Lead Collaboration Solutions Engineer

2 weeks ago

Dallas, Texas, United States General Datatech Full time
Company Overview
General Datatech (GDT) is recognized for employing the most skilled, experienced, and certified professionals in the field. Our commitment to a customer-centric business model has positioned us as a leader in innovation, solution provision, and shared service expertise.

Our Mission
To ensure that our Managed Services division operates as the most efficient, effective, and dynamic component of GDT's overall structure.

Role Overview
The Lead Collaboration Solutions Engineer will play a crucial role in providing comprehensive operational support as part of our esteemed Global Operations Engineering Teams. This position is primarily focused on the successful delivery of GDT's One Services support offerings.

Key Responsibilities
  • Actively promote engineering efficiencies, demonstrating a strong commitment to employee retention and satisfaction.
  • Deliver end-to-end operational support, including onboarding processes for new and existing clients, data collection, and reconciliation.
  • Provide customer-centric, solution-oriented support while adhering to service level agreements (SLAs).
  • Offer recommendations based on thorough, data-driven analysis.
  • Consistently show initiative and dedication to optimizing systems and processes.
  • Collaborate with both technical and non-technical teams within GDT, as well as with partners, vendors, and clients.
  • Work closely with colleagues to troubleshoot complex client issues and document effective solutions.

Qualifications
The ideal candidate will possess the ability to work directly with project teams, clients, account teams, and business units to ensure successful project delivery. Key qualifications include:
  • Experience in creating Customer Requirements Documents (CRDs), High-Level Designs (HLD), Low-Level Designs (LLD), integration and acceptance test plans, and assessment reports.
  • Ability to stay updated on new releases and adapt to technical changes within the collaboration domain.
  • Proficiency in implementing, managing, and troubleshooting collaboration systems.
  • Strong working knowledge of Cisco collaboration components.
  • Experience with contact center application scripting and reporting platforms.
  • Understanding of various telecommunications standards and protocols.
  • Experience in troubleshooting telecommunications equipment and technologies.

Knowledge, Skills, and Abilities
The candidate should demonstrate:
  • Excellent communication skills and effective vendor coordination.
  • Strong problem-solving abilities and conflict management skills.
  • The capacity to work effectively in a remote, virtual, and global environment.
  • A solid understanding of Cisco UCCE Contact Centers.

Equal Opportunity Employer
GDT is an equal opportunity employer. All applicants and employees are considered for positions and evaluated without regard to any protected status unrelated to job performance.

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