Unified Communications Technical Analyst - Guadalajara - Cummins Inc.

Descripción

Engineer - Unified Communications Technical Analyst:

As a Unified Communications Technical Analyst at Cummins, you will be responsible for designing, configuring, and supporting communication and collaboration systems across the enterprise. Your work will span technical solution design, system support, usage optimization, and strategic evaluation of platforms like Zoom Workplace, Microsoft Teams, SharePoint, and Outlook. This role bridges infrastructure and application expertise with a deep understanding of digital workplace platforms to ensure highly available, secure, and efficient communication systems for our global

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We are looking for a talented Engineer - Unified Communications Technical Analyst to join our team specializing in Information Technology for our CUMMINS in Guadalajara, Jalisco.

Job Summary:

As a Unified Communications Technical Analyst at Cummins, you will be responsible for designing, configuring, and supporting communication and collaboration systems across the enterprise. Your work will span technical solution design, system support, usage optimization, and strategic evaluation of platforms like Zoom Workplace, Microsoft Teams, SharePoint, and Outlook. This role bridges infrastructure and application expertise with a deep understanding of digital workplace platforms to ensure highly available, secure, and efficient communication systems for our global workforce.

Key Responsibilities:

• Provide technical analysis, configuration, and support in the administration of Unified Communications and Collaboration systems in digital workplace platforms.
• Translate business and user requirements into robust technical solutions in alignment with Cummins IT architecture standards.
• Design and deliver detailed infrastructure/application specifications, workflows, and solution models.
• Collaborate with infrastructure teams and external service providers to ensure smooth implementation and maintenance of communication platforms.
• Serve as an escalation point for complex technical issues, for moderate to difficult problems and create self-help documentation and training materials for end users
• Administer, configure, optimize and perform ongoing assessments of our strategic direction on platforms comparison such as Microsoft 365 (Teams, SharePoint, Outlook), Zoom Workplace (Phone, Rooms, Webinars), and telephony infrastructure.
• Develop and maintain technical documentation, runbooks, and user-facing support materials.
• Evaluate new features, conduct pilot testing, and propose integration of emerging communication technologies.
• Implement governance and compliance policies, ensuring alignment with security and privacy regulations.
• Lead the analysis of system usage data to identify trends, produce reports, and recommend enhancements.
• Lead or contribute to monitoring and alerting setup to proactively manage service availability and user experience.

*Qualifications and Competencies

Education, Licenses, Certifications:

• Bachelor's degree (or equivalent) in Computer Science, Information Technology, Business, or a related field required.
• Additional certifications in Microsoft, Zoom, or Unified Communications platforms are a plus

Experience:

• 2–5 years of relevant professional experience supporting or implementing enterprise-level communication and collaboration platforms.
• Proven experience in Microsoft 365 and Zoom platform administration, system integration, and user support.

Core Competencies:

• Performance Tuning & Troubleshooting: Resolve system, application, and network-related issues; optimize performance across platforms.
• Solution Validation Testing: Execute test strategies and validate deployments to ensure readiness and functionality.
• Data Analysis & Reporting: Analyze license usage, platform adoption, and user access to support informed decision-making.
• Systems Thinking & Technical Risk Management: Understand how systems interrelate and proactively mitigate technical risks.
• Requirements Engineering: Proficiency in gathering, analyzing, and managing system requirements to ensure they meet business needs
• Monitoring & Automation: Collaborate on implementing automated systems for proactive detection and alerting.
• Strong communication and interpersonal skills: with a proven ability to work independently or collaboratively, consistently delivering high-performance outcomes and ensuring user satisfaction.

*Additional nice-to-have qualifications:

• Hands-on experience with Unified Communications as a Service (UCaaS) tools and telephony (VoIP) infrastructure.
• Familiarity with cloud-based platform integration, identity/access management, and network dependencies related to collaboration tools.
• Basic to intermediate knowledge of Network Management
• Comfortable managing technical escalations and supporting cross-functional teams in a fast-paced, global environment.
• Demonstrated ability to stay ahead of technology trends and drive platform modernization initiatives.