The Colleague Technology Collaboration Services Sr. Engineer performs a critical role in defining and implementing the end user delivery strategy. This role within the Colleague Technology Services department offers the opportunity to be part of the evolution of end user collaboration and productivity technology across the enterprise. It will design and build of detailed infrastructure solutions/repeatable patterns (build-kits) for non-production and production environments; transitioning knowledge to infrastructure operations and it will provide 3rd level support when needed due to escalations and advance troubleshoot is required.
The ideal candidate is an expert collaboration and productivity product engineer who has proven experience designing, developing, implementing and maintaining a standard delivery and operations model. The candidate applies this expertise across all aspects of the end user service design framework to deliver a superior colleague experience which is scalable, sustainable and supportable.
Primary responsibilities include:
+ Cisco Jabber, Teams Instant Messaging & Presence (IM&P)
+ Cisco Collaboration Edge and Video applications to include Video
Communications Server (VCS) and/or Expressway
+ Crestron fusion, scheduler setup and engineering
+ Cisco IP phones and Jabber soft clients (Windows, Mac, and mobile OS)
+ Responsible for all aspects of maintaining, configuring, and sustaining the Cisco Unified Communications environment (VOIP, Video, IM, Webex, Contact Center) plus Microsoft Exchange integration.
+ Work with Cisco to design, architect, and engineer solutions
+ Work with clients and stakeholders to solve for tactical operational issues while also creating long-term strategic roadmap
+ Assists and collaborates with Network, Server, Storage and overall IT teams and technology partners to develop network design for all UC applications.
+ Responsible for creating engineering, build & configuration documentation, as well as training Operations teams
+ Working knowledge of Windows servers, LAN technologies (Layer 1, Switching, etc.) and collaborates cross-team in support of remote business units.
+ Develops and owns the technical design and operational procedures documents for the collaboration and productivity environments and services.
+ Collaborates with information security, distributed compute and other teams to develop a rigorous service portfolio.
+ This is not a day-to-day operations role, but will troubleshoot complex application issues within the end user environment providing 3rd level support function for issue escalation as well as vendor relationships.
+ Develop tools and processes for information gathering and configuration changes within the environment.
+ Provide technical guidance based on business line solution requirements, serves as SME on project initiatives, risk reviews and audits.
+ Ability to occasionally work or assign work during nights/weekends during critical incidents or major project implementations.
+ Provide input while handling critical incidents, outages and root cause analysis.
+ Maintain currency in end user market trends and participate in industry workgroups as needed.
+ Performs other job related duties as assigned.
+ 5 to 10 years and expert knowledge in many areas of the role's technology focus including service design, monitoring, alerting, management, integration & migration, backup & disaster recovery, in a large, geographically distributed organization with multiple data centers and which are operated by 3rd party managed services partners (IBM, Cisco, Microsoft).
+ Experience with Microsoft Exchange on-premise and/or cloud integration with Cisco Jabber, WebEx, Softphone and Teams solutions
+ Understanding of Cisco UCAAS
+ Experience with Crestron fusion scheduler engineering or other related tools
+ Experience with reporting and automation with propack, API integration
+ Understating of Voice Gateways (analog, digital and SIP) and dial plan design.
+ Experience with WebEx boards, Room kits - Video end points
+ Experience with Microsoft office tools
+ Understand Active Directory group policies, and its application
+ Ability to write reports, business correspondence and procedures manuals.
+ Document successful implementation techniques based on industry established best practices.
+ Understanding change management and incident management
+ Ability to maintain a detail oriented approach while multitasking in a fast paced environment.
+ Able to create high-quality engineering and operational runbooks and procedural documentation.
+ Dedication to improving knowledge of the technology domain throughout the organization.
+ Able to speak and write English at a professional and technically proficient level including understanding of good documentation practices.
+ Experience operating in a regulated environment, healthcare, banking etc. is a plus.
Education, Certifications and/or Other Professional Credentials:
+ Bachelor's degree in an engineering, IT, or related discipline.
Hours & Work Schedule
Hours per Week: 40
Work Schedule: M - F
Why Work for Us
At Citizens, you'll find a customer-centric culture built around helping our customers and giving back to our local communities. When you join our team, you are part of a supportive and collaborative workforce, with access to training and tools to accelerate your potential and maximize your career growth.
Equal Employment Opportunity
It is the policy of Citizens Bank to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, ethnicity, religion, gender, pregnancy/childbirth, age, national origin, sexual orientation, gender identity or expression, disability or perceived disability, genetic information, citizenship, veteran or military status, marital or domestic partner status, or any other category protected by federal, state and/or local laws.
Equal Employment and Opportunity Employer/Disabled/Veteran
Citizens Bank is a brand name of Citizens Bank, N.A. and each of its respective subsidiaries.