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Unified Communication Application Specialist

Philadelphia, PA
We are looking for a Unified Communication Application Specialist.
The ideal candidate will have a wide range of collaboration application skills including knowledge and experience with hybrid cloud team collaboration, contact center, and conferencing tools including but not limited to: Cisco WebEx, Cisco Jabber, MS Teams, TalkDesk, VBrick, Zoom, Slack, and/or others not mentioned.
As the Collaboration Application Specialist, you will be responsible for facilitating proof of concept (POC) projects to test new collaboration tools for use by the firm, orchestrating Video Conferencing installations, and guiding the hybrid UC strategy. The person in this role will also be responsible for administrating, maintaining, supporting, troubleshooting, as well as documenting these collaboration tools.  Communication and interpersonal skills are extremely important attributes to be successful in this role, as you’ll need to create user documentation and user guides, as well as train non-technical users on how to best leverage these collaboration applications (both in-person and virtually).
This technical professional within the Unified Network Solutions team will be responsible for support of a hybrid on-prem/cloud infrastructure servicing the Firm consisting of over 2,000 end users. The successful candidate will be responsible for strategic design and operational management of the IT environment. This position requires excellent technical skills and proven attention to details, process, and discipline within a production environment. Experience in managing transitions between on-premises solutions and internet cloud-based solutions (Microsoft 365 suite), as well as experience administering licensing and entitlements within an M365 tenant are critical to success.
Essential functions:  
  • Stay up to date on all things UC (Video Conferencing, Team Collaboration Tools, Virtual Event Platforms, Room Systems, Contact Center, etc.)
  • Organize proof of concept testing and implementation of the latest UC offerings
  • Administer, Maintain, Support, Troubleshoot, and Document all Unified Communication Tools used by the firm
  • Create user documentation for end user guidance
  • Train end users on how to use these collaboration tools (both in-person and virtually)
  • Work with networking, desktop, security, as well as other IT teams to monitor, analyze, report, and maintain the availability of team collaboration applications and conferencing tools
Essential qualifications:  
  • Experience with Cisco WebEx, MS Teams, CUCM, CCaaS, and UCaaS
  • Excellent documentation skills (Visio, Power Point, Excel, etc.)
  • Experience supporting conferencing and team collaboration platforms
  • Ability to communicate effectively and professionally (both oral and written) with clients and team members
  • Excellent problem-solving and organizational skills
  • Ability to balance multiple initiatives and demands simultaneously
  • Ability to communicate technical information to non-technical personnel
  • Ability to prioritize and organize
  • Creativity and 'outside the box' thinking and a readiness to try new approaches
  • Strong analytical skills to quickly recognize issues and opportunities to improve processes and drive efficiencies
  • Ability to handle difficult scenarios when they arise and diffuse situations accurately with a positive outcome.
Required skills/competencies:
  • Experience with Cisco WebEx and multiple collaboration application tools
  • Large Event Administration Experience (Town Halls, etc.)
  • Experience troubleshooting applications on Windows 10 operating systems
  • Certification in one or more of the following preferred:
    • Cisco
    • Microsoft
    • Crestron
    • CompTia
    • Other related discipline
  • Comfortable working both independently and collaboratively with internal customers, as well as partnering with the broader teams providing the best tools, support, and solutions for the organization.
  • Strong problem-solving skills with the ability to listen to the user's concerns, identify problems and develop a plan for resolving.
  • Good documentation skills
  • Excellent communication, interpersonal, and customer service skills
  • Ability to work well independently and in a collaborative team environment

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