UC COLLABORATIONS SPECIALIST - INTERMEDIATE - 05152026-77732

Job Information

LOCATION OF (1) POSITION(S) TO BE FILLED: DEPARTMENT OF FINANCE & ADMINISTRATION, DAVIDSON COUNTY

Hybrid

FTI / CJIS Finger Prints and Name Based Background Check. This position requires a criminal background check. Therefore, you may be required to provide information about your criminal history in order to be considered for this position.

Qualifications

Education and Experience: Bachelor's degree and one year of relevant experience in supporting voice, video conferencing or audiovisual systems.

Substitution for Bachelor's degree: Relevant IT Associate's Degree.

OR

An Associate's degree and two years of related IT experience may substitute for the bachelor's degree requirement.

Substitution of Experience for Education: Related IT experience may substitute for the required bachelor's degree on a year-for-year basis to a maximum of four years.

Overview

Under direction this classification supports enterprise-level Unified Communications and Collaboration (UCC) technologies, including voice, video conferencing, and audiovisual systems. Provides technical support, system integration, and user training. Entry to mid-level role in the UCC Specialist series. Focuses on operational support, equipment setup, and user services. Differs from the advanced level by handling less complex issues and configurations.

Responsibilities

Key Job Responsibilities

1. Assists the UC Collaboration team with enterprise technical support, equipment configuration, and projects for unified communications and audiovisual collaboration systems. Processes Tier 2 and Tier 3 troubleshooting tickets across voice, video, and collaboration platforms; provides support to end users and agency IT staff for device configuration, unified communications software and hardware, account administration, and platform-specific products and services including Cisco IP phones, Webex calling, Microsoft Teams, and integrated room systems; assists with the creation of equipment configuration models for phone and call management systems, voicemail systems, contact center applications, and call routing gateways; assists with the operation and support of integrated audiovisual presentation systems, video conferencing systems, and web collaboration applications.
2. Participates in technology upgrades, migrations, and expansion projects. Installs, configures, and tests unified communications and audiovisual collaboration hardware and software; supports the migration of users and services from on-premise infrastructure to cloud-based platforms including Webex Cloud Calling and Dedicated Instance; researches new and modified hardware and software products to determine performance, compatibility, and interoperability within the enterprise environment; participates in integration testing and user acceptance testing for new platforms, features, and automation tools; assists with provisioning automation workflows including tools such as Kurmi and ServiceNow integrations.
3. Gathers and analyzes data pertaining to platform performance, user adoption, and system utilization to support operational and strategic decision-making. Works with project managers and senior team members to identify, monitor, and interpret platform performance data to ensure sufficient availability, reliability, and capacity; pulls and interprets utilization reports from platforms including Cisco Control Hub and ServiceNow; assists with data collection to support contact center performance monitoring, AI feature adoption tracking, and infrastructure lifecycle planning; uses data to support disaster recovery planning and capacity modeling.
4. Maintains, prepares, and develops documentation related to unified communications and collaboration platforms, software, and related systems. Prepares and maintains detailed network specifications, configuration records, process and procedure documents, spreadsheets, diagrams, and architecture drawings; updates documentation to reflect equipment settings, software revisions, firmware updates, and configuration changes; develops conceptual, logical, and physical network and system designs under the guidance of senior team members; maintains standard operating procedures for voice, video, and collaboration platforms including cloud-hosted and on-premise environments.
5. Deliver product education and training information to enterprise learning management for education of end users and agency staff on unified communications and collaboration technology. Develops documentation and learning materials for product education sessions; organizes and delivers skills transfer sessions for end users and agency IT staff on platforms including Microsoft Teams, Webex, Slido, Vidcast, and integrated room systems; assists with onboarding communications for new feature rollouts and platform migrations.
6. Assists with the integration and automation of voice and video technologies to meet the evolving needs of the enterprise. Assists with building and modifying provisioning workflows that enable state agencies to perform standard installation and modification of voice and video platforms; supports the configuration of voice and video infrastructure including call routing gateways, session border controllers, and audiovisual components; learns to work with automation platforms and AI-assisted tools to improve provisioning efficiency, reduce manual effort, and support self-service capabilities for agencies; stays current on emerging AI capabilities within enterprise communications platforms and assists with evaluation and testing of new features.
7. Monitors and supports contact center and collaboration infrastructure with an awareness of AI-driven capabilities. Assists with the monitoring and support of contact center platforms including UCCX, Webex Contact Center, and CXOne; learns to support AI-assisted features including Agent AI, virtual agent configuration, meeting transcription, and noise cancellation; assists with the evaluation of AI-driven tools that improve citizen experience, agent productivity, and operational efficiency; supports testing and piloting of new AI features as they are introduced across the platform portfolio.
8. Stays current on advancing technologies in enterprise communications, AI, and collaboration. Attends webinars, vendor briefings, and industry events related to unified communications, AI, and collaboration technologies; reads industry publications and vendor roadmap documentation; applies knowledge gained to evaluate upcoming technologies for potential use within the state enterprise; participates in platform-specific training and certification programs relevant to Cisco, Microsoft, and related collaboration technologies.

Competencies (KSA's)

Competencies:
1. Instills Trust
2. Business Insight
3. Communicates Effectively
4. Manages Complexity
5. Tech Savvy

Knowledges:
1. Customer and Personal Service
2. Engineering and Technology
3. Telecommunications
4. Computers and Electronics
5. Education and Training

Skills:
1. Complex Problem Solving
2. Equipment Maintenance
3. Installation
4. Systems Analysis
5. Operations Analysis

Abilities:
1. Deductive Reasoning
2. Inductive Reasoning
3. Information Ordering
4. Mathematical Reasoning
5. Sound Localization

Tools & Equipment

1. Laptop with latest version of Windows Professional
2. MS Office
3. Acrobat
4. Visio
5. Webex

TN Driver Standards

State of Tennessee positions that may involve driving responsibilities require candidates to meet the following minimum driver qualifications:

• A valid driver's license
• For the past five years, the candidate's driver record must not have record of the following violations: driving under the influence (DUI), reckless driving, license suspension for moving violations, more than 4 moving violations.

Please include your Driver's License Information under the Licenses and Certifications section of your application.

**Agencies may allow an exception based on other factors.