Senior Collaboration Technical Consultant

As a Senior Collaboration Technical Consultant at AHEAD, you'll be responsible for designing, implementing, and supporting advanced collaboration solutions tailored to client needs. Your role will include collaborating with management and vendors to deliver Unified Communications solutions, documenting delivery processes, providing senior-level support, and mentoring junior engineers. You'll also work closely with the sales team to identify opportunities for enhancing customer satisfaction with innovative solutions.

To succeed as a Senior Collaboration Technical Consultant at AHEAD, you need at least 5 years of experience in enterprise IP Telephony and a strong understanding of UC/Voice technologies. A Cisco CCNP-Collaboration or CCIE-Collaboration certification is preferred. A bachelor's degree in Computer Science, Engineering, or a related field is also important, alongside a solid grasp of TCP/IP internetworking. Your ability to work flexible hours to address operational issues is essential for this role.

In your role at AHEAD, you'll engage with an array of cutting-edge technologies, including UCaaS platforms like Webex Calling and Microsoft Teams. You'll also work with CCaaS platforms such as Webex Contact Center and Five9, and on-premise solutions including Cisco Unified Communications Manager and Unity Connection. This diverse tech stack offers a thrilling environment for professionals passionate about collaboration solutions.

AHEAD truly values employee growth and development. As a Senior Collaboration Technical Consultant, you will have access to various internal groups aimed at fostering diversity of ideas and perspectives. AHEAD encourages cross-department training, sponsors certifications, and provides credentials for continued learning, ensuring that you can enhance your skills and advance your career.

The compensation for a Senior Collaboration Technical Consultant at AHEAD ranges between $160,000 to $200,000 per year, depending on your experience and qualifications. This reflects the On-Target Earnings (OTE) that includes a base salary and any applicable bonuses, emphasizing the value AHEAD places on your skills and contributions.

When designing a Unified Communications solution, I start with a thorough needs assessment to understand the client's requirements. This includes evaluating existing infrastructure, identifying key functionalities, and mapping out integration points. I then collaborate with stakeholders to create a tailored design, considering scalability and security. Finally, I document the plan meticulously to ensure a smooth implementation process.

I have extensive experience with CCaaS platforms, particularly with Webex Contact Center and Five9. My role involved configuring these systems to cater to specific client needs, including skill-based routing, integrating with CRM systems, and optimizing call flows. I focus on providing a seamless experience, ensuring that the solutions not only meet technical specifications but also enhance customer interactions.

For complex technical troubleshooting, I follow a systematic approach. I first gather all relevant information, including logs and user reports, to identify the root cause. Using my extensive technical knowledge, I methodically work through potential issues, leveraging vendor documentation and online resources as necessary. I also communicate effectively with team members and stakeholders throughout the process to keep everyone informed.

In my previous roles, I have enjoyed mentoring junior engineers by providing them with guidance on best practices and hands-on training. I focus on fostering their technical skills through real-world scenario discussions and encouraging them to take on challenging tasks under supervision. I also make a consistent effort to create an open environment where they feel comfortable asking questions and seeking advice.

I stay updated on emerging collaboration technologies by actively engaging with industry publications, participating in webinars, and attending conferences. I also follow thought leaders in the collaboration space on social media and network with peers in the industry. This proactive approach allows me to understand current trends and apply them to enhance AHEAD’s service offerings effectively.

Effective documentation should be clear, concise, and accessible. It should include detailed instructions for installation, configuration, and troubleshooting while also incorporating visuals like diagrams when necessary. A good practice is to keep documentation updated regularly, ensuring it reflects current systems and processes for the benefit of both current and future team members.

I assist the sales team by providing my technical expertise to help identify potential pain points in existing client systems during discussions and assessments. I share insights on how specific collaboration technologies can enhance performance and address these challenges. I also develop tailored presentations that showcase the advantages of our solutions, thus equipping the sales team with effective tools to engage clients.

Working with third-party vendors requires open and honest communication. I establish clear expectations and project timelines from the outset and ensure that all parties understand their roles. I maintain a collaborative mindset by engaging in regular check-ins, discussing progress, and addressing any issues proactively to ensure project success.

In a previous project, I was tasked with implementing a complex communication system for a client with unique needs. By integrating several collaboration tools into a single platform, I devised an innovative solution that not only met their business objectives but also provided scalability for future growth. This experience underscored the importance of creativity in problem-solving within the technical field.

Ensuring customer satisfaction begins with understanding their needs and objectives clearly. Throughout the project, I maintain consistent communication, providing regular updates and seeking feedback. After completing a solution, I follow up to ensure everything functions as intended and address any concerns promptly, establishing trust and ongoing rapport with the client for future projects.