Organisation : Ameriprise Financial

Job Responsibilities :

1. Voice/ Unified Communications : Manage and maintain Microsoft Teams and voice infrastructure i.e. Operator connect or Direct routing, Zoom platforms, digital signage, and audio/visual equipment.

2. Troubleshooting/Incident Management : Provide technical support for telephony systems and Microsoft Teams. This includes troubleshooting hardware and software issues, performing system upgrades, and coordinating with vendors for equipment repairs. Coordinate efforts to support and drive service restoration targets, provide end-to-end oversight of critical incidents, perform actions to resolve incidents, and provide On-Call support.

3. Maintenance : Regularly inspect and perform preventative maintenance on telephony systems, Microsoft teams, audio visual conference room systems, and telephony equipment to ensure optimal performance.

4. Change Management : Participate in change management process and approve technology and service changes. Ensure balance between business requests and potential impact/risk.

5. Product Improvement : Assist in establishing technology/service goals and reporting needs, participate in transition of technology, and perform validations for conference room systems to confirm adequate performance metrics are met.

6. Production Support : Coordinate with project teams and vendors to ensure AV and telephony needs are met for new construction and renovation projects. This includes developing project plans, managing budgets, and overseeing installation.

7. Vendor Management : Manage relationships with vendors, service providers, and contractors.

8. Operational Requirements : Be a technical engineer for the Microsoft Teams and conference room technologies focus heavily on the end user experience. Drive support, automation, enhancements, and maintenance for the Teams, Conference Room, and Zoom platforms.

Required Qualifications :

- Bachelors degree in computer science/IT, Unified Communications, MIS, or related (Equivalent experience considered).

- 2-5 years of relevant experience utilizing unified communications and telephony platforms such as Microsoft Teams, Zoom, Ribbon, Audio Codes, ETC.

- 2-5 years of experience in working directly with non-technical end users.

- 2+ years of experience and proven success identifying and implementing opportunities for improvement to configurations, procedures, and process to enable greater availability, capability, and efficiency.

- Ability to support working outside of normal business hours to provide after hour or On-Call support when necessary to solve high profile incidents/problems.

- 2+ years of experience in Teams, SBCs/Operator connect, Microsoft Teams Room (MTR).

- 2+ years of relevant experience with audio/visual equipment and video conferencing devices such as Microsoft Teams Rooms (MTRs), Zoom Rooms, Poly or Cisco video conferencing codecs, etc.

- MS Teams Dial Plans, Voice Routes, Call Queues and Auto Attendants, and E911 configuration.

- Strong customer service orientation.

- Highly innovative problem solver with strong analytical and customer service abilities required.

- Ability to communicate and articulate technical information across various organizational levels.

- High reasoning aptitude and ability to quickly understand complex operating environments.

- Excellent problem detection and determination skills in multiple functional infrastructure/application areas.

- Proven experience creating, championing, and maintaining processes, procedures, and policies.

- Experience working in the financial services industry or other similar, highly regulated environment.

In-Office Collaboration :

We are a client-centric, relationship-based business. Working together, in-person, is foundational to how we achieve results. By fostering a culture of face-to-face collaboration, idea sharing, productivity and personal connection, we deliver for our stakeholders - clients, advisors, employees and shareholders. Our employees work in the office at least three (3) days per week, with flexibility to work from home two (2) days per week. Some roles may require additional in-office time or different in-office expectations, and specific requirements will be discussed during the hiring process.