FCDC-Collaboration Engineer (Presence Engineer)

Title

Presence Engineer 1

Presence Engineer 2

Presence Engineer 3

Role Summary

Supporter (responds and executes)

Administrator (owns and delivers)

Architect / Mentor (anticipates and leads)

Work Location

• This position is primarily based in FCDC’s offices at 373 S High St, Columbus, OH 43215.

• This position is eligible to participate in our Telework program, which offers a “hybrid” schedule of 2 remote work days and 3 in-office days per week.

FLSA Status

Exempt

Department

Civic Outfitters / Digital Presence

Reports to

• Digital Presence Manager

• In the absence of a Digital Presence Manager, reports to Assistant Director, Civic Outfitters

On-Call Responsibilities

Participates in limited on-call rotation to provide after-hours “emergency” diagnosis, assessment, and technical support

Presence Engineer 1

Presence Engineer 2

Presence Engineer 3

• Solid conceptual knowledge of network design and operations at OSI Model layers 1, 2 and 3

• Direct sysadmin experience with VoIP extension moves / adds / changes (MACs) and related handset and softphone configuration

• Familiarity with popular videoconferencing platforms and audiovisual components at the user and small / medium meeting room levels

• Strong break/fix and service request documentation skills to accurately capture end user issues and requirements and communicate work status with users and colleagues

• Reasonable ability to develop user-focused step-by-step instructions and/or documentation using text and screenshots

• Strong basic technical troubleshooting skills both working solo, with technical colleagues, and with non-technical users

• Gather diagnostics, resolve routine issues, and escalate complex ones to Level 2 or 3 with clear notes

• Ability and willingness to learn and work with new technologies with minimal assistance and limited or no prior knowledge

• Assist on projects with assigned tasks such as staging, installation, and testing

All items from Level 1, plus…

• Solid conceptual knowledge of layer 7 VoIP protocols and operations (DHCP, LLDP, SIP), with awareness of underlying network elements (TCP, UDP)

• Administer Webex Calling, Contact Center, Teams Rooms, and gateways (dial plans, routing, queues, IVR, licensing, provisioning)

• Experience designing and deploying moderately complex digital conferencing systems, including AV equipment, in meeting rooms supporting up to 16 people

• Expanded systems documentation abilities including diagramming of network, VoIP, and digital conferencing systems graphically (e.g. Visio diagrams)

• Excellent troubleshooting skills for end user support and complex engineering issues inside systems under the team’s management

• Owns platforms and services day to day; solves problems without direction and manages small projects

• Directly participate in developing strategies, solutions, and enhancements to systems under the team’s management

• Uses team project and work management tools and methods with strong results

• Some ability to cross-train junior engineers and other IT staff on systems under team’s management

All items from Levels 1 and 2, plus…

• Architecture: Design the overall voice and collaboration architecture, covering platform strategy, resilience, security posture, and integration with network, identity, and cloud.

• Strategy and roadmap: Build multi-year roadmaps, lifecycle plans, and budget forecasts. Track the industry (AI features, platform shifts, carrier changes) and recommend right-sized moves before they become urgent.

• Complex delivery: Lead major projects, migrations, and cutovers from design through closeout, including the plan, schedule, risk management, and stakeholder communication.

• Hardest problems: Resolve cross-domain and recurring problems, and lead problem management that eliminates root causes.

• Governance: Set standards, policy, and compliance approach for E911, records retention, accessibility, and security. Prepare for audits.

• Vendors and finance: Devise carrier and vendor strategy, including contract development and renewals, all in partnership with Finance.

• Service direction: Work with the Product Manager and partner agency leaders to shape service priorities and capture evolving needs.

• Mentorship: Develop Level 1 and Level 2 engineers through coaching, design reviews, and cross-training, and raise the team’s overall capability.

• Ability to read, analyze, and interpret general technical documentation.

• Ability to effectively respond to standard requests from end users and peers.

• Ability to write clear technical documentation for end users, peers, and client IT contacts.

All items from Level 1, plus…

• Ability to prepare and present technical concepts and information to FCDC technical and business peers and client IT contacts.

All items from Levels 1 and 2, plus…

• Ability to prepare and present technical and IT strategic concepts and information to client decision-makers and industry peers (i.e., at local, regional, or national conferences).

The physical demands described represent those required to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities.

• Employees are regularly required to sit and talk or hear, sometimes for an entire workday.

• Employees are frequently required to use their hands to finger, handle, or feel and reach with their hands and arms.

• Employees are often required to stand, walk, stoop, kneel, crouch, and/or crawl.

• Employees must occasionally lift and/or move up to 50 pounds, often without assistance.

• Employees must have vision abilities, including adjusting focus and viewing computer screens for entire workdays while creating or consuming detailed information.

