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Job Purpose

Intercontinental Exchange, Inc. (ICE) is a leading operator of global exchanges, clearing houses, data, and listings services. We connect businesses around the world to unique opportunities in markets that drive the global economy. We are a diverse and inclusive company that values innovation, collaboration, and excellence. ICE team members work across departments and traditional boundaries to innovate and respond to industry demand. A successful candidate will be able to multitask in a dynamic team-based environment demonstrating strong problem-solving and decision-making abilities and the highest degree of professionalism.

We are seeking a highly motivated individual to join our team as part of the Enterprise Collaboration department. The candidate will provide comprehensive support, administration, and continuous improvement of enterprise voice, video, contact center, and collaboration platforms, ensuring seamless communication across various platforms using both on-prem and cloud solutions.

Responsibilities

• Own the Tier 1 / Tier 2 / Tier 3 operating model and overall service delivery performance across enterprise voice, collaboration, contact center, and recording platforms.

• Lead complex technical escalations, major incidents, service restoration coordination, and operational decision-making for supported platforms.

• Plan, test, and oversee upgrades, migrations, fix deployments, and lifecycle initiatives across on-prem and cloud environments.

• Manage day-to-day operational priorities, ticket queues, escalation paths, on-call coverage, and service review activities.

• Oversee administration and optimization of the full enterprise collaboration systems stack, ensuring standardization and operational consistency.

• Work with project managers to allocate team resources, support delivery milestones, and ensure effective transition from project to operations.

• Manage internal training, cross-training, technical standards, and knowledge-sharing across the team.

• Assess technology trends, evaluate vendor solutions, and make recommendations to improve platform capabilities and end-user experience.

• Lead planning and design activities for new deployments, architectural improvements, and service enhancements.

• Lead Analysts, Engineers and cross-functional teams while fostering accountability and growth.

Supported Systems

• Cisco Unified Communications (CUCM, Unity Connection)

• Cisco Expressways

• Cisco Meeting Server

• Cisco Voice Gateways / SBC (CUBE, SIP, MGCP)

• Zoom (Meetings, Phone, Webinars, Events)

• Webex (Calling, Meetings, Contact Center)

• Contact Center platforms (Webex Contact Center / UCCE / UCCX)

• Voice Recording/QM/WFO platforms (Calabrio, Redbox)

• Emergency services platforms (RedSky)

• Reporting and administration tools (Variphy, Akkadian, CDR / SNMP)

• Trading turrets (Cloud9, BT, IPC)

• Virtualization platforms (VMware / ESXi / vCenter)

• Automation and scripting tools (PowerShell, Python, APIs)

• Microsoft Teams Phone / SBC

Knowledge and Experience

• 10+ years of experience in a medium to large sized organization supporting enterprise collaboration, Cisco UC, Microsoft Teams, Webex, and Zoom environments.

• People Management experience 

• Expert knowledge of Cisco Unified Communications Manager and Unity Connection.

• Expert knowledge of configuring and troubleshooting Cisco voice gateways and SBCs, including MGCP, SIP, and CUBE deployments.

• Expert knowledge of Microsoft Teams Phone and SBC administration.

• Expert knowledge of Zoom, Webex, and associated collaboration services.

• Expert knowledge of call center platforms such as Webex Contact Center, UCCE, or UCCX.

• Expert knowledge of voice recording platforms in both on-prem and cloud deployments.

• Knowledge of trading turret platforms such as Cloud9, BT, and IPC.

• Proficient knowledge of PowerShell and Python scripting for automation and operational optimization.

• Expert understanding of VoIP, RTP, SIP, MGCP, H.323, call flows, and routing concepts.

• Expert knowledge of CUCM configuration including CSS, partitions, call routing, and dial plan implementation.

• Expert knowledge of virtualization architecture including VMware, ESXi, and vCenter.

• Good knowledge of monitoring and reporting across IPT infrastructure, including SNMP analytics and CDR data.

• Excellent time management skills with the ability to prioritize multiple tasks and projects with limited supervision.

Preferred Knowledge and Experience

• Teamwork: Ability to work effectively with others, leveraging diverse perspectives and skills to achieve common goals and drive results

• Problem Solving and Decision Making: Ability to break down complex problems, evaluate potential solutions, and make informed decisions to drive successful outcomes

• Communication: Must be able to communicate technical details to technical and non-technical people

• Professionalism: Must be able to conduct yourself in a professional manner and leave a positive impression on everyone you deal with. Must approach every workday with a can-do attitude

AI Competencies

• Demonstrates a strong understanding of AI-powered productivity and analytics tools, including their capabilities, limitations, and appropriate use cases.

• Identifies and drives opportunities where AI can enhance team performance and optimize end-user experience, ensuring effective solution adoption.

• Champions the use of AI to streamline workflows, support decision-making, enhance communication, and improve operational efficiency across Enterprise Collaboration initiatives.

• Ensures responsible and ethical use of AI, adhering to organizational standards for data privacy, security, and compliance.