Telecom Analyst - Collaboration & Telephony
Contract (12-18 months)
Onsite in Tampa, FL (4-5 days/week, must be available for 5 days onsite if needed)
Job Summary:
We are seeking an experienced Telecom Analyst with a strong background in Cisco collaboration and contact center technologies. This role will be responsible for managing, configuring, and optimizing voice and video collaboration systems, ensuring seamless communication and collaboration across the organization. The ideal candidate will also have project management experience, vendor coordination expertise, and excellent troubleshooting abilities.
Required Experience & Skills:
- Proven experience managing Cisco collaboration and contact center systems (CUCM, PCCE, Cube, Control Hub).
- Strong technical troubleshooting skills with the ability to resolve complex issues.
- Expertise in dial plan design, call flow, and routing management.
- Experience managing end-to-end collaboration/telephony projects.
- Vendor and contractor coordination experience.
- Excellent communication and stakeholder collaboration skills.
Key Responsibilities:
1. Configuration and Business Analysis
- Collaborate with stakeholders to understand business needs related to collaboration technologies.
- Define configuration specifications and system requirements aligned with organizational goals.
- Gather and document detailed business and technical requirements.
2. System Management & Optimization
- Configure, maintain, and optimize Cisco collaboration systems including CUCM, PCCE, and video endpoints.
- Manage dial plans, call flows, and routing configurations.
- Execute MAC (Moves, Adds, Changes) requests.
- Plan and implement system updates, patches, and feature enhancements.
- Maintain system documentation, best practices, and procedures.
3. Technical Troubleshooting & Support
- Investigate and resolve complex telephony and collaboration system issues.
- Provide expert-level troubleshooting and support to internal teams.
- Recommend improvements to enhance system performance and reliability.
4. Quality Assurance
- Conduct QA testing on system changes and new implementations.
- Ensure collaboration systems meet performance metrics and user expectations.
5. Vendor & Contractor Management
- Coordinate with external vendors for upgrades, patching, and ongoing support.
- Ensure quality execution and timely delivery of contracted work.
Core Competencies:
- Ownership and integrity in work execution.
- Operational excellence and customer focus.
- Strong relationship-building and teamwork.
- Innovation and adaptability to change.
- Strategic thinking and sound judgment.
Preferred Certifications:
Associate/Intermediate Level:
- Microsoft 365 Certified: Teams Administrator Associate
- Microsoft Certified: Teams Support Engineer Specialty
- SSCA Certification - Voice & Video over IP (The SIP School)
- BICSI: Installer, Technician, DCDC
Professional/Expert Level:
- Microsoft 365 Certified: Teams Voice Engineer Expert
- SSCA Elite SIP Certification
- BICSI: RTPM, RCDD
- Cisco CCNP Collaboration
- Cisco CCIE Collaboration