Ellie Mae Collaboration Engineer in Pleasanton, California

Collaboration Engineer

Department: IT/MIS

Location: CA - Pleasanton

WkDay Req Number: 170888

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Ellie Mae (NYSE:ELLI) is a leading provider of innovative on-demand software solutions and services for the residential mortgage industry. Mortgage lenders of all sizes use Ellie Mae’s Encompass® all-in-one mortgage management solution, Mavent Compliance Service, and AllRegs research, reference and education resources to improve compliance, loan quality and efficiency across the entire mortgage lifecycle.

Summary of Responsibilities

Reporting to the Director of Digital Engagement, this position primary responsibility is to build, maintain, and administer Ellie Mae global video collaboration and audio visual infrastructure. In addition, this position will help drive new adoptions of new digital engagement technology and implement global IT AV and VC systems to ensure uptime and daily delivery of according to defined SLAs and domain security best practices.

This position will require experience and working knowledge of a broad set of communication technologies including room and desktop based Video Conferencing, Web Collaboration Technologies (WebEx), Business messaging such as (Jabber/Spark/MSFT Teams/Skype for business/HipChat/Slak/Yammer) Audio / Visual equipment, Cloud Video Bridging (Cisco CMR), and Video Conferencing room infrastructure (Cisco).

Operational portion of the role will require systems configuration and documentation, software installation and upgrades, technical support and troubleshooting, hardware builds and standards definition, new features implementation as well as assess systems utilization and performance tuning.

A desired candidate will be able to recognize trends, define problems, and suggest remedies to solve and improve employee efficiency when using our available collaboration tools. He or She will be able to eliminate current friction points and influence diverse teams to deliver results. Employees should be able to easily contact, communicate, and collaborate across functional and geographic boundaries in an intuitive fashion regardless of the content or set of tools.

This position will work with the various application teams to better understand application requirements related to collaboration and making recommendations and implementing support processes.

Primary Responsibilities & Objectives

  • The successful candidate should have deep knowledge and expertise with audio visual systems and equipment manufacturers,(such as Extron/Crestron/Shure/BiAMP/Tricastor/vBrick) as well as experience designing, engineering, installing, and commissioning systems for enterprise environment

  • Strong grasp of Audio & Video including signal flow, equipment functionality, control, and programmingSupport the rollout and usage of new AV offerings

  • Proficiency with troubleshooting complex AV/VC problems that flow through Routers/Switches/Firewalls & load balancers

  • Contribute to and support improvement of design standards, processes and documentation

  • Contribute to the ongoing development of the company AV practice through thought leadership, participation in team events and promoting customer success

  • General knowledge and familiarity with building construction, the ability to read and understand construction documents, plans, and specifications is a plus.

  • Ability to communicate with technical staff; providing guidance on installation procedures and troubleshooting on projects.

  • 8+ years of Cisco Unified Communication Manager experience, including deep knowledge of MRA/ASA/Voice Gateways/End Points support and configuration

  • 5+ years of deploying and supporting Collaboration tools such as Jabber, WebEx Connect, Skype of business & web conferencing solutions (WebEx, Adobe Connect, Lync).

  • 5+ years of Cisco video conferencing codec support or similar full room visual communication technology and related support hardware to conduct video and audio conferences.

  • Required experience deploying and supporting video streaming infrastructure (Wowza, VBrick, Skype Broadcasts or similar).

  • Deep understanding of collaboration protocols such as, TCP, UDP, SIP, SCCP, QoS, H.323, G.711, H.264 and SVC.

  • Experience with Crestron product lines including Fusion preferred.

  • Establish and follow policies and change procedures for infrastructure administration.

  • Establish and follow best practices for enterprise monitoring, troubleshooting and maintenance.

  • Open to participate in 7x24x52 operational support rotation and maintenance for the technical environment and associated sub-systems if required

  • Work with key business users to understand the business requirements and potential collaboration solutions within the current architecture.

  • Proactively identify potential production issue and recommend and implement solutions

  • Work on daily ticket submittals from end users for support and resolution

  • Act as the escalation point for all level support issues and be able to perform support and follow through to resolution for local issues affecting the business.

  • Participate in and drive projects and be a representative for the global AV/VC team for local support.

  • Assess and perform systems utilization and headroom reports to assist in troubleshooting and performance tuning.

  • Create and maintain detailed systems documentation and post to shares for team information sharing

Qualifications, Skills and Education


  • Possess a good understanding of

  • DSP platforms such as: Biamp, BSS, Clear-One

  • Audio transport platforms such as: AVB, Blu-Link, Cobra-Net, Dante

  • Video transport platforms such as: Crestron, AMX, Extron, HDBaseT, etc.

  • Audio Visual equipment manufactured by Christie, Cisco Tandberg, Extron, Biamp etc.

  • Video wall equipment manufacturers such as BrightSign, Barco, RGB Spectrum, and Planar.

  • Digital signage equipment manufactured by Cisco, Scala, NEC, Samsung.

  • Cisco Video equipment such as SX DX EX & Spark Room Kit.

  • Must demonstrate ongoing technical education through vendor and/or industry resources

  • Bachelor s Degree in related technical field, or comparable experience

  • Experience in a user-focused technical-support environment.

  • Ability to perform 7x24 on-call duty on a rotational basis with other team members if it ’ s needed

  • Ability to communicate complex technical concepts clearly to peers and management

  • Ability to think logically and analyze application and business process requirements.

  • Exhibits leadership qualities and strong procedural and architectural documentation skills

  • Experience in a user-focused technical-support environment

  • Flexible, adaptable, and able to manage multiple tasks in a dynamic, high-pressure, fast-paced environment

  • Self-driven and be able to work independently with minimal supervision

Ellie Mae is an Equal Opportunity/ Affirmative Action Employer. Minorities, Females, Disabled and Veterans are encouraged to apply.

We do not accept resumes from headhunters, placement agencies, or other suppliers that have not signed a formal agreement with us.