Sr. Systems Engineer

Berkley•Indianapolis, IN

2d•Onsite

About The Position

The Sr. Systems Engineer designs, implements, and supports enterprise collaboration systems across the Microsoft 365 ecosystem, focusing on performance, security, availability, and user experience while serving as a subject matter expert for collaboration technologies in a 24x7 enterprise environment. Architect, deploy, and administer Microsoft 365 collaboration workloads, including Exchange Online, SharePoint Online, Microsoft Teams, OneDrive for Business, and Entra ID. Design and manage enterprise mail flow, mail routing, and email security/hygiene using Proofpoint, Exclaimer, and Retarus. Administer and support Teams Telephony (voice), Teams Rooms devices, and enterprise meeting room infrastructure. Design, architect, and support Amazon Connect (AWS Connect) cloud contact center solutions, including contact flows, call routing, queues, and integrations with business, identity, and reporting systems. Design, architect, and manage enterprise telephony with Microsoft Teams Phone (Calling), including voice routing, dial plans, calling policies, auto attendants, call queues, and emergency calling. Manage integrations with telephone service providers and carriers via Direct Routing, Operator Connect, and SIP trunking, including number management, porting, provisioning, and serving as liaison to carriers for voice service issues. Administer secure and SMS-based messaging platforms, including AWS Wickr. Develop and maintain automation and scripting with PowerShell and Power Automate, and manage scheduled workloads through Tidal. Build low-code applications and reporting solutions with Power Apps and Power BI, and support adoption of Viva Insights and Microsoft Copilot. Manage data protection and backup for collaboration data using Commvault Metallic, and administer Exchange On-Premises (hybrid) and Windows Server as required. Lead compliance, monitoring, and auditing efforts using Microsoft Purview, Veritas eDiscovery, SolarWinds, and Trueview. Perform content migrations and lifecycle management with ShareGate, and maintain knowledge bases in Confluence. Manage incidents, problems, changes, and service requests in ServiceNow, and track project work in Jira. Serve as a Lead Engineer on collaboration engagements and work directly with Project Management, vendors (e.g., Microsoft), and customer teams. Serve as liaison to vendors to facilitate problem resolution. Provide mentoring, coaching, and guidance on BTS standards and quality expectations to Systems Administrators and employees entering the job family. Define standards, design patterns, and configuration policies for collaboration services, including mail routing, retention, security, and access. Ensure the integrity, security, and availability of all collaboration services in a highly available, 24x7 enterprise environment, and provide second- and third-level support. Manage end-user accounts, permissions, access rights, and storage allocations in accordance with best practices for privacy, security, and regulatory compliance. Document collaboration architecture and topology diagrams, develop technical documentation, and contribute to written proposals. Conduct research on emerging collaboration products, services, protocols, and standards. Maintain and continuously improve service performance, reliability, and security, including performance tuning and capacity planning. Participate in an on-call rotation (PIC) as required.

Requirements

7+ years of experience administering enterprise collaboration and messaging systems.
Expert-level administration of Microsoft 365 collaboration workloads—Exchange Online, SharePoint Online, Microsoft Teams, OneDrive for Business, and Entra ID—for a minimum of 5 years.
Strong experience with enterprise email security and mail flow technologies such as Proofpoint, Exclaimer, and Retarus.
Experience administering Teams Telephony and Teams Rooms devices.
Advanced competency in designing, architecting, and supporting Amazon Connect (AWS Connect) cloud contact center solutions, including contact flows, routing, and integrations.
Advanced competency in telephony design, architecture, and management, including Microsoft Teams Phone (calling), voice routing, dial plans, and calling policies.
Experience integrating with telephone service providers and carriers via Direct Routing, Operator Connect, and SIP trunking.
Advanced PowerShell scripting and automation experience; working knowledge of Power Automate (Tidal job scheduling a plus).
Experience with compliance, eDiscovery, and auditing tools such as Microsoft Purview and Veritas eDiscovery.
Experience with backup and data protection for collaboration data (e.g., Commvault Metallic).
Experience with content migration tooling (e.g., ShareGate) and knowledge management platforms (e.g., Confluence).
Familiarity with the Microsoft Power Platform (Power Apps, Power BI), Viva Insights, and Microsoft Copilot.
IT service management experience with ServiceNow and project tracking with Jira.
Ability to problem solve across the application, middleware, and infrastructure levels.
Ability and willingness to learn quickly, accept challenges/changes, and work independently with minimal direction.
Ability to clearly communicate problem/resolution process to customers and management.
Must be detail oriented and self-managing.
Must be able to determine how environment changes impact customers and other systems.
Strong customer service skills with a focus on delivering value-added collaborative services.
Strong analytical and problem-solving skills.
Stakeholder engagement skills with proven ability to engage and secure buy-in from business, technical, and executive stakeholders.

