Collaboration Technical Services Systems Integration Specialist

About the Role

The Collaboration Technical Services (TS) Systems Integration Specialist is a seasoned subject matter expert responsible for providing technical support to clients. This role can compile technical specifications clearly and concisely to explain the advantages and disadvantages of options leading to the final solution, and can create alternative solutions as backup planning. This role works towards professional to expert level certification while developing business knowledge.

Key Responsibilities

• Interacts with clients on site and remotely to meet complex requirements of a solution.
• Escalates unresolved problems and issues to the relevant third parties.
• Responds to escalated client requests.
• Writes reports and proposals and completes and maintains project documentation.
• Assists with the documentation of standard operating procedures relating to installations and fixes.
• Acts as coach and mentor to more junior Implementation Engineers and Technicians.
• Assumes responsibility for the coordination of junior Engineers' activities in line with performance targets.
• Included in higher complexity design work, with input to the design expected.
• Expected to take ownership of relevant technologies according to domain or specialization.
• Responsible for IPT Voice and Analog Gateways maintenance, upgrades, refresh, troubleshooting, etc.
• Responsible for technical support of the Organization's Cisco Unified Collaboration related technologies.
• Updating of as-built documentation of infrastructure and work instructions.
• Completes generation and activation of security certificates for relevant Cisco products as per vendor best practice.
• Performs any other related task as required.

Requirements & Tech Stack

• Seasoned ability to identify potential risks prior, during, and after implementation of solutions.
• On-time certification of relevant products supported.
• Seasoned ability to knowledge share and provide coaching and mentoring of L1-L2 engineers on a regular basis.
• Ability to draft and share best practice documents.
• Excellent verbal and written communication skills.
• Seasoned presentation skills.
• The ability to work overtime when required.
• ARC and Call Cabinet expertise is advantageous.
• Seasoned problem-solving and analytic skills to isolate problems, recommend solutions, and implement solutions.

Qualifications

• Bachelor's degree or equivalent in Information Technology or Computing or a related field.
• Valid CCNP Voice/Collaboration Certification required.

Required Experience

• Seasoned work experience in technical implementation engineering, specific to Collaboration technologies.
• Seasoned experience engaging with clients and conducting presentations.
• Seasoned report writing experience.
• Seasoned project management.
• Seasoned experience with Cisco Unified Communications Manager, Cisco Unity Connection, Cisco Unified Contact Centre express, Cisco Attendant console, Cisco IMP, Cisco Customer Collaboration Platform, and Expressway in enterprise deployments, including bulk administration, provisioning, and management of endpoints and user accounts in large-scale systems.
• Solid experience with voice gateways: MGCP, SIP, H.323, SCCP, digital PRI/E1, analog FXO/FXS.
• Seasoned experience with Border Element, media resources, SRST/SRSV.
• Seasoned experience with Cisco Unified Contact Centre Express, including but not limited to UC Manager integration, scripting, and high availability clustering.
• Seasoned experience with design and implementation for UC environment.
• Seasoned experience with CME/CUE.
• Strong knowledge and extensive experience in dial plan designs and implementation.
• Seasoned experience with virtualization, specifically VMware, Cisco UCS B/C-Series servers, & wireshark.
• Seasoned experience with Cisco TelePresence video solutions.
• Seasoned experience with Cisco audio and video conferencing solutions.
• Seasoned experience with Webex Calling and Webex Contact Centre solutions.
• Seasoned experience with voice carrier systems from – Telkom, Neotel, Vodacom, MTN, experience with multi-cluster call manager environments.

Workplace type: On-site Working