Cisco Voice Analyst

POSITION CONCEPT

The Digital Collaboration Analyst is responsible for planning and coordinating of UC related systems and sub-systems comprising the TECO Energy corporate communications network. Maintains manages and services VoIP contact center video conferencing collaboration applications audio visual systems digital signage systems conferencing systems mobile devices and plans and related applications systems and peripherals for company business partners. Provides customer service technical support training consultation and guidance to company business partners for all Collaboration/Unified Communications needs.

PRIMARY DUTIES AND RESPONSIBILITIES

1. Provide customer service for company business partners for systems and applications that the UC department supports. Manage assigned request and incident tickets within established service levels. Perform troubleshooting for company business partners for systems and applications that the UC department supports. 80%

2. Perform orders and changes for mobile devices accessories and service plans for company business partners. 10%

3. Maintain documentation best practices standards policies and procedures to ensure the performance availability reliability integrity and security of all UC systems. 5%

4. Develop and maintain training materials for company business partners for continued re-enforcement of the knowledge to operate TECO Energy collaboration systems. 5%

QUALIFICATIONS

Direct Experience

Required: Minimum of 4 years of direct work experience performing the Duties & Responsibilities of this position or a similar related technology support position is required.

Preferred: Minimum of 6 years of direct work experience performing the Duties & Responsibilities of this position is preferred or a similar related technology support position. Experience working Teams Calling and Meetings UC and Contact Center Systems Cisco CUCM Cisco Unity Cisco Telepresence Cisco Webex Meetings Cisco Jabber and Apple iPhones.

Knowledge/Skills/Abilities (KSA)

Preferred: Working knowledge of UC and Contact Center systems programming and configuration. Understanding of Local Area Networking VoIP SIP and client/server environment.

LEADERSHIP COMPETENCIES

Takes Ownership and Acts with Integrity

Drives Operational Excellence for Customers

Builds Strong Collaborative Relationships