Proactively manage and keep collaboration system 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/service-desk teams 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 Stay abreast of feature releases and investigate relevance/impact to user base. Research and implement alternate solutions and workarounds, including BOTs, to fill and workaround feature gaps in the standard Webex products TECHNICAL QUALIFICATIONS 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 Write Standard Operating Procedures and Knowledge Articles, as needed, for support staff. Be able to troubleshoot Cisco UC system, including- o Webex Control Hub o Cisco Directory Connector o Proficient with use of tools including Wbx Tracer, Wireshark and Fiddler o Monitoring Webex components' health o parsing through system logs to troubleshoot issues. Knowledgeable with Quality of Service, as applicable to UCC Security concepts knowledge o Be able to act on certificate expirations, CSR generation etc. Enhancement abilities- o Scripting o REST/XML API familiarity o Ability to implement BOTs EDUCATION REQUIREMENTS CCNP Unified Communications certification