Presence Engineer 1

Presence Engineer 2

Presence Engineer 3

Preferred: 2-year (Associate) degree or higher

Required: High school diploma

Preferred: 4-year (Bachelor) degree or higher, preferably in computer science or related field

Required: 2-year degree (Associate)

Preferred: 4-year (Bachelor) degree or higher, preferably in computer science or related field

Required: 4-year (Bachelor) degree

Preferred: 2 years of experience in a role related to real-time communications systems and services

Required: 1 year of experience in IT-related support, engineering, and services

Preferred: 4+ years of Webex, Teams, Zoom, or similar engineering work in a 500+ user environment

Required: 2+ years of hands-on Webex, Teams, Zoom, or similar platform technical support work in a 250+ user environment

Preferred: 6+ years of Webex, Teams, Zoom, or similar engineering and architecture leadership in a 1,000+ user environment

Required: 4+ years of hands-on Webex, Teams, Zoom, or similar platform engineering and support work in a 500+ user environment

Preferred: One (1) or more relevant and recent IT certifications from major manufacturers and/or testing services (e.g. CompTIA, Cisco, Microsoft, Dell, or similar)

Required: None

Preferred: Two (2) or more relevant and recent IT certifications from major manufacturers and/or testing services (e.g. CompTIA, Cisco, Microsoft, Dell, or similar)

Required: At least one (1) relevant technical certification, acquired or renewed within last 5 years

Preferred: Two (2) or more relevant and recent IT certifications from major manufacturers and/or testing services (e.g. CompTIA, Cisco, Microsoft, Dell, or similar)

Required: At least two (2) relevant technical certifications, acquired or renewed within last 5 years

• Makes sound, well-informed, and objective decisions in a timely manner.

• Compares data, information, and input from a variety of sources to draw conclusions; takes action that is consistent with available facts, constraints, and probable consequences.

• Applies both rational and creative processes to identify unknown root causes of problems.

• Based on the situation, decides best course of action, implements the solution, and follows-up to see how it’s working.

• Calculates and evaluates the long-term consequences of a decision.

• Clearly conveys and receives information and ideas through a variety of media to individuals or groups in a manner that engages the listener, helps them understand and retain the message and invites response and feedback.

• Keeps others informed as appropriate.

• Demonstrates effective written and verbal skills.

• Uses keen active listening skills to gather and validate information, to build trust, and enhance collaboration.

• Gets along with others.

• Acts with dignity and integrity.

• Earns and maintains trust and support of peers and leaders across the organization for technical and process ideas and solutions.

• Designs solutions that earn trust with end users.

All items from Level 1, plus…

• Earns and maintains trust and support of peers within the organization for technical solutions.

• Builds trust with client IT, project, and support contacts.

All items from Levels 1 and 2, plus…

• Earns and maintains trust and support of leaders across the organization for technical ideas and solutions.

• Builds trust with client leaders.

• Maintains effective performance under pressure; handles stress in a manner that is acceptable to others and to the organization.

All items from Level 1, plus…

• Stays calm and even-tempered when handling crises, stressful situations, continuous change, or unexpected developments.

• Handles increased pressure and growing responsibilities.

All items from Levels 1 and 2, plus…

• Rapidly recovers from difficult situations; deals constructively with adversity.

• Acts as a settling or calming influence in a crisis.

• Works effectively in a team environment to accomplish organizational goals.

All items from Level 1, plus…

• Participates as an active and contributing member of project and cross-functional teams aligned with organizational goals.

• Actively shares information via documentation, project updates, and occasional team presentations.

• Highlights team accomplishments and ensures credit is distributed broadly across the team.

All items from Levels 1 and 2, plus…

• Helps create and maintain strong morale and a feeling of belonging in his/her team.

• Acts as if "true success" is the success of the whole team.

• Uses appropriate interpersonal styles and techniques to reduce tension and/or conflict between two or more people; able to size up situations quickly; able to identify common interests; facilitates resolution.

• Steps up to conflicts and sees them as opportunities.

• Finds common ground and achieves cooperation without disruption to workflows or interpersonal relationships.

• Values an inclusive organization where the differences of all people are respected, valued and utilized towards achieving common goals.

• Respects and relates well to people from varied backgrounds, understands diverse worldviews, and is sensitive to group differences; sees diversity as an opportunity, respectfully challenges bias and intolerance.

• Supports equal and fair treatment.

Does what it takes to get the job done; puts in extra hours as needed to ensure support tasks are complete and fully documented.

Does what it takes to get the job done; puts in extra hours as needed to ensure day-to-day administration and project tasks are complete, documented, and status is clearly communicated

Does what it takes to get the job done; puts in extra hours as needed to ensure designs are detailed and thorough and projects run well; also ensures teammates are getting what they need for projects and mentoring.

• Personally responsible.

• Completes work in a timely and consistent manner.

• Demonstrates regular and punctual attendance; arrives prepared for work.

• Diligently follows through on commitments and consistently meets deadlines.