Job Description
Fragomen is seeking a Senior Global Collaboration Programmer to design, implement, and support enterprise-grade collaboration platforms used by a globally distributed workforce. This role will be responsible for the stability, scalability, and continuous improvement of collaboration technologies including Microsoft Teams, Cisco Webex, Cisco Room Kits, and related AV and conferencing solutions.
The ideal candidate brings deep technical expertise, strong troubleshooting skills, and a service-oriented mindset, ensuring seamless communication and collaboration experiences across offices, regions, and time zones.
Key Responsibilities
- Design, deploy, and support global collaboration platforms, including Microsoft Teams (Chat, Meetings, Voice/Calling), Cisco Webex, and Cisco Room Kit–based conference room solutions.
- Lead the architecture and lifecycle management of collaboration tools, ensuring high availability, security, and performance.
- Administer and optimize Teams Rooms, Cisco Room Kits, cameras, microphones, displays, and room scheduling systems across global offices.
- Act as a senior escalation point for complex collaboration and AV issues, performing root cause analysis and driving permanent resolutions.
- Partner with network, security, and desktop teams to ensure optimal QoS, bandwidth utilization, and endpoint compatibility.
- Manage integrations between collaboration platforms and third-party tools (e.g., Outlook/Exchange, identity platforms, room booking systems).
- Develop standards, best practices, and documentation for collaboration services, room builds, and operational support.
- Support global rollouts, migrations, and upgrades (e.g., Teams enhancements, Webex updates, firmware upgrades for Room Kits).
- Monitor service health, usage, and adoption; recommend enhancements based on analytics and user feedback.
- Collaborate with vendors and service providers, including Microsoft and Cisco, to resolve issues and plan roadmap initiatives.
- Provide mentorship and technical guidance to junior engineers and regional IT teams.
Required Qualifications
- Bachelor’s degree in Information Technology, Engineering, or equivalent experience.
- 7+ years of experience supporting enterprise collaboration or unified communications platforms in a global environment.
- Strong hands-on experience with Microsoft Teams, including meetings, voice, and Teams Rooms.
- Strong hands-on experience with Cisco Webex and Cisco Room Kits (installation, configuration, and support).
- Solid understanding of networking concepts relevant to real-time communications (QoS, latency, jitter, firewalls, proxies).
- Experience supporting conference room AV hardware and peripherals in enterprise environments.
- Proven ability to troubleshoot complex, cross-platform collaboration issues.
- Excellent communication skills and ability to work with both technical and non-technical stakeholders.
Preferred Qualifications
- Microsoft Teams Administrator or Cisco Collaboration certifications (preferred).
- Experience supporting hybrid or cloud-based collaboration environments (Microsoft 365, Webex Control Hub).
- Familiarity with scripting or automation (PowerShell) for administration and reporting.
- Experience working in a professional services or legal environment.
- Exposure to ITIL-based service management practices.
All offers and/or employment contracts are contingent upon the successful completion of the Firm’s pre-employment screening process. This process may include verifying the candidate’s identity, confirming legal authorization to work in the offered position's location, and conducting a comprehensive background check, where permitted by local regulations.
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