User Collaboration Specialist

Position Summary

The User Collaboration Specialist oversees the administration, hardware, and application support for analog and IP telephony and video conferencing systems across statewide court locations. Reporting to the User Collaboration Supervisor, this position develops custom scripted solutions, manages third-party telecommunications and vendor service delivery, and provides hands-on technical support to ensure reliable, high-availability collaboration services.

Typical Duties and Responsibilities

Designs, plans, installs, configures, maintains, and supports hardware related to analog and IP telephony (IPT) systems and voice gateways across court locations.

Designs, installs, configures, maintains, and supports software related to analog and IP telephony, including Cisco Call Manager, Cisco UCCX, and Cisco Unity. Supports integration with specialized applications such as WebEx, Xmedius Fax Server, and security systems.

Analyzes and re-engineers video conferencing systems to meet current and future user requirements. Conducts cost-benefit analyses and implements approved system design changes from start to finish.

Develops, maintains, and supports coded scripts for Cisco UCCX to automate IT operations and support multiple Help Desk call flows.

Configures, maintains, and supports the enterprise fax server solution and its integration with the IP telephony infrastructure.

Configures, maintains, and supports integration between the IP telephony infrastructure and proprietary security camera, door buzzer, and remote-site security systems.

Monitors the status of the IP telephony infrastructure using approved methods and follows established alert notification and escalation procedures.

Uses the designated IT service management application to receive, respond to, and track trouble tickets through resolution.

Coordinates with telecommunications carriers and third-party vendors to support ongoing technical operations, service provisioning, and system changes.

Supports hosted WebEx services and on-premises infrastructure by maintaining user accounts, training new users, and staying current on new WebEx features.

Provides end-user training on enterprise phone systems.

Partners with the procurement office to ensure hardware and software licenses are properly maintained.

Analyzes hardware, configurations, and processes to identify opportunities for improvement.

Creates and maintains documentation detailing logical and physical hardware configurations, system backups, and disaster recovery procedures.

Required Qualifications and Additional Requirements

Successful completion of a criminal background check.

Experience with Cisco enterprise phone systems is required.

Working knowledge of Cisco Call Manager, Cisco UCCX, Cisco Unity, WebEx, and Xmedius Fax Server.

Hands-on experience with Cisco on-premises IP telephony (IPT) infrastructure is required. Candidates whose experience is limited to other phone systems will not be considered.