Affinity Plus
Unified Communications Administrator (Hybrid)
Affinity Plus, Saint Paul, Minnesota, United States, 55130
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 themEnsure that unified communications systems are performant, resilient and maintainedImplement and monitor automated alerting for system health, availability, and performancePerform administration and configuration tasks with a focus on prioritizing secure communicationsProactively assess the environment for continuous feature and configuration improvementsComplete assessment and remediation tasks in response to security bulletins, industry announcements, internal and external audit findingsPerform disaster recovery testing and update plan documentationPerform daily system monitoring of backupsOversee the SAFE process and ensure timely completion of MACsPerform user management, configuration, and support of physical and soft phone device configurationsManage vendor partner relationships to assess new features, renewals, and license complianceServe as a collaborator and escalation point for information technology team membersTroubleshoot calls and interactions across multi vendor environments across the end-to-end call pathsProvide a high level of service in interactions and when performing all tasks and responsibilitiesInstall, configure, and test operating systems, applications, patches, and upgradesWork with the engineer in performing dial-plan and gateway configurationMaintain QoS on the channel, conducting root cause analysis, and proactively identify opportunitiesAssist in unified communications project tasks for those managed by EPM and drive those within the Systems teamAutomate processes to provide consistency in administration and deploymentsConduct changes to PCCE scripts as required by the business unitsComplete configuration and setup for new branch locations and branch movesPartner with telecom companies to address outages, and order phone line capacityMonitor SIP circuit usage and trunk capacity levelsConfigure, integrate and maintain WebEx, WebEx Control Hub, telepresence units, and IMP (Jabber)Create and maintain documentation, configuration information, and technical procedures for omnichannel servicesResearch industry best practices and make recommendations to proactively deliver on improvementsOther duties as assignedQualifications and Skills:
4+ years progressive experience networking in the TCP/IP LAN/WAN environment; wireless desired2+ years implementing/supporting Cisco Unified Communication environmentsBA/BS in Computer Science, MIS, Mathematics, Engineering, AA in Computer Networking preferred, or equivalent work experienceCisco CCNA Voice or CCNA Collaboration certification is preferredMid-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 configurationWorking knowledge of Active Directory, VMware, and Unix / Linux Systems to be able to support various Unified Communications ComponentsBasic level understanding of programming languages (Python, NodeJS, Java (Call Studio))Proficiency in PKI certificatesBasic understanding of networking system concepts in the following: multi service/network design; LAN/WAN protocols such as MPLS, BGP and SIPBasic 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 configurationMid-level expertise in building out and maintaining API integrationsMid-level understanding of soft phone administration in WebEx, Cisco Jabber, and CIPCAptitude to work independently as well as part of a team and ability to collaborate well with othersStrong verbal and written communication skills; ability to explain technical matters in easy to understand fashionTime management skills and the ability to prioritize workloadFlexibility to adapt and succeed in a dynamic environmentAbility and drive to provide exceptional service to members and employeesExcellent technical documentation skills as well as an ability to mentor team membersDeliver on all tasks with a high degree of accuracy and according to established schedulesExperience in managing vendors, executing on projects, and getting solid resultsDemonstrated willingness to learn new skills, adapt easily to change by adopting new technologies and accepting increased responsibilityWorkplace 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 poundsBending, twisting, kneeling, stooping, or crouching when appropriate, on occasionDriver’s license required for travel to all locationsMay 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.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
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 themEnsure that unified communications systems are performant, resilient and maintainedImplement and monitor automated alerting for system health, availability, and performancePerform administration and configuration tasks with a focus on prioritizing secure communicationsProactively assess the environment for continuous feature and configuration improvementsComplete assessment and remediation tasks in response to security bulletins, industry announcements, internal and external audit findingsPerform disaster recovery testing and update plan documentationPerform daily system monitoring of backupsOversee the SAFE process and ensure timely completion of MACsPerform user management, configuration, and support of physical and soft phone device configurationsManage vendor partner relationships to assess new features, renewals, and license complianceServe as a collaborator and escalation point for information technology team membersTroubleshoot calls and interactions across multi vendor environments across the end-to-end call pathsProvide a high level of service in interactions and when performing all tasks and responsibilitiesInstall, configure, and test operating systems, applications, patches, and upgradesWork with the engineer in performing dial-plan and gateway configurationMaintain QoS on the channel, conducting root cause analysis, and proactively identify opportunitiesAssist in unified communications project tasks for those managed by EPM and drive those within the Systems teamAutomate processes to provide consistency in administration and deploymentsConduct changes to PCCE scripts as required by the business unitsComplete configuration and setup for new branch locations and branch movesPartner with telecom companies to address outages, and order phone line capacityMonitor SIP circuit usage and trunk capacity levelsConfigure, integrate and maintain WebEx, WebEx Control Hub, telepresence units, and IMP (Jabber)Create and maintain documentation, configuration information, and technical procedures for omnichannel servicesResearch industry best practices and make recommendations to proactively deliver on improvementsOther duties as assignedQualifications and Skills:
4+ years progressive experience networking in the TCP/IP LAN/WAN environment; wireless desired2+ years implementing/supporting Cisco Unified Communication environmentsBA/BS in Computer Science, MIS, Mathematics, Engineering, AA in Computer Networking preferred, or equivalent work experienceCisco CCNA Voice or CCNA Collaboration certification is preferredMid-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 configurationWorking knowledge of Active Directory, VMware, and Unix / Linux Systems to be able to support various Unified Communications ComponentsBasic level understanding of programming languages (Python, NodeJS, Java (Call Studio))Proficiency in PKI certificatesBasic understanding of networking system concepts in the following: multi service/network design; LAN/WAN protocols such as MPLS, BGP and SIPBasic 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 configurationMid-level expertise in building out and maintaining API integrationsMid-level understanding of soft phone administration in WebEx, Cisco Jabber, and CIPCAptitude to work independently as well as part of a team and ability to collaborate well with othersStrong verbal and written communication skills; ability to explain technical matters in easy to understand fashionTime management skills and the ability to prioritize workloadFlexibility to adapt and succeed in a dynamic environmentAbility and drive to provide exceptional service to members and employeesExcellent technical documentation skills as well as an ability to mentor team membersDeliver on all tasks with a high degree of accuracy and according to established schedulesExperience in managing vendors, executing on projects, and getting solid resultsDemonstrated willingness to learn new skills, adapt easily to change by adopting new technologies and accepting increased responsibilityWorkplace 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 poundsBending, twisting, kneeling, stooping, or crouching when appropriate, on occasionDriver’s license required for travel to all locationsMay 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.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)