Nice To Haves

Relevant certifications highly preferred, such as Microsoft 365 Certified: Teams Administrator Associate, Messaging Administrator Associate, Identity and Access Administrator Associate, or Enterprise Administrator Expert.
Adjacent/desirable skills: DNS, network protocols, firewalls, load balancing (e.g., NetScaler), InfoBlox, network security, architecture design, disaster recovery, and compliance standards.

Responsibilities

Designs, implements, and supports enterprise collaboration systems across the Microsoft 365 ecosystem, focusing on performance, security, availability, and user experience.
Serves as a subject matter expert for collaboration technologies in a 24x7 enterprise environment.
Architects, deploys, and administers Microsoft 365 collaboration workloads, including Exchange Online, SharePoint Online, Microsoft Teams, OneDrive for Business, and Entra ID.
Designs and manages enterprise mail flow, mail routing, and email security/hygiene using Proofpoint, Exclaimer, and Retarus.
Administers and supports Teams Telephony (voice), Teams Rooms devices, and enterprise meeting room infrastructure.
Designs, architects, and supports Amazon Connect (AWS Connect) cloud contact center solutions, including contact flows, call routing, queues, and integrations with business, identity, and reporting systems.
Designs, architects, and manages enterprise telephony with Microsoft Teams Phone (Calling), including voice routing, dial plans, calling policies, auto attendants, call queues, and emergency calling.
Manages integrations with telephone service providers and carriers via Direct Routing, Operator Connect, and SIP trunking, including number management, porting, provisioning, and serving as liaison to carriers for voice service issues.
Administers secure and SMS-based messaging platforms, including AWS Wickr.
Develops and maintains automation and scripting with PowerShell and Power Automate, and manages scheduled workloads through Tidal.
Builds low-code applications and reporting solutions with Power Apps and Power BI, and supports adoption of Viva Insights and Microsoft Copilot.
Manages data protection and backup for collaboration data using Commvault Metallic, and administers Exchange On-Premises (hybrid) and Windows Server as required.
Leads compliance, monitoring, and auditing efforts using Microsoft Purview, Veritas eDiscovery, SolarWinds, and Trueview.
Performs content migrations and lifecycle management with ShareGate, and maintains knowledge bases in Confluence.
Manages incidents, problems, changes, and service requests in ServiceNow, and tracks project work in Jira.
Serves as a Lead Engineer on collaboration engagements and works directly with Project Management, vendors (e.g., Microsoft), and customer teams.
Serves as liaison to vendors to facilitate problem resolution.
Provides mentoring, coaching, and guidance on BTS standards and quality expectations to Systems Administrators and employees entering the job family.
Defines standards, design patterns, and configuration policies for collaboration services, including mail routing, retention, security, and access.
Ensures the integrity, security, and availability of all collaboration services in a highly available, 24x7 enterprise environment, and provides second- and third-level support.
Manages end-user accounts, permissions, access rights, and storage allocations in accordance with best practices for privacy, security, and regulatory compliance.
Documents collaboration architecture and topology diagrams, develops technical documentation, and contributes to written proposals.
Conducts research on emerging collaboration products, services, protocols, and standards.
Maintains and continuously improves service performance, reliability, and security, including performance tuning and capacity planning.
Participates in an on-call rotation (PIC) as required.