Position Overview:

The Unified Communications (UC) Administrator at Affinity Plus is responsible for the support, management and monitoring of the equipment, software and services that comprise the omnichannel experience. This includes the voice, video, messaging and voicemail services with their integrated systems that provide unified member and employee experiences. This role is vital in daily support and operations of these channels in partnership with our Unified Communications Engineer.

Duties and Responsibilities:

• Manage, monitor and support omnichannel integrations sustaining the member experience across them
• Ensure that unified communications systems are performant, resilient and maintained
• Implement and monitor automated alerting for system health, availability, and performance
• Perform administration and configuration tasks with a focus on prioritizing secure communications
• Proactively assess the environment for continuous feature and configuration improvements
• Complete assessment and remediation tasks in response to security bulletins, industry announcements, internal and external audit findings
• Perform disaster recovery testing and update plan documentation
• Perform daily system monitoring of backups
• Oversee the SAFE process and ensure timely completion of MACs
• Perform user management, configuration, and support of physical and soft phone device configurations
• Manage vendor partner relationships to assess new features, renewals, and license compliance
• Serve as a collaborator and escalation point for information technology team members
• Troubleshoot calls and interactions across multi vendor environments across the end-to-end call paths
• Provide a high level of service in interactions and when performing all tasks and responsibilities
• Install, configure, and test operating systems, applications, patches, and upgrades
• Work with the engineer in performing dial-plan and gateway configuration
• Maintain QoS on the channel, conducting root cause analysis, and proactively identify opportunities
• Assist in unified communications project tasks for those managed by EPM and drive those within the Systems team
• Automate processes to provide consistency in administration and deployments
• Conduct changes to PCCE scripts as required by the business units
• Complete configuration and setup for new branch locations and branch moves
• Partner with telecom companies to address outages, and order phone line capacity
• Monitor SIP circuit usage and trunk capacity levels
• Configure, integrate and maintain WebEx, WebEx Control Hub, telepresence units, and IMP (Jabber)
• Create and maintain documentation, configuration information, and technical procedures for omnichannel services
• Research industry best practices and make recommendations to proactively deliver on improvements
• Other duties as assigned

Qualifications and Skills:

• 4+ years progressive experience networking in the TCP/IP LAN/WAN environment; wireless desired
• 2+ years implementing/supporting Cisco Unified Communication environments
• BA/BS in Computer Science, MIS, Mathematics, Engineering, AA in Computer Networking preferred, or equivalent work experience
• Cisco CCNA Voice or CCNA Collaboration certification is preferred
• Mid-level knowledge of Cisco CUCM, Unity Connection, Emergency Responder, Contact Center (PCCE), Cisco CUBE, Cisco Telepresence and call recording.
• Mid-level understanding of Cisco Route/Switch, QoS, FXO, CDP, and CUBE configuration
• Working knowledge of Active Directory, VMware, and Unix / Linux Systems to be able to support various Unified Communications Components
• Basic level understanding of programming languages (Python, NodeJS, Java (Call Studio))
• Proficiency in PKI certificates
• Basic understanding of networking system concepts in the following: multi service/network design; LAN/WAN protocols such as MPLS, BGP and SIP
• Basic understanding of tools and software: Cisco RTMT, Cisco Collab Solutions Analyzer, TranslatorX, Audio TextMgr, Postman, CallStudio, SQL Server Mgmt Studio, Visual Studio Code, SoapUI, WINSCP, Audacity.
• Basic level understanding of SIP protocols, integration and configuration
• Mid-level expertise in building out and maintaining API integrations
• Mid-level understanding of soft phone administration in WebEx, Cisco Jabber, and CIPC
• Aptitude to work independently as well as part of a team and ability to collaborate well with others
• Strong verbal and written communication skills; ability to explain technical matters in easy to understand fashion
• Time management skills and the ability to prioritize workload
• Flexibility to adapt and succeed in a dynamic environment
• Ability and drive to provide exceptional service to members and employees
• Excellent technical documentation skills as well as an ability to mentor team members
• Deliver on all tasks with a high degree of accuracy and according to established schedules
• Experience in managing vendors, executing on projects, and getting solid results
• Demonstrated willingness to learn new skills, adapt easily to change by adopting new technologies and accepting increased responsibility

Workplace Environment:

• Working at a computer 85-90% of the day and standing 10-15%
• Repetitive movements, including but not limited to typing, mousing, phones, etc.
• Lift, carry, push or pull up to approximately 30 pounds
• Bending, twisting, kneeling, stooping, or crouching when appropriate, on occasion
• Driver's license required for travel to all locations
• May require travel to attend on-site meetings/events for collaboration, connection, project work, All-Employee Day, etc.

Required Work Schedule:
Regular Monday through Friday business hours with participation in a 24/7 on-call rotation. After hours work on an as needed basis for projects, upgrades and maintenance. Consistent and reliable attendance is a required essential function of this role to meet the needs of the department/team and organization.