Senior Global Collaboration Engineer

📋 Description

• • As a Senior Global Collaboration Engineer at Fragomen, Del Rey, Bernsen & Loewy, LLP, you will be at the forefront of designing, implementing, and maintaining the critical collaboration infrastructure that empowers our globally distributed workforce. This pivotal role demands a deep technical understanding of enterprise-grade collaboration platforms, ensuring their stability, scalability, and continuous enhancement.
• • You will be instrumental in architecting and managing the lifecycle of our collaboration technologies, with a primary focus on Microsoft Teams (encompassing Chat, Meetings, and Voice/Calling capabilities) and Cisco Webex, including sophisticated Cisco Room Kit-based conference room solutions. Your expertise will directly contribute to the seamless communication and collaboration experiences across our diverse network of offices, regions, and time zones.
• • A core responsibility involves the administration and meticulous optimization of Teams Rooms and Cisco Room Kits. This includes managing the intricate ecosystem of cameras, microphones, displays, and room scheduling systems deployed across our global footprint, ensuring they function flawlessly and efficiently.
• • You will serve as the senior escalation point for resolving complex and challenging collaboration and AV-related issues. This involves conducting thorough root cause analysis, developing innovative solutions, and driving these resolutions to completion to prevent recurrence and maintain optimal service levels.
• • Collaboration is key in this role. You will work closely with our network, security, and desktop support teams to guarantee optimal Quality of Service (QoS), efficient bandwidth utilization, and robust endpoint compatibility for all collaboration tools.
• • You will be responsible for managing and refining integrations between our primary collaboration platforms and various third-party tools. This includes essential systems like Outlook/Exchange, identity management platforms, and room booking systems, ensuring a cohesive and integrated user experience.
• • A significant part of your contribution will be in developing and maintaining comprehensive standards, best practices, and detailed documentation. This includes guidelines for collaboration service deployment, room build specifications, and operational support procedures, fostering consistency and efficiency across the organization.
• • You will play a crucial role in supporting global rollouts, complex migrations, and essential upgrades. This encompasses managing enhancements to Microsoft Teams, updates to Webex, and firmware upgrades for our extensive range of Room Kits, ensuring our technology remains current and effective.
• • Proactive monitoring of service health, usage patterns, and user adoption rates will be a continuous activity. Based on the insights derived from analytics and direct user feedback, you will recommend and implement strategic enhancements to improve functionality and user satisfaction.
• • You will engage directly with vendors and service providers, including industry leaders like Microsoft and Cisco. This collaboration is vital for resolving technical issues, staying abreast of product roadmaps, and influencing future development to meet our evolving business needs.
• • Furthermore, you will act as a mentor and provide invaluable technical guidance to junior engineers and regional IT teams. Sharing your knowledge and expertise will be essential in building a strong, capable global IT support structure.
• • This role offers the opportunity to shape the future of collaboration at Fragomen, impacting how thousands of employees connect, communicate, and innovate across the globe. Your work will directly influence productivity, efficiency, and the overall employee experience within a leading global immigration law firm.