Telecom Support Engineer II (TCF)

Job Title:

Job Description

The global technology and services leader that powers the world’s best brands, today and into the future. We’re solution-focused, tech-powered, intelligence-fueled. With unique data and insights, deep industry expertise, and advanced technology solutions, we’re the intelligent transformation partner that powers a world that works, helping companies become refreshingly simple to work, interact, and transact with. We shape new game-changing careers in over 70 countries, attracting the best talent.

In our Information Technology and Global Security team, you will deliver the latest technology infrastructure, transformative software solutions and industry-leading global security for our staff and clients. You will work with the best in the world to design, implement and strategize IT, security, application development, innovation, and solutions in today’s hyperconnected world. You will be part of the technology team that is core to our vision of develop, build and run the future of Integrated Services.

Our game-changers around the world have devoted their careers to ensuring every relationship is exceptional. And we’re proud to be recognized with awards such as "World's Best Workplaces," “Best Companies for Career Growth,” and “Best Company Culture,” year after year.

We embrace our game-changers with open arms, people from diverse backgrounds, who are curious and willing to learn. Your natural talent to help others and go beyond WOW for our customers will fit right in with what we do and who we are.

Join us and be part of this journey towards greater opportunities and brighter futures.

A UC & CCaaS Specialist is responsible for designing, implementing, integrating, and supporting Unified Communications (UCaaS) and Contact Center as a Service (CCaaS) solutions, ensuring seamless deployment and alignment with business requirements. The role involves configuring voice, chat, video, and collaboration platforms, performing testing and quality assurance, providing advanced technical support and troubleshooting, monitoring system performance, and implementing upgrades to maintain security and reliability. The specialist collaborates closely with clients, vendors, and internal teams to deliver projects, optimize platform functionality, resolve issues, and drive adoption through training and onboarding. Additionally, the role requires maintaining accurate documentation, reporting on system performance and support metrics, and recommending enhancements that improve communication, collaboration, and overall operational efficiency.

Key Roles and Responsibilities :-

Implementation & Integration:

• Lead the design, configuration, and deployment of Unified Communication (UC) and Contact Center as a Service (CCaaS) solutions.
• Collaborate with cross-functional teams to implement new UC and CCaaS projects, ensuring smooth integration with existing systems.
• Manage and oversee the setup of new features and functionality for UCaaS and CCaaS platforms, including voice, chat, video conferencing, and collaboration tools.
• Perform testing and quality assurance to ensure all UC and CCaaS solutions meet organizational and client specifications.

Support & Troubleshooting:

• Provide second and third-line support for internal and external stakeholders, addressing any technical issues related to UC and CCaaS platforms.
• Troubleshoot, diagnose, and resolve technical problems with communication systems, ensuring minimal disruption to services.
• Maintain documentation for troubleshooting procedures, FAQs, and best practices.

System Monitoring & Optimization:

• Monitor the performance of UC and CCaaS platforms to ensure optimal functionality and user experience.
• Implement ongoing system updates, upgrades, and patches to maintain security, performance, and compliance.
• Identify opportunities for platform optimization, providing recommendations for improving system efficiency.

Client & Stakeholder Management:

• Work directly with clients or internal departments to understand business needs and customize UC and CCaaS solutions accordingly.
• Ensure timely delivery of project milestones and provide ongoing support post-implementation.
• Offer training and onboarding sessions for end-users to ensure full adoption of new systems.

Collaboration & Communication:

• Collaborate with vendors, service providers, and internal teams to resolve technical issues and implement new solutions.
• Keep stakeholders informed about project progress, issues, and resolutions.
• Provide recommendations on new tools and features to enhance communication and collaboration workflows across the organization.

Documentation & Reporting:

• Maintain comprehensive records of system configurations, changes, and troubleshooting steps.
• Develop reports and dashboards to track system performance, usage metrics, and support ticket resolution times.
• Document new project requirements, workflows, and implementation strategies.
• Complete all assigned, mandatory training within the timeframe provided
• Conduct and/or participate in regularly scheduled 1:1 meetings with direct manager and/or direct reports

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