Description
Title: Voice Support Engineer
Duration: 6 months
Location: Remote (Newcastle, UK)
The manager is looking for someone with more voice engineer experience.
What are the top 3 must have skills needed for this role ?
a. Cisco web-ex
b. Knowledge on Teams and support model
c. ITIl
Have extensive prior experience in designing and implementing UCaas and CaaS technologies- - Not a requirement- UCaas technologies would be a nice to have
Any certifications or educations requirements- ITIL version 3 would be a nice to have
Introduction/Background: UCaaS Support Engineer
Objective: Replace current staff for exiting project ending Dec 2020,hire new staff with skills sets required for UCaaS program support.
Scope of the Role: Develop Support Process and Support UCaaS
Detailed Role Description(s):
- Execute and implementation of a long-term communication services support strategy for UC Office
- Work with P&G business units to develop new design and service improvements.
- Implement current planned P&G Office to new UCaaS solution.
- Support all aspects of UC voice, AWS Connect to for CC, and Microsoft Teams
- Monitoring and support of the communications infrastructure
- T3 outage and support
- Maintain UCaaS & CCaaS technology life cycle
- Partner with the global IT Application and Information Delivery teams to ensure that developments are consistent with the Technology Design, to ensure achievement of service level objectives, and to identify opportunities to leverage technology to the benefit of the business
- Adhere to service level and problem management agreements.
- Ensure the environment operates at the highest level of compliance with Sarbanes Oxley requirements, including, but not limited to Change Management and Security
- Develop global UCaaS and CCaaS Support standards
- Define monitoring tools
- Build and maintain support lab
- Develop day two support and monitoring standards
- Develop a framework for complete UCaaS and CCaaS service life cycle
- Support strategic business initiatives, including support of service transition processes. Lead continuous improvement initiatives to drive higher efficiency and performance of services
- Ensure vendor work is accurately and deeply reviewed and also meets all applicable standards; identify gaps and opportunities in work to achieve long-term business goals
- Participate in and lead a multi-functional IT Design group that reviews designs from an enterprise perspective.
Requirements:
- 5 years of progressive experience in a combination of development, support, UCaaS and CCaaS and related IT disciplines. If no degree, seven years of progressive experience as stated above
- Strong consultative skills,customer-facing business support development
- Direct expertise in UC and network support using direct connect VLPS and SDWAN
- Direct experience implementing and supporting software-defined networking solutions, including VMware NSX and other SDN or SDWAN technologies.
- Direct experience with troubleshooting and supporting SIP, VOIP, Microsoft Teams, Webex, Avaya, Audio Codes Client.
- Past experience should include significant background leading broad and complex technical work with proven success in the design and delivery of quality scalable IT solutions on time, on budget, and in compliance with applicable requirements.
- Exposure to multiple, diverse technical integrations, technologies, and processing environments, including cloud and SaaS technologies.
- Solid experience in solution design principles and practices, system development methodologies, and software life cycles.
- Experience coordinating vendor solution delivery and partnering effectively with vendors to meet business needs.
- Experience in global support models
- Experience in Client Design and design preferably Audiocodes
- Excellent verbal and communications skills
- Experience working with Polycom Video endpoint, WebRTC, Skype for Business, Microsoft Teams, and Webex.
Overall Industry Experience: 5 years
Relevant Experience: Microsoft TEAMS, Cisco Webex, ZOOM,Audio Codes, SIP Trunks
Skills: Develop Support Processes, Day 2 Support, SIP Troubleshooting, VOIP Troubleshooting
Standout Qualities: TEAMS, WebEX, SIP