Senior Collaboration Engineer (Req#1106)

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Overview

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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.

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Your Impact

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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

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Qualifications

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• 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:

• Webex Calling
• 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

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Position Specifics

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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, certifications, and geographic location. In addition to the base salary, our compensation structure may include other components such as commissions and discretionary bonuses.

ePlus offers a full range of medical, financial, and/or other benefits (including 401(k) eligibility, employee stock purchase program and various paid time off benefits, such as vacation, sick time, and personal leave), dependent on the position offered. Details of participation in these benefit plans will be provided if an offer of employment is extended.

If hired, employee will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.

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