Job Description

Position Overview: As a Collaboration Engineer, you will play a vital role in ensuring the strength and stability of our client’s telecommunication systems by maintaining their reliability, security, and scalability. You will be a strong advocate of teamwork, which will guide your daily actions and decisions, and you will be committed to consistently enhancing the performance of the Information Technology team by actively listening, learning, and sharing knowledge. You will be responsible for balancing operational tasks with strategic thinking, focusing increasingly on project work, and supporting the development of your colleagues.

Key Responsibilities:

• Manage Direct SIP Products: Oversee our client’s Direct SIP product line, including troubleshooting, certifying new devices, creating documentation for both internal and external use, monitoring systems, and assisting the Product team with new integrations.
• Provide Advanced Support: Offer tier 2 and 3 support for customer and user connectivity issues of moderate to high complexity.
• Implement Best Practices: Learn and apply new methodologies, practices, and processes to maintain, support, upgrade, and improve systems across all new and existing sites.
• Drive Performance Monitoring: Actively track performance to guarantee system availability and security, addressing critical issues that may compromise our client’s infrastructure.
• Promote Knowledge Sharing: Foster individual and team development by sharing knowledge through formal training sessions and informal discussions.
• Stay Technically Proficient: Stay informed on the latest technology trends and best practices, and serve as a subject matter expert in your domain.
• Support Business Needs: Be willing to work nights and weekends as needed to support business operations.
• Collaborate Across Teams: Enjoy working in a team environment, supporting IT resources, Project Managers, and business teams as needed.
• Travel Requirements: Be prepared to travel to any of our client’s U.S. sites as required.

Core Competencies:

• Team-Oriented: You believe that collaboration enhances overall outcomes.
• Optimistic: You value the power of positive thinking and demonstrate it in your work.
• Passionate: You are enthusiastic about your work and eager to use your skills to help others communicate.
• Continuous Learner: You are committed to self-improvement and constantly seek new knowledge.
• Tech-Savvy: You understand technical concepts and develop scalable solutions.
• Self-Driven: You hold yourself to high standards and motivate yourself to succeed.
• Goal-Focused: You understand the broader impact of your work and follow through to achieve your objectives.
• Reliable Team Player: You possess the essential qualities of a great teammate, including time management, communication, and attendance.

Essential Qualifications:

• Expertise in SIP: In-depth knowledge of SIP is required.
• Experience with Collaboration Tools: Advanced understanding of Oracle SBCs, Cisco Collaboration infrastructure, including Cisco Unified Communications Manager, Cisco Unity Connection, Cisco UCCE, Cisco Expressway, and call routing.
• Willingness to Learn: Open to becoming an expert in the client’s tools and Direct SIP product line.
• Troubleshooting Proficiency: Skilled in using Wireshark and other collaboration troubleshooting tools.
• Independent Worker: Capable of working with minimal supervision.

Preferred Qualifications:

• Educational Background: A high school diploma, GED, or equivalent, with some post-secondary education. A bachelor’s degree in Computer Science or a related field is preferred.
• Certifications: CCNA or CCNP Collaboration certification is desirable.
• Familiarity with Automation: Knowledge of automation tools or programming languages is a plus.
• Experience with Monitoring Tools: Familiarity with SolarWinds and Variphy is beneficial.

Why Work for Our Client?

Our client is a leader in their industry, connecting individuals with essential services. They have been recognized for their growth and impact and offer an environment where your contributions make a difference.

At our client’s company, you will be part of a team that values diversity, professional growth, and a supportive work environment.

Company Culture:

• Celebration of Diversity: Our client celebrates a diverse workforce.
• Growth Opportunities: They encourage both professional and personal development, offering tuition reimbursement and internal promotions.