About this role
- 2-4 years of experience in Unified Communications, Voice, and Collaboration technologies.
- Strong troubleshooting and analytical skills with the ability to resolve complex technical issues.
- Excellent understanding of enterprise voice and video architectures.
- Experience working in global support environments.
- Strong customer-focused approach with excellent communication skills.
- Self-motivated and capable of working independently and within cross-functional teams.
- Ability to identify transformation opportunities and drive continuous service improvements.
- Experience following ITIL processes including Incident, Change, Problem, and Service Request Management.
- Good documentation and technical writing skills.
Mandatory Skills
- Microsoft Teams Direct Routing
- AudioCodes SBC (or any other SBC integrated with Teams Direct Routing)
- Microsoft Teams Voice & Telephony Administration
- Teams Voice Routing, Calling Policies, Dial Plans, and Meeting Policies Administration
- Cisco Unified Communications Manager (CUCM) 11.x and above
- Cisco Expressway
- Strong SIP call flow analysis and troubleshooting skills
- ISDN, SIP PRI, and SIP Trunk troubleshooting
- Microsoft Teams Conferencing and CVI integrations with Webex
- Understanding of Azure and Microsoft 365 ecosystem
- Knowledge of signaling protocols including SIP, HTTPS, TLS, TCP/IP
- Experience troubleshooting voice and video quality issues
Preferred / Secondary Skills
- PowerShell Scripting and Automation
- Cisco Unity Connection Administration
- Webex Control Hub Administration
- Webex Cloud Integration and Webex Edge
- Zoom Administration, User & Meeting Policy Management
- Teams, Webex, and Zoom Reporting & Analytics
- Cisco TelePresence Endpoint Administration, INtegration
- Video Conferencing Technologies and Infrastructure
- Basic Azure Administration
- Automation tools such as Power Automate or scripting solutions
Nice to Have
- Microsoft Teams Rooms (MTR) Administration
- Power Automate / Automation Development
- AI-driven Operations and Monitoring Solutions
- Experience with enterprise monitoring and reporting platforms