Unified Communications Analyst

We are not offering visa sponsorship or C2C for this position due to resource requirements

RL Canning is a global IT managed services and consultancy firm committed to enhancing the digital workplace by driving value through technology and operational excellence. Our comprehensive service portfolio, supported by an ecosystem of digital innovators, delivers industry-leading solutions tailored to each customer's unique needs. We focus on achieving better, faster results aligned with long-term strategic goals.

RL Canning is seeking an experienced Unified Communications Analyst to join our IT team. This role is responsible for the operations and support of all Unified Communications-related technologies. This position is responsible for supporting hardware and software components of cloud and on-premises Unified Communications solutions in accordance with company standards.

The US salary base range for this full-time position is $ to $ annually (W2, along with a comprehensive benefits package detailed in the “Benefits Offered” section of the job description). The salary range offered within this range will be influenced by factors such as work location, job-related skills, experience, and relevant education or training. During the hiring process, your recruiter will provide more specific information about the salary range, considering these factors.

Compensation and benefits remain in the Company's sole discretion and may be modified at the Company’s absolute discretion, consistent with applicable law, until they are paid.

• Perform daily operations, administration, and support for all Unified Communications technologies, including but not limited to Cisco Unified Communications Manager, Cisco Unity Connection, Cisco Instant Messaging & Presence, Jabber, Nice CXOne Contact Center platform, Cisco Emergency Responder (E-911), Smart Boards, conferencing and meeting room solutions, Cisco Expressway, e-Fax / Right Fax, IVR, paging solutions, voice gateways, and Cisco CUBE.
• Respond to system alerts and alarms and perform proactive health checks to ensure UC systems remain operational and potential issues are identified before they result in service disruption.
• Manage mobile services, including ordering, provisioning, activation, deactivation, troubleshooting, maintenance, inventory tracking, billing review, documentation, and coordination with wireless carriers and internal departments.
• Support conferencing and meeting room technologies, including Smart Boards, video conferencing systems, room audio/video equipment, microphones, speakers, displays, cameras, touch panels, collaboration devices, and related meeting room integrations.
• Perform Moves, Adds, Changes, and Deletes/Disconnects (MACD) for UC services in support of new site deployments, department moves, construction projects, clinic expansions, and technology refresh initiatives involving phones, voice gateways, paging, conferencing, mobile services, call routing, IVR, and related UC infrastructure.
• Support emergency communications and E-911 services, including Cisco Emergency Responder, Red Sky, location information, testing coordination, documentation, and compliance-related activities.
• Meet with end-users and business teams to understand Unified Communications needs, gather requirements, and recommend appropriate voice, mobility, conferencing, and collaboration solutions.
• Create, update, monitor, and resolve tickets by managing the ticketing system, team emails, chat channels, and other assigned support queues.
• Troubleshoot UC service issues and implement practical, effective solutions and workarounds when systems are down or degraded to restore service as quickly as possible.
• Create and maintain documentation, including policies, procedures, inventories, support guides, diagrams, and operational runbooks.
• Maintain flexibility with on-site schedules, after-hours support, maintenance windows, and on-call rotation as required.
• Assist with UC system upgrades, patches, firmware updates, certificate renewals, hardware refreshes, migrations, testing, and post-implementation support.
• Collaborate with Network, Security,…