Collaboration Engineer III

County of Mecklenburg, NC•Charlotte, NC

1d•$98,564 - $129,365•Onsite

About The Position

This advanced-level position is responsible for leading the architecture, design, implementation and lifecycle management of the enterprise Cisco collaboration and contact center environment. This role serves as the technical lead for the Cisco Unified Communications Manager (CUCM) environment, ensuring the scalability, security, and performance of the enterprise VoIP network, and overseeing the E911 system based on Cisco Emergency Responder. As the key subject matter expert for Cisco collaboration technologies, this engineer plays a pivotal role in defining enterprise communication strategies, driving innovation, and ensuring alignment with business objectives. Responsibilities include architecting, deploying, and optimizing CUCM, VoIP endpoints, and associated network infrastructure to support a resilient and efficient collaboration ecosystem. Additionally, the role includes leading the design, integration, and maintenance of the Cisco Emergency Responder system to ensure compliance with E911 regulations and precise emergency call routing. The engineer collaborates with IT leadership, enterprise architects, and strategy and planning teams to develop and refine the technology roadmap, ensuring future-ready solutions that align with organizational goals. This position works closely with cross-functional IT teams, including security, networking, and application development, to evaluate emerging technologies, address complex technical challenges, and implement best practices. The engineer is responsible for establishing standards, mentoring junior team members, and contributing to continuous improvement initiatives that enhance the reliability and effectiveness of enterprise communication solutions.

Requirements

Minimum of 10 years of progressively responsible technical systems experience in VOIP or Information technology with a strong emphasis on security-related functions.
Exposure to server management, networking, firewalls or other security devices in addition to traditional desktop or service desk functions.
Bachelor's Degree in Information Technology, Computer Science or closely related field
Combination of relevant education and relevant experience accepted: Yes
Advanced proficiency in various computer applications
Proficient in creating call manager scripts.

Nice To Haves

Industry certifications related to Information Technologies, Networking and VoIP
Cisco Certified Network Associate (CCNA)
Cisco Certified Network Professional (CCNP)
Cisco Certified Internetwork Expert (CCIE)
Knowledge of County policies and business unit functions
Knowledge of HIPAA laws and regulations
Knowledge of PCI-DSS standards.
Knowledge of Information Security principles, techniques, and technologies
Detailed knowledge of VoIP fundamentals (including voice compression, packetization, and the differences between analog and digital voice signals)
Detailed knowledge of Cisco Unified Communications Manager (CUCM) configuration, including endpoint setup, user management, and call routing.
Detailed knowledge of Cisco Unified Communications Manager Express (CUCME features and dial plans.
Troubleshooting voice network issues.
Detailed knowledge of networking topologies
Knowledge of project management skills
Knowledge of vendor management
Strong interpersonal skills and ability to interface with management and staff
Technical writing and documentation skills
Knowledge of PCI Compliance laws and regulations

Responsibilities

Define and lead the strategic direction for Cisco Unified Communications Manager (CUCM), VoIP infrastructure, and collaboration services.
Architect and design enterprise collaboration solutions to ensure reliability, scalability, and futureproofing.
Develop long-term technology roadmaps in collaboration with IT leadership, architecture, and strategy teams.
Evaluate, recommend, and implement new features, integrations, and enhancements to drive continuous improvement.
Lead the design and implementation of Cisco Emergency Responder to enhance emergency call routing and compliance with E911 regulations.
Oversee large-scale deployments and upgrades of CUCM, VoIP endpoints, and collaboration infrastructure.
Develop automation strategies for provisioning, monitoring, and maintenance of Cisco collaboration technologies.
Ensure seamless integration of collaboration tools with cloud and hybrid environments.
Establish performance benchmarks and optimization strategies to enhance system efficiency.
Serve as the top escalation point for complex issues related to CUCM, VoIP endpoints, gateways, and Cisco Emergency Responder.
Lead root cause analysis efforts and implement long-term corrective actions to improve system reliability.
Establish monitoring frameworks and proactive maintenance plans to minimize downtime and service disruptions.
Collaborate with IT teams to develop standardized troubleshooting procedures and enhance service response times.
Develop and enforce enterprise security standards for voice and collaboration technologies, including encryption, access controls, and monitoring.
Ensure compliance with E911 regulations, data protection policies, and industry security frameworks.
Conduct risk assessments, audits, and vulnerability management initiatives to strengthen system security.
Oversee the deployment of security patches, updates, and configuration hardening strategies.
Develop and maintain comprehensive documentation, including architecture diagrams, configuration guidelines, and operational procedures.
Provide advanced training and mentorship to IT teams on collaboration technologies and best practices.
Lead cross-functional knowledge-sharing initiatives to ensure effective collaboration between IT and business teams.
Design training programs for end-users to maximize adoption and efficiency of collaboration tools.
Act as a strategic advisor to business units, ensuring communication solutions align with organizational goals.
Partner with stakeholders to design and implement collaboration enhancements tailored to business needs.
Oversee service request management and ensure adherence to SLAs for VoIP and collaboration services.
Advocate for innovation by identifying opportunities to integrate emerging collaboration technologies into the enterprise environment.
Drive continuous improvement initiatives to enhance the performance and reliability of collaboration platforms.
Participate in industry forums, certifications, and technology leadership programs to stay ahead of trends.
Provide leadership in cross-functional IT projects and contribute to enterprise-wide technology transformation efforts.
Champion the adoption of automation, AI-driven collaboration tools, and cloud-based solutions to future-proof the organization's communication capabilities.