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Company Name:
Approximate Salary:
Not Specified
Location:
Phoenix, Arizona
Country:
United States
Industry:
Other
Position type:
Experience level:
5+ years
Education level:
Bachelor's Degree
Reference Number
521095000
ID
201483
Job Title:
Voice, Conferencing & Collaboration Analyst
85001

Voice, Conferencing & Collaboration Analyst

SRP is one of the largest public power and water utilities in the U.S. providing electricity to approximately one million customers in the greater metropolitan Phoenix area. Since its founding in 1903, SRP has fostered a culture of stewardship and customer service consistently ranking as an industry leader in customer service according to J.D. Power. SRP continues to adapt to its changing business environment by seeking innovative ways to reimagine utility service and the provision of critical resources essential to the life and economy of Arizona.

Job Brief

The candidate will be part of the Unified Messaging & Voice (UMV) team, whose mission is to support industry leading technologies and provide exemplary customer service to SRP stakeholders who rely on our messaging, mobility, voice, conferencing and collaboration services and supporting systems, including: email, calendaring, instant messaging, telephony, video conferencing, mobile communications and the mobility device and application management platform for stakeholders to access SRP applications and data.

 

This position is responsible for designing, implementing, and supporting enterprise-wide voice, conferencing and collaboration platforms to provide consistent, reliable and secure communications services to SRP stakeholders and customers.

 

Voice, Conferencing and Collaboration service offerings and products include:

 

  • Corporate Phone System (Atos Unify, Ribbon SBC, AVST, Empirix)
  • Corporate Voice Recorders (ASC)
  • Dispatch Phone System (Atos Unify, Ribbon SBC, Empirix)
  • Dispatch Voice Recorders (NICE)
  • Enhanced 911 Services (Enable e911)
  • Voice & Video Conferencing (Skype for Business, Polycom Video, Atos Unify, Ribbon SBC, Unify2, WebEx)

Job Responsibilities

  • Support, maintain and monitor SRP’s Voice, Conferencing & Collaboration environment
  • Troubleshoot and determine root causes of complex issues, failures or outages that could include issues with applications, operating systems, services, network connectivity and other infrastructure (e.g. leveraging packet capture technologies, log analysis, etc.)
  • Work within a defined set of IT service management processes and procedures, including: Incident, Request and Change management
  • Work with stakeholders and Information Technology peers to design, deliver and support Voice, Conferencing & Collaboration services and products
  • Provide scheduled after hours rotational support for on-call, security patching, software updates and change controls
  • Support ongoing and future Voice, Conferencing & Collaboration projects based on the technology roadmap

Education

Completion of a Bachelor's Degree from an accredited institution that prepares the employee for the assignment.

Experience

Promotion to Level 2 requires a minimum of two years of experience at Level 1; demonstrated capability to perform advanced and more difficult work as determined by the supervisor. Promotion to Senior Level requires a minimum of three-years of experience at Level 2; is fully competent in all aspects of functional area of assignment and as such would be recognized as a specialist in area of assignment and may have periodic or occasional lead responsibilities.

Additional Information

Requires in-depth working knowledge of and experience with multiple technical areas across a large- scale enterprise environment in the following areas:

 

  • Systems administration in large-scale voice environments
  • Proven experience with SIP Enterprise Telephony
  • Proven experience with VoIP Enterprise Telephony
  • Proven  experience  with Enterprise Telephony and 3rd party application integrations, including: voice mail systems, E911 systems, and voice recorders
  • Microsoft Skype for Business 2015 deployments
  • Windows 2012-16 server Operating Systems
  • Active Directory, Group Policy, NTFS permissions, DNS, Load Balancing
  • Architecting  applications for High Availability and Disaster Recovery
  • Public and Private encryption Key Certificates

 

Preferred requirements include knowledge and experience in the following areas:

  • Network troubleshooting skills in relation to VoIP/SIP
  • Integrating multiple platforms via SIP
  • Skype for Business Enterprise Voice
  • Polycom Video Conferencing
  • Office 365 Hybrid Deployments: Skype for Business, Teams

 

The successful candidate will possess the following strengths:

  • Understanding of the OSI model and general networking concepts as they relate to application architecture.
  • A strong background in client support and demonstrated ability to work with clients of varied technical skill levels.
  • 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 organization with multiple data centers.
  • Expert knowledge and application of Microsoft and/or industry best practices and security principles for enterprise telephony and integrated communication and collaboration solutions.
  • Detail oriented with strong analytical, problem solving and technical troubleshooting skills.
  • Well organized with the ability to manage and prioritize multiple tasks simultaneously.
  • Strong interpersonal skills and the ability to work effectively in a team as well as independently when necessary.
  • Excellent oral and written communication skills, including understanding of good documentation practices.

 

Requisition Details

Requisition ID: 8927

EOE - SRP encourages a diverse workforce

All candidates must be legally authorized to work in the United States.
Currently, SRP does not sponsor H1B visas.

 

Why Work at SRP

 

SRP's success is rooted in our employees' happiness, health and safety. That's why we offer a comprehensive benefits package to meet the needs of our employees and enhance their well-being. In addition to competitive pay and performance incentives, eligible employees can take advantage of the following benefits:

 

• 401(k) plan with employer matching
• Retirement pension
• Paid vacation
• Parental leave
• Holiday pay
• Sick leave
• Medical, vision, dental and life insurance
• Wellness programs
• Pre-tax benefits
• Short and long-term disability plans
• Tuition assistance

 

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