Unified Communications Network Analyst II - Billings, MT

  • First Interstate Bank
  • Nov 10, 2021
Full time Information Technology Software

Job Description


This position’s primary role will be to support our Cisco Unified Contact Center Express system that is part of our Enterprise Unified Communications systems at First Interstate BancSystems.  This position will be responsible for centralized administration, remote administration, troubleshooting, and centralized scheduling of our UCCX platforms, services, and events.  As a secondary roll, this position will also help to support our Cisco Unified Communications System and related platforms.  The position will require cross functional and professional coordination with IT infrastructure teams, IT application teams, Vendors and direct users. 



  • Central and remote supporting and managing UCCX systems.

  • Central and remote troubleshooting of UCCX systems.

  • Central and remote maintenance and upgrade of UCCX systems.

  • Scheduling, coordination, and support of UCCX scripting.

  • Fulfill Contact Centers requests for UCCX and UC service needs.  This includes end user devices, peripherals and software as it pertains to the UCCX and UC environments.

  • Documents, tracks, and monitors problems to ensure timely resolution to users’ issues.

  • Assists with specific user UCCX projects, as required. 

  • FIB Client Contact Service Support

  • Work closely with all areas of FIB support, including servers, desktop, network and help desk personnel to ensure all UCCX systems are running/performing properly.

  • Required to stay abreast of technology needs and regulations of all software and hardware used by FIB. 

  • Document’s procedures and guidelines.

  • May be required to work after hours to accomplish work tasks.

  • Other duties relating to specific applications may be assigned.



To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.



  • Working knowledge or ability to learn Cisco UCCX administration.

  • Working knowledge or ability to learn UCCX and Unified Communication Systems. Voice, video, data, collaboration.

  • Working knowledge of enterprise networking (TCP/IP), and Internet technology fundamentals.

  • Ability to schedule, negotiate, plan, and support UCCX events with multiple endpoints.

  • Ability to multi-task and prioritize workload.

  • Ability to solve complex problems independently. 

  • Working knowledge of Microsoft Office Suite.  Working knowledge of Microsoft Teams is a plus.

  • Must be self-starting and detail oriented.

  • Must be able to implement new products and services without established guidelines.

  • Must align behaviors with established company values and exhibit professionalism.

  • Must be willing to learn and share knowledge in a team-oriented environment.



Bachelor’s degree from four-year College or University preferred; and/or an Associate’s degree in Information Technology; and/or a minimum of three years’ experience in Information Technology or Information Systems.  Industry certifications will be considered including but not limited to: ACIS, ACSS, A+, CCENT, CCNA, CCNP, CVE.



Strong communication skills are critical to allow effective communication with customers to build positive, professional relationships and to ensure a high level of customer satisfaction.  Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.  Ability to write reports, business correspondence, and procedure manuals.  Ability to effectively present information and respond to questions from groups of managers, vendors and internal customers.



Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.  Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.



Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.



The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


While performing the duties of this job, the employee is regularly required to sit and talk or hear.  The employee is occasionally required to stand; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl.  The employee must occasionally lift and/or move up to 50 pounds.  Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus.



The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


The noise level in the work environment is usually moderate.