Information Technology Architect 1 (Unified Communications Lead)

Under the direction of the Communication & Collaboration Manager (Manager Info Tech Services 1), SG27, the Information Technology Architect 1, SG-25, will serve as the Unified Communications Lead overseeing the Unified Collaboration as a Service (UCaaS) and Contact Center as a Service (CCaaS) team within the Information Technology Bureau. The incumbent will perform a critical role in developing, deploying and maintaining the OAG’s UCaaS solution. The incumbent is responsible for managing a team of talented UCaaS professionals to ensure the continued success of OAG’s communication platforms.
• Plan, implement, integrate, transition to, and perform ongoing support of a modern UCaaS/CCaaS solution integrated with the M365 and the OAG desktop computing environment.
• Work to standardize communications and collaboration systems at OAG to reduce technical debt, costs and improve user productivity.
• Drive adoption and optimization of OAG communication tools by promoting benefits and providing excellent customer service.
• Maintain licenses and cost controls for OAG communication services.
• Collaborate with the Data Communications and O365 Support teams to ensure seamless service delivery and integration with existing communication platforms (Microsoft Teams, Webex, Zoom, etc.).
• Work with the business users to research and provide best in class solutions for requested call queues, hunt groups, contact centers, etc.
• Consolidate and standardize OAG’s existing contact centers while ensuring consistency of standards and features.
• Maintain, monitor and support communication survivability equipment and plans in the event of system failures.
• Ensure security and reliability of OAG communications and adherence to standard and compliance where applicable.
• Monitor, triage and assign ServiceNow incidents and requests and ensure completion within agreed upon service level objectives.
• Stay up to date with latest UCaaS trends and best practices.
• Perform the full range of supervisory responsibilities.
• Other duties as assigned.Six (6) years of information technology experience, four of which must be in UCaaS platforms.

Substitutions:
A bachelor’s degree in computer science, computer engineering, information technology or a related field and two years of specialized experience OR an associate's degree and four years of specialized experience.
A master's degree may substitute for one year of specialized experience.
A Ph.D. may substitute for two years of specialized experience.

Preferred Qualifications:
• 3+ years’ experience with supporting UCaaS platforms (Zoom, RingCentral, 8x8, etc.).
• 2+ years’ experience with supporting CCaaS platforms (NICE, Genesys, RingCentral, etc.)
• 1+ years’ experience with Office 365 tenant architecture, administration and support.
• 1+ years’ of experience with Microsoft Azure/Entra.
• Understanding of network fundamentals (TCP/IP, QoS, SIP, etc.).
• Experience with Cisco communication platforms such as Call Manager, Contac Center, Webex, etc.
• Knowledge of cloud networking and security principles.