Duties Description Under the direction of the Communication & Collaboration Manager (Manager Info Tech Services 1), SG27, the Information Technology Architect 1, SG-25, will serve as the Unified Communications Lead overseeing the Unified Collaboration as a Service (UCaaS) and Contact Center as a Service (CCaaS) team within the Information Technology Bureau. The incumbent will perform a critical role in developing, deploying and maintaining the OAG's UCaaS solution. The incumbent is responsible for managing a team of talented UCaaS professionals to ensure the continued success of OAG's communication platforms.
• Plan, implement, integrate, transition to, and perform ongoing support of a modern UCaaS/CCaaS solution integrated with the M365 and the OAG desktop computing environment.
• Work to standardize communications and collaboration systems at OAG to reduce technical debt, costs and improve user productivity.
• Drive adoption and optimization of OAG communication tools by promoting benefits and providing excellent customer service.
• Maintain licenses and cost controls for OAG communication services.
• Collaborate with the Data Communications and O365 Support teams to ensure seamless service delivery and integration with existing communication platforms (Microsoft Teams, Webex, Zoom, etc.).
• Work with the business users to research and provide best in class solutions for requested call queues, hunt groups, contact centers, etc.
• Consolidate and standardize OAG's existing contact centers while ensuring consistency of standards and features.
• Maintain, monitor and support communication survivability equipment and plans in the event of system failures.
• Ensure security and reliability of OAG communications and adherence to standard and compliance where applicable.
• Monitor, triage and assign ServiceNow incidents and requests and ensure completion within agreed upon service level objectives.
• Stay up to date with latest UCaaS trends and best practices.
• Perform the full range of supervisory responsibilities.
• Other duties as assigned.

Minimum Qualifications Six (6) years of information technology experience, four of which must be in UCaaS platforms.

Substitutions:
A bachelor's degree in computer science, computer engineering, information technology or a related field and two years of specialized experience OR an associate's degree and four years of specialized experience.
A master's degree may substitute for one year of specialized experience.
A Ph.D. may substitute for two years of specialized experience.

Preferred Qualifications:
• 3+ years' experience with supporting UCaaS platforms (Zoom, RingCentral, 8x8, etc.).
• 2+ years' experience with supporting CCaaS platforms (NICE, Genesys, RingCentral, etc.)
• 1+ years' experience with Office 365 tenant architecture, administration and support.
• 1+ years' of experience with Microsoft Azure/Entra.
• Understanding of network fundamentals (TCP/IP, QoS, SIP, etc.).
• Experience with Cisco communication platforms such as Call Manager, Contac Center, Webex, etc.
• Knowledge of cloud networking and security principles.

Additional Comments The initial appointment for this position may be temporary until the Jurisdictional Class is changed non-competitive, at which point the appointment will be made permanent.

Careers with the State offer multiple benefits including paid vacation leave (13+ days per year), sick leave, paid State holidays off, health insurance including vision & dental, entry into the NYS retirement (pension) system, education and training, eligibility for public student loan forgiveness, and job stability with promotional opportunities. Workplace flexibilities include multiple options for employees including telecommuting (up to two days per week) and alternative work schedules.

For new State employees appointed to graded positions, the annual salary is the hiring rate (beginning of the Salary Range) of the position. Promotion salaries are calculated by the NYS Office of the State Comptroller in accordance with NYS Civil Service Law, OSC Payroll rules and regulations and negotiated union contracts.

Some positions may require additional credentials or a background check to verify your identity.

Name Human Resources Management Bureau



Fax

Email Address [email protected]

Address

Street Office of the Attorney General, Human Resources Managment Bureau

The Capitol

City Albany

State NY

Zip Code 12224

Notes on Applying Please send your cover letter and resume that includes a statement on how you meet the minimum qualifications for the position to [email protected]. Please include Vacancy ID # 225344 for prompt routing and review.

Candidates from diverse backgrounds are encouraged to apply.