Senior Systems Engineer (Collaboration Systems)

**This hybrid role requires working onsite 1–2 days per week at one of our offices in Rancho Cordova, CA, Alpharetta, GA or Camp Hill, PA.**

The Senior Systems Engineer (Collaboration Systems) is a business-facing and customer-centric technology professional responsible for the delivery and continuous improvement of the collaboration systems and technologies that our employees use to connect, communicate, and collaborate.

This individual is responsible for managing and administering Microsoft Teams, more than 100 Teams Room Systems nationwide, Zoom Video Services, approximately 30 Zoom Room Systems across the country, and Miro. They support both cloud services and in-room video conferencing technologies, as well as provide end-user support and training. This role is also responsible for the technical direction, simplification, and standardization of our conference room and video conferencing technologies.

Additionally, this person will co-administer Exchange Online and SharePoint Online, provide customer support, and resolve requests and incidents related to these technologies. They will also support various Microsoft 365 tools, including but not limited to OneDrive, Copilot, and the Microsoft Power Platform. The ideal candidate has exceptional end-user support experience, delivers hands-on training and technology demonstrations, develops and delivers how-to guides, hosts virtual informational webinars, and helps employees maximize the effectiveness of using our collaboration and communication tools.

The candidate will work in a collaborative, team-based environment and will partner with a diverse group of Delta Dental technicians, project managers, senior leaders, and vendor partners to support ongoing operational requirements. The successful candidate will be proactive, motivated, and understand the critical business reliance on collaboration, communication, and messaging platforms within the organization. They will possess outstanding communication skills (technical, administrative, oral, and written) and thrive in a fast-paced, business-driven environment focused on quality service delivery and a seamless user experience.

• Administer and manage Microsoft Teams, Teams Room Systems, Zoom and Zoom Room Systems, and Miro
• Lead the technical direction and implement road map initiatives for collaboration technologies and conference room video system technologies, and deliver continuous improvements that enhance the operational excellence and user experience in our conference rooms
• Monitor and measure use of collaboration platforms through meaningful, action-oriented metrics, reporting and dashboards
• Co-manage Exchange Online, SharePoint Online and various other Microsoft 365 services
• Provide end-user support for all collaboration services managed by the Delta Dental Workplace Collaboration team
• Investigate incidents and remediate appropriately
• Engage vendors as needed for technical support and service insights
• Collaborate with Technology stakeholders in support of cross-functional projects and initiatives
• Create and manage documentation on team processes, operational support models, and technical configurations
• Performs intermediate to advanced troubleshooting, testing, and debugging to resolve process, application, batch, or testing failures
• Provides technical support for Production and Development systems (Windows-based) including deployments, upgrades, patching, and performance monitoring
• Attends all production triage and troubleshooting calls, providing root cause analysis, resolution, and recommendations on issues to relevant stakeholders and leadership
• Proactively works on automation of internal and external team processes to create organizational efficiencies

Minimum Qualifications

• 5+ years professional experience with collaboration and productivity systems, a Bachelor’s degree in Computer Science and/or equivalent technical education and experience
• Hands-on experience and deep expertise managing Microsoft Teams, Zoom, Teams Room Systems and Zoom Room Systems in nationally-distributed enterprise environments
• Proven experience driving conference room video system improvements, conducting end user training on use and best practices; CTS Certification a plus
• Ability to develop and analyze technology heatmaps and subsequently develop plans to remediate hardware/software nearing End of Life/End of Support.
• Extensive experience managing third-party app integrations and platform policies within Microsoft Teams
• Experience administering Exchange Online and SharePoint Online and directly supporting customer requests
• Experience supporting customers across the broader Microsoft 365 suite, including Copilot AI and the Microsoft Power Platform
• Ability to administer and manage the Miro