact Center platform, Cisco Emergency Responder (E-911), Smart Boards, conferencing and meeting room solutions, Cisco Expressway, e-Fax / RightFax, IVR, paging solutions, voice gateways, and Cisco CUBE.
• Respond to system alerts and alarms and perform proactive health checks to ensure UC system’s remain operational and potential issues are identified before they result in service disruption.
• Manage mobile services, including ordering, provisioning, activation, deactivation, troubleshooting, maintenance, inventory tracking, billing review, documentation, and coordination with wireless carriers and internal departments.
• Support conferencing and meeting room technologies, including Smart Boards, video conferencing systems, room audio/video equipment, microphones, speakers, displays, cameras, touch panels, collaboration devices, and related meeting room integrations.
• Perform Moves, Adds, Changes, and Deletes/Disconnects (MACD) for UC services in support of new site deployments, department moves, construction projects, clinic expansions, and technology refresh initiatives involving phones, voice gateways, paging, conferencing, mobile services, call routing, IVR, and related UC infrastructure.
• Meet with end-users and business teams to understand Unified Communications needs, gather requirements, and recommend appropriate voice, mobility, conferencing, and collaboration solutions.
• Create, update, monitor, and resolve tickets by managing the ticketing system, team emails, chat channels, and other assigned support queues.
• Troubleshoot UC service issues and implement practical, effective solutions and workarounds when systems are down or degraded to restore service as quickly as possible.
• Create and maintain documentation, including policies, procedures, inventories, support guides, diagrams, and operational runbooks.
• Maintain flexibility with on-site schedules, after-hours support, maintenance windows, and on-call rotation as required.
• Aid with UC system upgrades, patches, firmware updates, certificate renewals, hardware refreshes, migrations, testing, and post-implementation support.
• Collaborate with Network, Security, Server, Facilities, low-voltage electricians, high-voltage electricians, and vendors to install, operate, maintain, and repair equipment such as servers, phones, voice gateways, CUBEs, Smart Boards, conference room devices, paging equipment, and related UC infrastructure.
• Coordinate resolution efforts with internal teams, vendors, and service providers to maintain high availability of UC, voice, mobility, conferencing, and collaboration services.
• Perform other tasks as necessary to support and achieve business objectives.

Requirements

• Sound knowledge of Unified Communications including, but not limited to, Cisco Unified Communications Manager, Unity Connection, Jabber, Cisco Emergency Responder, Cisco Expressway, voice gateways, and related collaboration platforms.
• Sound knowledge of VoIP and networking protocols such as SIP, MGCP, SCCP, RTP, and SRTP.
• Understanding of call flows, endpoint registration process, and call trees.
• Understanding of IVR and call center platforms like Nice CXOne, UCCX, and paging systems.
• Understanding of network switching and routing as related to Unified Communications, voice VLANs, PoE, QoS, DHCP, DNS, TCP/IP, and endpoint connectivity.
• Demonstrated ability to learn new technologies quickly and apply technical concepts in a practical support environment.
• Demonstrated flexibility, organization, responsibility, and self-motivation.
• Strong willingness to work in a team environment with other engineers, contribute to shared goals, and remain teachable and receptive to feedback, mentoring, and knowledge transfer.
• Exposure to Linux and Windows Server operating systems.
• Familiarity with Active Directory and ticketing system usage.
• Knowledge of mobile device support, cellular service management, wireless carrier coordination, and mobile device troubleshooting.
• Conceptual understanding of conferencing, collaboration, Smart Board, and meeting room technologies.

Qualifications

• Bachelor’s degree in computer science, information technology, Telecommunications, or a related field; or the equivalent of professional work experience preferred.
• Cisco 350-801 CLCOR Certification preferred.
• CCNA certification preferred.

Skills

• Sound knowledge of Unified Communications including, but not limited to, Cisco Unified Communications Manager, Unity Connection, Jabber, Cisco Emergency Responder, Cisco Expressway, voice gateways, and related collaboration platforms.
• Sound knowledge of VoIP and networking protocols such as SIP, MGCP, SCCP, RTP, and SRTP.
• Understanding of call flows, endpoint registration process, and call trees.
• Understanding of IVR and call center platforms like Nice CXOne, UCCX, and paging systems.
• Understanding of network switching and routing as related to Unified Communications, voice VLANs, PoE, QoS, DHCP, DNS, TCP/IP, and endpoint connectivity.
• Demonstrated ability to learn new technologies quickly and apply technical concepts in a practical support environment.
• Demonstrated flexibility, organization, responsibility, and self-motivation.
• Strong willingness to work in a team environment with other engineers, contribute to shared goals, and remain teachable and receptive to feedback, mentoring, and knowledge transfer.
• Exposure to Linux and Windows Server operating systems.
• Familiarity with Active Directory and ticketing system usage.
• Knowledge of mobile device support, cellular service management, wireless carrier coordination, and mobile device troubleshooting.
• Conceptual understanding of conferencing, collaboration, Smart Board, and meeting room technologies.

Benefits Offered

• Comprehensive health insurance (medical, dental, vision)
• Short-Term Disability Insurance
• Accidental Death & Dismemberment (AD&D) and Life Insurance
• 401(k) retirement savings plan with employer matching
• Paid Time Off
• Paid Holidays