Description

You will manage the operations and expansion of user-facing capabilities within a Webex-based UCC environment.

Responsibilities

• Manage and maintain collaboration system operations to ensure high availability.
• Build and implement new capabilities to support business productivity and address feature gaps using BOTs or alternate solutions.
• Collaborate with UX and service desk teams to provide proactive communications, training, and documentation.
• Optimize user collaboration experiences by coordinating with compute and network teams.
• Develop telemetry tools and self-serve knowledge base articles to help users identify performance issues.
• Investigate new feature releases to determine impact and relevance to the user base.
• Resolve escalated support tickets within the UCC domain.

Required Skills

• 5+ years of experience in unified communications or related roles.
• Proficiency across the Webex suite of products and Webex Control Hub.
• Cisco CCNP Collaboration certification.
• Strong understanding of hybrid Webex/UCC environments and Office 365 on cloud.
• Solid IP networking knowledge and understanding of Quality of Service (QoS).
• Experience troubleshooting with Wbx Tracer, Wireshark, and Fiddler.
• Ability to monitor system health by parsing logs to troubleshoot Webex components.
• Familiarity with REST/XML APIs and scripting for system enhancements.
• Knowledge of security concepts including CSR generation and certificate management.
• Experience writing Standard Operating Procedures and Knowledge Articles.

Key Skills

Education

Any Graduate