Senior Collaboration Technical Services Systems Integration Specialist / Technical Lead

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Your day at NTT DATA

The Senior Collaboration Technical Services (TS) Systems Integration Specialist / Technical Lead is an advanced subject matter expert who is involved in highly complex environments for installation, integration, deployment, configuration and fault management.

This role is able to compile technical specifications in a clear, concise, unambiguous manner to explain the advantages and disadvantages of options leading to the final solution and are able to create alternative solutions as backup planning.

This role works towards expert level certification, whilst at the same time developing business knowledge.

What you'll be doing

Key Responsibilities:

• Interacts with clients on site and remote to meet more complex requirements of a solution.
• Escalates unresolved problems and issues to the relevant third parties.
• Delegates lower complexity tasks to engineers and technicians.
• Assumes responsibility for the coordination of the activities of the engineers, in line with performance targets, leading by example and monitoring the quality of engineer's and technician's work when required.
• Writes reports and proposals and completes and maintains project documentation.
• Assists with the documentation of standard operating procedures relating to installations and fixes.
• Acts as coach and mentor to more junior Implementation Engineers and Technicians.
• Assumes responsibility for the coordination of the activities of the Engineers, in line with performance targets.
• May be required to serve periodically on the customer service desk, providing third line telephonic, remote and on-site support and problem management.
• Included in complex design work, with input to the design expected.
• Expected to take ownership of relevant technologies according to domain or specialization.
• Engages vendors for priority escalations or bugs found during deployments.
• Performs any other related task as required.

Knowledge and Attributes:

• Advanced knowledge of IPT Voice and Analog Gateways, maintenance, upgrades, refresh, troubleshooting, etc.
• Advanced knowledge of technical support of the Organizations Cisco Unified Collaboration (UC) related technologies.
• Updating of As Built documentation of infrastructure and work instructions.
• Advanced understanding and appreciation of technical design and business principles.
• Advanced project fundamental and administration ability.
• Advanced project fundamentals which are demonstrated in the execution of installations and other assignments.
• Advanced customer engagement skills.
• Advanced relevant domain specialist knowledge.
• Excellent verbal communication skills.
• Client focused and displays a proactive approach to solving problems.
• Advanced ability to coach, mentor and provide guidance to team members.
• Ability to take ownership as technical lead during project lifecycle.
• Strong knowledge and extended expertise in dial plan designs and implementation.

Academic Qualifications and Certifications:

• Bachelor's degree or equivalent in Information Technology or Computing or related field.
• Valid CCIE Collaboration Certification required.
• ARC and Call Cabinet expertise is advantageous.

Required Experience:

• Advanced work experience in technical implementation engineering, specific to Collaboration technologies.
• Advanced experience engaging with clients and conducting presentations.
• Advanced report writing experience.
• Advanced good project management experience.
• Advanced experience with Cisco Unified Communications Manager, Cisco Unity Connection, Cisco Unified Contact Centre Express, Cisco Attendant console, Cisco IMP, Cisco Customer Collaboration Platform and Expressway in enterprise deployments, including bulk administration, provisioning and management of endpoints and user accounts in large-scale systems.
• Advanced experience with voice gateways: MGCP, SIP, H.323, SCCP, digital PRI/E1, analog FXO/FXS.
• Advanced experience with Border Element, media resources, SRST/SRSV.
• Advanced experience with Cisco Unified Contact Centre Express, including but not limited to UC Manager integration, scripting, high availability clustering.
• Advanced experience with design and implementation for UC environment.
• Advanced experience with CME/CUE.
• Advanced experience with virtualization, specifically VMware, Cisco UCS B/C-Series servers & wireshark.
• Advanced experience with Cisco TelePresence video solutions.
• Advanced experience with Cisco audio and video conferencing solutions.
• Advanced experience with Webex Calling and Webex Contact Centre solutions
• Advanced experience with voice carrier systems such as Openserv, Neotel, Vodacom, MTN, Experience with multi-cluster call manager environments.

Workplace type:

Remote Working

About NTT DATA
NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.

Equal Opportunity Employer
NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.