Senior Collaboration Engineer (Req#1106)

About the role

As an ePlus Senior Collaboration Engineer, you will be responsible for designing and implementing single- or multi-vendor Collaboration Technology Solutions. You will have the opportunity to work within an industry-leading account team to understand our clients' needs and craft sustainable Collaboration roadmaps to get them there.

Responsibilities

• The essential functions of this position include:
• Assist in creating and/or responding to Bill-of-Materials (BOM) and Statements of Work (SOW), verifying the solutions aligns with the customer expectations.
• Planning and designing solutions for multi-vendor Collaboration Solutions
• Be available as a pre-sales resource for sales team members, as necessary
• Serve as an escalation point for Engineers, Sr. Engineers and Consultants.
• Troubleshoot complex technology issues during and post implementation.
• Assess Customer environment and make recommendations on solutions and improvements
• Escalate issues to other team members, subject matter experts, and leadership as necessary
• Provide deployment and implementation services of multi-vendor Collaboration solutions in the customer environment(s)
• Be available to meet customers' Collaboration needs as part of the overall solution.
• Align /meet with key collaboration vendors to stay current on products, technologies, and trends.Lead post sales implementations on professional services projects which could include directing the activities of others.
• Maintain multiple advanced manufacturer specific advanced certifications. i.e.: CCIE, R/S. Voice, Brocade, CISSP, VCDX, UCS
• Serve each and every customer to ePlus' standards

Requirements

• Bachelor's degree preferred
• 5+ years hands on experience upgrading and deployment of Cisco Unified Communication technology
• 2+ years' experience Contact Center as a Service
• 2+ years' experience deploying UC add-ins such as Redsky, 9line, Intrado, Variphy, etc.
• 2+ years' experience with Contact Center as a Service (CCaaS) (e.g. Webex Contact Center, Zoom Contact Center, Five9, etc.)
• Cisco CUCM and /or UCCX certifications greatly preferred
• Excellent customer service skills on phone, presenting, and in person
• Professional demeanor and good communication skills
• Core Responsibilities & Capabilities
• Ability to rapidly design and structure Collaboration solutions based on customer business requirements, technical constraints, and existing environments
• Lead the design, implementation, migration, and support of enterprise Collaboration solutions
• Serve as a technical authority across on-prem, hybrid, and cloud Collaboration architectures
• Collaborate effectively with Sales, Project Management, and Customer stakeholders throughout the delivery lifecycle
• Cisco Collaboration Expertise (On-Prem & Hybrid)
• Must be highly proficient in two or more of the following Collaboration technologies:
• Cisco Unified Communications (Voice, Video, Messaging)
• VoIP and SIP-based architectures
• Video Conferencing Solutions
• Deployment and upgrade of Cisco Collaboration platforms, including:
• Cisco Unified Communications Manager (CUCM)
• Cisco Unity Connection
• Cisco Unified Contact Center Express (UCCX)
• Cisco IM & Presence (legacy environments)
• Cisco Emergency Responder (CER)
• Experience with migration strategies from on-prem to cloud or hybrid models is highly desirable.
• Webex & Cisco Cloud Collaboration
• Experience with Cisco's current Collaboration portfolio, including:
• Webex App (Calling, Messaging, Meetings)
• Webex Calling
• Multi-Tenant
• Dedicated Instance (DI)
• Webex Control Hub (user provisioning, policy management, analytics)
• Hybrid Calling and interoperability with CUCM
• Session Border Controller (SBC) Experience
• Hands-on experience deploying and supporting one or more SBC platforms:
• Cisco Unified Border Element (CUBE)
• AudioCodes
• Ribbon
• Oracle / Acme Packet
• Includes SIP normalization, carrier integrations, security, and call routing.
• UCaaS Platform Experience
• Experience delivering one or more Unified Communications as a Service (UCaaS) platforms:
• Microsoft Teams Phone
• RingCentral
• Zoom Phone
• 8x8
• Contact Center Platforms (CCaaS)
• Experience with one or more Contact Center platforms:
• Webex Contact Center
• Zoom Contact Center
• Five9
• NICE CXone (inContact)
• Genesys Cloud
• Call Recording & Workforce Optimization (WFO)
• Experience integrating and supporting call recording and WFO solutions:
• Eleveo (Zoom International)
• Calabrio
• Verint
• NICE
• UC Add-Ons & Integrations
• Experience deploying and supporting Collaboration ecosystem add-ons:
• E911 / Emergency Services:
• RedSky
• 9Line
• Intrado
• Mass Notification & Alerting:
• Singlewire InformaCast / Fusion
• Analytics & Reporting:
• Variphy
• Position Specifics
• The initial base salary range for this position is expected to be between $120,000 and $170,000 annually. The final base salary offered will be determined by multiple factors, including, but not limited to, job-related knowledge, depth of experience, skills, certif

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