Telecom – Unified Communications Engineer

Job Description:

The Unified Communications Engineer is a key part of IT Operations group and will focus on the Enterprise Unified Communications and Call Center programs across the globe. You will support a cloud VOIP solution that includes Standard UC end user phones, Conferencing, Call Center functions such as IVR, CTI Screen Pops, QM, QFM, Chat, Voice and Email channels. A successful individual will be able to effectively troubleshoot technical issues, manage vendor activities/relationships, manage projects, and coordinate with internal business units. The position is a mixture of day-to-day support and project based workstreams.

We would like to focus on this person having the ability to bridge the gap between the business and the vendor along with strong ability to read call flows, troubleshoot call flow issues and build call flows within ANY telephony platform. If they have Ring Central or Incontact experience, that’s a HUGE plus.

Key Responsibilities:

· The Unified Communications Engineer will be responsible for analyzing, installing, administering, maintaining, and troubleshooting of our cloud UC and Call Center platform.

· In addition, the Unified Communications Engineer will perform operational tasks, including scheduled maintenance, project work, and installation tasks in conjunction with other IT Engineering efforts.

· Research and maintain VoIP solutions and associated interfaces such as Contact Center and other tools with Senior level mentoring/support.

· Research, develop, and implement IP based interfaces to existing interfaces such as Zoom, Teams, GoTo Meeting, Poly, Logitech, Crestron and other A/V components as needed.

· Analyze and record systemic problems and suggests methods of resolution

· Consult, configure, setup, functional test and verify business requirements are met.

· Troubleshoot hardware, software and configuration issues in support of the Cloud VoIP systems and associated interfaces.

· Monitor and manage capacity of UC resource environments.

· Partner with the IT Service Desk and other team members to document and submit new content to the knowledge base.

· Support on-call rotation staff in the facilitation of after hour work functions associated with vendor platform updates and project rollouts as needed.

· Use excellent communication skills to identify, document, and address customer needs while building a relationship and rapport with customers

· Build positive working relationships with team members, managers & all departments.

· Prioritizes and responds promptly based on severity levels to needs of the customer

· Proactively or timely recognizes opportunities for service enhancements and resolution to complex issues within the environment.

· Consistently lives out the commitment to the tenets of service excellence as illustrated in daily interactions with staff and others outside of the organization

· Ensure all UC platforms and processes adhere to the governance, audit and compliance programs for Verra Mobility and its clients.

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES: may include but are not limited to the following:

· 2+ years of relevant experience or equivalent combination of education and work experience in Telecommunications, preferably UaaS Solutions such as Ring Central.

· Familiar with network fundamentals (TCP/IP)

· Familiarity with a Mutli Channel solutions that include email, chat and voice.

· Familiar with cloud QM/WFM platforms such as Nice and others.

· Documented experience with troubleshooting complex call flows, conference rooms that include projectors, rack PC, microphones, cameras and end user issues as they arise.

· Familiarity with Office products such as Excel, Word and Visio.

· Familiarity with configuring new skills, agent stations/profiles, ring groups, call queues and conference phones within a cloud solution.

· Documented experience with configuring and determining conference room solutions such as Poly, Logitech, Crestron, Zoom, etc.

· Demonstrate good judgment in solving problems, identifying problems in advance, and proposing solutions

· Excellent verbal, problem solving, and time management skills.

· Knowledge of processes and procedures while working with 3rd party vendors to troubleshoot and configure.

· Familiarity with ITIL and best practices when working within Service Now.

· Knowledge of Business Analyst functions to include requirements gathering and new service releases.

Job Types: Full-time, Contract

Pay: $30.00 – $40.00 per hour

Benefits:

• Health insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Ability to commute/relocate:

• Mesa, AZ 85201: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Unified Communication Engineer: 2 years (Required)
• reading call flows: 2 years (Required)
• troubleshooting call flow issues: 2 years (Required)
• Ring Central: 1 year (Preferred)
• Incontact: 1 year (Preferred)
• Telecom Analyst: 2 years (Required)

Work Location: Hybrid remote in Mesa, AZ 85201