Senior Collaboration Engineer

Overview

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.

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

• 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

• 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

• 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.

• 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

• Hands-on experience deploying and supporting one or more SBC platforms:
  • Cisco Unified Border Element (CUBE)
  • Audio Codes
  • Ribbon
  • Oracle / Acme Packet
• Includes SIP normalization, carrier integrations, security, and call routing.

• Experience delivering one or more Unified Communications as a Service (UCaaS) platforms:
  • Webex Calling
  • Microsoft Teams Phone
  • Ring Central
  • Zoom Phone
  • 8x8

• Experience with one or more Contact Center platforms:
  • Webex Contact Center
  • Zoom Contact Center
  • Five9
  • NICE CXone (in Contact)
  • Genesys Cloud