The User Collaboration Specialist oversees the administration, hardware, and application support for all analog/IP telephony and video conferencing systems across statewide locations. Reporting to the User Collaboration Supervisor, this position delivers custom scripted solutions, manages third-party telco/vendor service delivery, and provides hands-on technical support to ensure continuous, high-availability collaboration operations.
Typical Duties
Designs, plans, installs, configures, maintains, and supports all hardware related to Analog and IP Telephony (IPT) and voice gateways for Agency locations.
Designs, plans, installs, configures, maintains and supports all software related to Analog and IP Telephony at Agency locations, including Cisco Call Manager, Cisco UCCX, and Cisco Unity. This includes integration with specialized applications such as WebEx, Xmedius Fax Server and security systems.
Analyzes and re-engineers video conferencing systems to align with current and future user requirements. Delivers cost-benefit analyses and executes end-to-end implementations for all approved design changes.
Writes, maintains, and supports coded scripts for Cisco UCCX to automate IT operations and support multiple Help Desk call flows.
Configures, maintains, and supports the Enterprise Fax Server solution and its interaction with the IPT infrastructure.
Configures, maintains, and supports the interaction between the IPT infrastructure and the proprietary security camera/door buzzer system at the judicial center and other remote site security systems.
Uses current approved methods to monitor the status of all IPT infrastructure. Adheres to alert notification and follow-up procedures.
Utilizes the current IT application to accept, respond to, and track resolution of, trouble tickets.
Coordinates with telco carriers and third-party vendors to facilitate ongoing technical support, service provisioning, and system changes.
Supports the Agency WebEx hosted services and on-premises infrastructure by maintaining user accounts, training new users and keeping updated on WebEx’s new features.
Provides end-user training on enterprise phone systems.
Partners with the procurement office to ensure all hardware and software licenses are maintained.
Analyzes hardware, configuration and processes to recommend improvements.
Creates documentation which detail logical and physical configuration of hardware. Creates backups and documents for disaster recovery.
Additional Requirements
Experience with Cisco Enterprise Phone system required.
Working Knowledge of Cisco Call Manager, UCCX, Cisco Unity, WebEX , Xmedius Fax Server
Will not review candidates who have experience in other phone systems. We are only interested in those with experience with Cisco on-premises IPT infrastructure.
