Staff Unified Communications & Collaboration Engineer

Coupang-posted 3 months ago

$138,000 - $297,000/Yr

Full-time • Mid Level

Seattle, WA

General Merchandise Retailers

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This position is responsible for the day-to-day maintenance and operation of the Corporate IT collaboration systems and SaaS tools. The work also includes support and delivery of system enhancements for all end users from multiple business stakeholders (GO, HR, Finance, Procurement, Sales, etc.). The IT application engineer should maintain SLA goals and is responsible for the installation and implementation of the Corporate IT collaboration system and SaaS tools. They should also form partnerships with business and support teams to drive operational excellence for continuous improvement and contribute to improved operational and business efficiency.

Work collaboratively with IT and business team members to resolve technical and business issues
Troubleshoot production issues of different criticalities with appropriate urgency and maintain the application uptime as per defined SLAs
Perform incident resolution against established SLAs and ensure proper documentation (SOP) of the solution procedure. Support production deployments, break-fixes and releases
Proactively identify, diagnose, take corrective action and resolve application system incidents and problems
Participate in planning sessions regarding application, hardware and software changes
Actively engaged in pre- and post- implementation reviews
Perform & oversee the troubleshooting, bug fixing, testing, and production deployment activities
Handle service request queue monitors and fulfill business and product support requests, both on and offline
Collaborate closely with IT team and vendors to understand the architecture and design and as warranted submit change requests for system improvements
Document, communicate and escalate technical issues, manage to resolution and articulate business impact
Comply with and create/update policies and procedures, including standard operating procedure (SOP)
Scripting and automation using tools such as Groovy, Python, Script language, etc.
Developing a run book and internal knowledge base for ServiceNow, Jira, Wiki, Groupware, and other SaaS applications

Bachelor's degree in IT, Information Security, Computer Science, or equivalent experience
5+ years of hands-on experience in a dedicated UCC/Collaboration Architecture and Engineering role
Hands on experience with M365, Slack, Zoom and Google Workspace
Deep understanding of writing and managing scripts for platform automation and configuration management (e.g., PowerShell, Python, or equivalent)
Strong understanding of networking fundamentals as they relate to voice and video quality (e.g., QoS, latency, jitter)

Comprehensive knowledge of advanced telephony/voice technologies, including SIP, SBCs, and direct routing configurations
Proficiency with Zoom Phone deployment and management (including high-scale provisioning), Zoom Rooms architecture, and advanced security/compliance configuration for Meetings and Webinars
Expertise in Slack Enterprise Grid management, advanced security policies (DLP, eDiscovery), third-party app management, and automation using Slack APIs
Certifications such as Microsoft 365 Certified: Enterprise Administrator Expert, Zoom Phone Admin, or equivalent

Medical/Dental/Vision/Life, AD&D insurance
Flexible Spending Accounts (FSA) & Health Savings Account (HSA)
Long-term/Short-term Disability
Employee Assistance Program (EAP) program
401K Plan with Company Match
18-21 days of the Paid Time Off (PTO) a year based on the tenure
12 Paid Holidays
Paid Parental leave
Pre-tax commuter benefits
MTV - [Free] Electric Car Charging Station

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