Senior Collaboration Engineer


Job title
Senior Collaboration Engineer
Role description
  • Design, Configure and deploy Collaboration systems in line with IDS-INDATA design rules
  • Assist the Sales team on technical aspects of projects and requests from the customer
  • Ensuring the customer SLAs’ are met for deployment
  • Maintain a consistently high level of service delivery
  • Serve as an escalation point for the Support team in regards to Collaboration Technology incidents and requests
  • Management of the life cycle of devices located on customer premises
Areas of responsibility
  • Deployment of technical projects & bespoke configurations on customer premises (remote or on-site)
  • Act as a technical lead for site deployments
  1. Troubleshooting\technical investigations\route cause analysis
  2. Assist project management with change requests in regard to deployments assigned.
  • Perform and process technical surveys & audits
  • Documentation:
  1. Identify areas where processes can be improved\newly implemented (internal and customers specific)
  2. Update/maintain Collaboration documentation and procedures.
  • Ensure sufficient logs/details are collected for technical escalation or reassignment to 3rd Party providers
  • Mentoring of more junior Collaboration Engineer.
  1. In their daily tasks and fault finding\technical improvement
  2. In adapting to new technology
  3. In expanding their Collaboration/Networking/Security/etc... Skills.
  • Liaising with 3rd parties where necessary to ensure an efficient resolution to incidents/requests are done within the contractual SLA
  • Reporting: 
  1. Assist with monthly activity reports and weekly updates on project deployments.
  2. Liaise with the Project Manager to ensure projects are delivered within the estimated time scales
Education and experience


  • Cisco certified desired (Should be current and valid)
  • Cisco CCNA Routing and Switching would be an advantage.
  • Cisco CCNA Voice/Collaboration
  • Working towards CCNP Collaboration (preferably completed at a minimum the modules CIPTV1 and CIPTV2)
  • Cisco CCNA or CCNP Datacentre, is desirable
  • Cisco Unified Contact Centre Enterprise Specialist highly desirable
  • VMWare VCP 5/6 highly desirable

Additional requirements

  • Person would need to be able to travel and spend time away from home
  • Ability to travel daily to and from IDS-INDATA Ltd is Malvern View, Chequers Close, Enigma Business Park, Malvern, Worcestershire. WR14 1GP
  • Have a clean valid UK driving license
  • Must have valid Right to Work in UK and Europe. IDS-INDATA does not offer sponsorship of work permit/visas 
  • Willing to commute to our office in Malvern for the initial period of employment or relocate, homeworking available following the employee probationary period for candidates whose commute to the IDS-INDATA office would be over one hour
Required knowledge, skills and abilities
A good understanding of ITIL Process
A good understanding of networking technologies & protocols.
A good understanding of Cisco Prime Collaboration deployment guidelines (PCD)
A strong knowledge of the Cisco Collaboration portfolio.
Ability to deploy and maintain the following in accordance with the Cisco Architecture/PCD:
Cisco Business Edition 6/7K (CUCM/IM&P/CUC)
Cisco Unified Communications Manager (Enterprise)
Cisco Call Manager Express
Cisco Unity Express
Knowledge of any of the following would be advantageous but is not mandatory:
Cisco Unified Contact Centre Express
Cisco Expressway (MRA)
Cisco Telepresence Management Suite
Cisco Telepresence Server
Cisco Telepresence Conductor
Switch Board consoles.
Call Billing systems.
Monitoring systems.
Cisco Prime Assurance/Monitoring.
Provisioning systems (PCP/Kurmi/VOSS)
VMWare (Ver 5/6)
Cisco UCS-C/B servers
Manager/Assistant features (CUCM or 3rd Party)
Fluent English is essential
Excellent verbal & written communication in English
Additional language skills are appreciated (French/German/Spanish/Russian/Polish)
Ability to use Microsoft applications, Word, Excel, Visio and Outlook
A Creative and analytical problem-solving mindset
Ability to prioritise, multitask and self-manage
Excellent customer service and customer facing skills
Honest, hardworking and reliable
Eager to expand his/her own knowledge and technical skills by attending courses and/or self-study.
Ability to use own initiative
Ability to work under pressure and retain composure
Effective oral communication
Ability to articulate and communicate complex technical issues at all levels
Excellent Interpersonal skills
Ability to work in a team, interacting constructively and assertively with colleagues, clients and partners
Ability to lead a team to achieve the desired goals
Ability to work in an international & multi-cultural environment
3-5 years of proven experience in an UC environment supporting customer networks

Specific Details


Malvern View

Chequers Close
Enigma Business Park

WR14 1GP

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