Senior Administrator- Collaboration & Voice Systems

Description

Reporting to the Senior Engineer, Collaboration and Voice Systems, the Senior Administrator is responsible for the administration and support of Central’s voice, video, and real-time collaboration platforms. This role manages day-to-day operations, including upgrades, migrations, maintenance, troubleshooting, and responsive end-user support, to ensure reliable and secure communication services. In addition, the Senior Administrator plays a key role in shaping and executing Central’s migration roadmap to Webex Calling, contributing technical expertise and strategic input to enhance the organization’s collaboration capabilities.

• Administer, manage, and provide Tier 3 support for all Cisco voice and collaboration systems, including call control, voicemail, Webex/video conferencing, instant messaging, fax over IP, and contact center solutions.
• Create and maintain comprehensive system documentation, operational standards, and end-user guides for all supported services.
• Monitor, test, and analyze system performance using key performance indicators to ensure SLAs are consistently achieved and services operate at peak efficiency.
• Investigate utilization patterns, vendor capabilities, and industry trends to identify opportunities to enhance collaboration services and deliver innovative solutions.
• Recommend and implement improvements to increase system efficiency, reliability, scalability, and overall performance.
• Plan, test, and execute system upgrades, patches, and maintenance activities in coordination with vendor releases and internal change management processes.
• Partner with the Central Service Desk by providing Tier 2/Tier 3 escalation support, ensuring timely resolution of complex service issues and effective end-user support.
• Continuously evaluate and champion new technologies and best practices to evolve the organization’s collaboration capabilities.
• Other duties as required

(The above statements describe the general nature and level of work being performed in this job. They are not intended to be an exhaustive list of all duties, and additional responsibilities may be assigned.)

• Experience administering Cisco Unified Communications Manager (CUCM), Unity Connection, Unified Contact Center Express, Fax over IP, and other Cisco collaboration systems.
• Experience with Cisco Webex Calling, Webex Meetings, and Webex Contact Center.
• Familiarity with SIP session border controllers (SBC), particularly Cisco CUBE.
• Hands-on experience with Cisco video conferencing systems and Webex conferencing solutions.
• Exposure to Microsoft Teams and Operator Connect integrations.
• Relevant Cisco certifications such as CCNA Collaboration, CCNP Collaboration, or CCIE Collaboration.
• Ability to lift/move computers, peripheral equipment and supplies (≤50
  
  Lbs)
• Domestic travel required (10%)

• Bachelor’s degree in Computer Science, Information Technology, or related field preferred, or equivalent work experience.
• 5+ years of hands-on experience administering and supporting enterprise VoIP/telecommunications environments.
• Proficiency in VoIP troubleshooting, including call tracing, SIP protocol analysis, and debugging.
• Strong knowledge of TCP/IP networking and SIP telecommunications protocols.
• Experience managing voice, video, and collaboration platforms in on-premise and/or cloud environments.

• This position pays $95,000 - $110,000 per year depending on experience

• Comprehensive Medical, Dental, and Vision Insurance
• Free Life and Disability Insurance
• Health and Dependent Care Flexible Spending Accounts
• 401k with 3% company match and annual employer discretionary contribution
• Paid vacation, holidays and sick time
• Employee Assistance Program
• Access to thousands of free online courses
• Discounts on cell phones, movie tickets, gym memberships, and more!
• Education Assistance (both college degrees and professional certifications)
• Referral Program with cash bonus
• Access to on-demand pay
• Paid parental leave

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