Job Title: Unified Collaboration Engineer Job Function: Consultant Job Type: Contract (40 hours per week) Location: Hybrid Work Week with 40% Remote, 60% onsite at one of the client's designated office locations in either Charlotte, NC; Chicago, IL; Colorado Springs, CO; Dallas, TX; Fargo, ND; Florham Park, NJ; Garden City, NY; Houston, TX; Jacksonville, IL; Lenexa, KS; Los Angeles, CA; Lubbock, TX; Mt Juliet, TN; New York, NY; Purchase, NY; or Topeka, KS About RCM: RCM IT & Life Sciences is a leading provider of IT Business Solutions and Engineering Services to over 1,000 clients in the commercial and government sectors. RCM partners with clients to define implement and manage a broad range of technologies across multiple platforms, systems, and networks. Our broad geographic presence ensures that a proven and reliable tactical and strategic capability is available and deployable virtually everywhere in North America. Scope of Job The chosen candidate will be responsible for operations and build out of user facing capabilities in our Webex based UCC environment. The engineer will focus on broad end user functionality and expanding targeted value add capabilities to a wide variety of business groups. Unified communications and collaboration (UCC) means much more than video conferencing. In the hybrid workplace, users connect through voice and phone, presence, video conferencing, messaging, live chat, file sharing, screen sharing, whiteboarding, webinars, and live streaming. Primary Responsibilities

　　Proactively manage and keep collaboration systems operational

　　Identify new use cases, glean from various channels including trouble tickets and other end user interactions

　　Build out and implement new capabilities to support increased productivity.

　　Collaborate with UX team to ensure pro-active communications, training and good documentation are available to the user community.

　　Optimize users' collaboration experience, involving compute and network. Develop tool set and telemetry

　　Develop knowledge base of self-serve steps for end users to identify cause of performance issues

　　Work on escalated support tickets in the UCC domain

　　Research and Implement alternate solutions and workarounds, including BOTs, to fill and workaround feature gaps in the standard Webex products

　　Ability to interact with end users, to understand their use cases and issues

　　Excellent communication and documentation skills

　　Team Player

　　Resourceful and self-starter

　　Pro-active customer support, working tirelessly to anticipate end user issues

　　Specific Technical Responsibilities (in order of level of need) to include the following:

　　Proficiency across the Webex suite of products

　　Cisco Certification CCNP Collaboration

　　Intermediate level IP networking knowledge

　　Strong understanding of hybrid Webex/UCC environments, including O365 on cloud

　　Be familiar with-

　　Monitoring Webex components' health

　　Write Standard Operating Procedures and Knowledge Articles, as needed, for support staff

　　Be able to troubleshoot Cisco UC system, including-

　　Webex Control Hub

　　Cisco Directory Connector

　　Proficient with use of tools including WBX Tracer, Wireshark and Fiddler

　　Knowledgeable with Quality of Service, as applicable to UCC

　　Security concepts knowledge

　　Be able to act on certificate expirations, CSR generation etc.

　　Enhancement abilities-

　　Scripting

　　REST/XML API familiarity

　　Ability to implement BOTs

　　Education & Certifications

　　CCNP Unified Communications certification

　　Equal Opportunity Statement RCM is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Disclaimer This job description is intended to describe the general nature and the level of the work being performed by the people assigned to this position. It is not intended to include every job duty and responsibility specific to the position. RCM reserves the right to amend and change responsibilities to meet business and organizational needs as necessary. #Monster