UCC Systems Engineer II

ESSENTIAL DUTIES AND RESPONSIBILITIES AT ALL LEVELS:

• Demonstrated commitment to GCI’s Basic Principles, Mission Statement, Declaration of Principles and diversity, equity, and inclusion (DEI) by promoting and maintaining an inclusive and equitable work environment for all employees and contractors, and in interactions with customers, vendors, and the public.
• ACCOUNTABILITY- Takes ownership for actions, decisions, and results; openly accepts feedback and demonstrates a willingness to improve.
  • Own and manage priorities and individual tasks without direct supervision.
  • Take ownership and accountability of problems and facilitate finding a solution, involving other groups as necessary.
• BASIC PRINCIPLES - Interacts with people in a way that builds mutual trust, confidence, and respect; adheres to GCI’s Code of Conduct for Employees – the Basic Principles.
• COLLABORATION - Works effectively with others to accomplish common goals and objectives; maintains positive relationships even under difficult circumstances.
  • Work collaboratively as a team member, with an eye towards continuous improvement and providing operational excellence.
  • Guide development teams in a manner that creates success and allows for future self-sufficiency. 
  • Foster innovation and promote teamwork, working to resolve problem relationships directly.
  • Build and maintain effective working relationships with leadership, peers, customers, and vendors. 
• COMMUNICATION- Conveys thoughts and expresses ideas appropriately and professionally.
• COMPLIANCE - Follows internal controls; protects confidential information; abides by GCI’s Code of Business Conduct & Ethics.
• CUSTOMER FOCUS - Demonstrates commitment to service excellence; gives high priority to customer satisfaction.
  • Provide a professional level of service to both external and internal customers.
• RELIABILITY - Consistently follows through on assigned tasks as expected; demonstrates timely attendance at meetings, training, and other work obligations.
• RESULTS - Uses a combination of job knowledge, initiative, sound decision making, innovation, adaptability, and problem solving.
  • Strong organizational and time management skills.
  • Excellent troubleshooting and problem-solving skills.
• SAFETY & SECURITY - Supports a safe work environment by following all workplace safety rules and guidelines; complies with applicable Security policies and procedures.
• Highly accountable for results.  Self-directed, takes initiative, and seeks out opportunities.  Creative and consistently seeks out innovative solutions.
• Assesses and accepts risks, learns from mistakes. 
• Excellent ability to manage, prioritize, and track multiple assignments and meet deadlines.
• Excellent ability to work within a team where decisions and responsibilities are shared.
• Must possess excellent verbal and written communication skills.         
• Skilled ability to train users in an informal and formal environment.
• Capable of building and maintaining good relationships with end users, management, and fellow IT personnel
• Build and maintain relationships with system vendor SLA monitoring and conflict resolution. 
• Build and maintain effective working relationships with leadership and peers. Work to resolve problem relationships. 

TECHNCIAL COMPETENCIES:

• Skilled at leading technical teams to complete projects that meet scope, schedule, and budget.
• Proven knowledge to comply with IT industry best practices, such as ITIL. 
• Demonstrated ability to discern and resolve the root cause of problems in complex environments.
• Advanced ability to analyze the impacts of changes on systems and take the necessary steps to ensure successful implementation while minimizing impacts. 
• Demonstrated ability to support enterprise-wide Unified Communications and Collaboration solutions such as ACD/Contact Center (e.g., Genesys Cloud), VoIP, IM (e.g., MS Teams), CMS (e.g. SharePoint), Unified Endpoint Management tools (e.g., KACE, Jamf, Intune), and VDI Management.         
• Intermediate knowledge of databases (e.g., SQL, Oracle, MongoDB).       
• Intermediate knowledge of operating systems such as MS Windows, OS X, Server, and UNIX as well as Android and iOS.
• Must possess strong knowledge of client/server software environments, database fundamentals, SQL, and reporting tools. 
• Intermediate knowledge of office productivity applications (e.g., Word, Excel, PowerPoint, Visio, SharePoint, etc.)
• Basic knowledge of Atlassian Confluence and Jira applications

Level Definition

Position Title: UCC Systems Engineer II

Grade: E06

Additional Job Requirements:

This mid-level UCC System engineer position requires moderate skill and proficiency in the discipline.  Conducts work assignments of increasing complexity, under moderate supervision. providing technical and administrative support for the company’s UCC systems and related applications. Responsible for creating intuitive user experiences using design concepts for research and planning and supports senior teams and management with related solutions and projects and ticket queue management as they apply to current and future business needs. 

Application Development and Project Support: 

• Provide technical leadership and guidance on all projects that directly or indirectly involve Unified Communications and Collaboration systems and related applications.
• Involved in project planning, engineering, design, and documentation.
• Responsible for solution/product research, due diligence, and pre-project documentation.
• Involved in all requirements gathering and ongoing project documentation where applicable.
• Responsible for hardware and software installations and configurations, system testing, deployments, and system “Go-Lives” as well as post Go-Live support and final release of solution to end-users.

Application Support: 

• Evaluate existing configurations for efficient/effective options.  Present findings to end-users/business units.  Provide solutions and solution alternatives to customers.
• Train and support Administrators to effectively support applications. 
• Troubleshoot and resolve incidents and problems.   Responsible for tracking, updating, and completing all issues via the ticketing system.
• Make routine configuration changes per change requests. 
• Test routine software and hardware configuration changes following appropriate change management procedures.
• Produce performance, productivity, and outage reports as needed and ad hoc reporting as requested.
• Maintain system, infrastructure, training, and support documentation for existing applications where appropriate.

Minimum Qualifications:

Required: *A combination of relevant work experience and/or education sufficient to perform the duties of the job may substitute to meet the total years required on a year-for-year basis

• Bachelor’s degree in Engineering, Information Technology/Systems, Computer Science, or related field. *
• Minimum of four (4) years of relevant experience in any combination as noted below: *
  • Progressive experience in any combination of Systems Administration, Engineering, or equivalent technical support environment. 
  • Contact Center Systems Engineer, Atlassian Confluence/Jira Administration, Unified Endpoint Management tools (e.g., KACE, Jamf, Intune) Administration, or VDI Management experience. 

Preferred:

• Relevant telecom industry or job specific certifications. 

DRIVING REQUIREMENTS: 

This position may require access to reliable transportation for occasional travel between retail store locations, offices, worksites, or other locations as needed.

• Work is primarily sedentary, requiring daily routine computer usage.
• Ability to work shifts as assigned, work in standard office/home office setting, and operate standard office equipment.
• Ability to accurately communicate information and ideas to others effectively.
• Physical agility and effort sufficient to perform job duties safely and effectively.
• Ability to make valid judgments and decisions. 
• Available to work additional time on weekends, holidays, before or after normal work hours when necessary. 
• Must work well in a team environment and be able to work with a diverse group of people and customers.
• Virtual workers must comply with remote work policies and agreements.