Tier 2 Collaboration Engineer

ADVANCED NETWORK MANAGEMENT INC • Albuquerque, NM

6h • Onsite

About The Position

ANM is seeking a skilled and customer-focused Tier 2 Collaboration Engineer to join our Managed Services team. In this role, you will act as the primary escalation point for unified communications and collaboration-related support issues, handling priority incidents involving voice, video, messaging, and contact center technologies. The ideal candidate will possess strong technical expertise in Cisco collaboration solutions, excellent troubleshooting and communication skills, and a passion for delivering exceptional customer support. You will work closely with Service Desk and cross-functional teams to provide proactive, reactive, and preventative managed services while serving as a trusted advisor and extension of our clients’ IT Operations teams.

Requirements

• Advanced professional-level collaboration certifications required (e.g., CCNP Collaboration, or Cisco specialist certifications in UC technologies).
• 3+ years of experience with Cisco unified communications and collaboration technologies.
• Proficiency with at least three of the following technologies for three or more years: Cisco Unified Communications Manager (CUCM) administration and troubleshooting, Cisco Unity Connection voicemail and auto-attendant systems, Cisco Unified Contact Center Express (UCCX) or Unified Contact Center Enterprise (UCCE), Cisco Expressway-C / Expressway-E and Cisco Meeting Server (CMS), SIP trunking, H.323 gateways, CUBE, SRST, and MGCP configurations, Cisco IM and Presence (IMP) and Cisco Jabber, Voice and video QoS design, troubleshooting, and optimization, Analog and digital voice gateway configuration (ISR/CUBE platforms), Webex Calling, Webex Meetings, and Webex Contact Center, Microsoft Teams voice integration (Direct Routing, Teams Phone).
• Proven ability to translate technical findings into clear, business-aligned recommendations for engineers, clients, and leadership.
• Demonstrated collaboration with Client Success teams to uncover and position new services or projects.
• Excellent verbal and written communication; consistent, customer-focused follow-through.
• Strong mentoring mindset and commitment to continuous learning.
• Ability to work independently and be a self-starter.
• Travel is occasionally required for this position. Must have a valid driver’s license and motor vehicle insurance.

Nice To Haves

• ITIL Foundation (or higher) preferred.
• Experience with Webex cloud administration and hybrid deployment models.
• Experience with ServiceNow, including incident, change, and knowledge management workflows.
• Experience with UC monitoring and analytics tools (e.g., RTMT, CDR/CMR analysis, Variphy, or IR collaboration analytics).
• Experience with API integrations and scripting/programming languages such as Python or PowerShell for UC automation and provisioning tasks.
• Experience with Microsoft Teams Phone System, Direct Routing, or Teams Rooms.

Responsibilities

• Provide diagnostic and restoration efforts for all priority incidents involving collaboration and unified communications infrastructure, as well as provide root cause analysis and publish Root Cause Analysis documents.
• Act as a mentor to Service Desk team members providing technical assistance and guidance on collaboration and UC technologies.
• Clearly and consistently communicate with client IT departments and ANM technical teams about the status and progress on issues.
• Generate and implement clear and consistent documentation of client environments.
• Perform analysis and diagnosis of collaboration infrastructure problems including voice, video, messaging, and contact center systems.
• Evaluate client environments for optimization and improvement opportunities.
• Follow and develop documentation and SOPs for project deliverables and support procedures.
• Support new client onboarding efforts including environment baselining, documentation, and monitoring setup.
• Participate in project activities on an as-needed basis.
• Participate in a rotational on-call schedule for high-priority escalations.
• Invest time in continued education to learn new technologies.

Benefits

• Competitive Salary
• Full benefits package (Medical, Dental, Vision, Life Insurance, short-term and Long-Term Disability)
• Paid Time Off
• 401K Plan
• Flexible Spending Account
• Employee Recognition Rewards
• Career training geared towards professional growth

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed