Senior Enterprise Collaboration Platform Lead

Intercontinental Exchange Holdings, Inc.; Atlanta (GA); On-site; USD 150,000 - 180,000; Full time

Job summary

Intercontinental Exchange, Inc. is seeking an experienced leader to oversee its Enterprise Collaboration team, administering and improving enterprise voice, video, contact center, and collaboration platforms across on-prem and cloud environments.

You will manage tiered support, coordinate complex escalations, and drive upgrades, migrations, and service enhancements while mentoring analysts and engineers in a dynamic, cross-functional setting.

Qualifications

• 10+ years of experience supporting enterprise collaboration in medium to large organizations.
• Expert knowledge of Cisco Unified Communications Manager and Unity Connection.
• Expert knowledge of configuring and troubleshooting Cisco voice gateways and SBCs (MGCP, SIP, CUBE).
• Expert knowledge of Microsoft Teams Phone and SBC administration.
• Expert knowledge of Zoom, Webex, and related collaboration services.

Responsibilities

• Own Tier 1/2/3 operating model and service delivery for enterprise voice and collaboration platforms.
• Lead complex escalations, incidents, and service restoration decisions.
• Plan, test, and oversee upgrades, migrations, and deployments across on-prem and cloud environments.
• Manage day-to-day priorities, tickets, on-call coverage, and service reviews.
• Oversee administration and optimization of the full collaboration stack with standardization.
• Coordinate with project managers to allocate resources and transition projects to operations.
• Lead training, knowledge sharing, and technical standards within the team.
• Evaluate vendor solutions and recommend platform enhancements to improve end-user experience.
• Lead planning/design for new deployments and architectural improvements.
• Lead Analysts and Engineers and foster accountability and growth.

Skills

Cisco UC

Microsoft Teams

Webex

Zoom

PowerShell

Python

VMware

SIP/MGCP/CUBE

Call center platforms

VoIP/RTP concepts

Tools

CUCM/UCMC

Unity Connection

Webex Contact Center/UCCE/UCCX

Voice Gateways/SBCs

Cloud9/BT/IPC trading turrets

Job description

Intercontinental Exchange, Inc. is seeking an experienced leader to oversee its Enterprise Collaboration team, administering and improving enterprise voice, video, contact center, and collaboration platforms across on-prem and cloud environments.

You will manage tiered support, coordinate complex escalations, and drive upgrades, migrations, and service enhancements while mentoring analysts and engineers in a dynamic, cross-functional setting.