Associate Consultant - UC

About the Company

SoftwareOne is dedicated to delivering innovative cloud solutions and services to help businesses thrive in a digital world. Our mission is to empower organizations through technology, fostering a culture of collaboration, inclusivity, and continuous improvement.

About the Role

Are you passionate about solving real-time voice and collaboration issues Do you enjoy working with Microsoft Teams, SBCs, and enterprise voice technologies Ready to support global customers in a fast-paced 24x7 cloud environment If yes, this role might interest you! As an UC Associate Consultant, you'll deliver 24x7 technical support for SoftwareOne's Cloud Managed Services customers. You'll troubleshoot complex voice, Teams, and SBC issues, work with escalation teams, and ensure seamless communication experiences for users worldwide. You'll also create knowledge articles, maintain documentation, and continuously strengthen your skills across cloud and workplace technologies.

Responsibilities

• Provide L2 support for Microsoft Teams, Skype for Business (On-Prem/Hybrid), Direct Routing & Cloud PBX.
• Troubleshoot and manage AudioCodes/Ribbons SBCs, SIP issues, call flows, QoS/CAC, and voice gateway configurations.
• Monitor OVOC dashboards, resolve alerts, and ensure SLA adherence.
• Handle escalations, perform RCA for major incidents, and support service improvement programs.
• Work closely with global stakeholders and deliver clear customer communication.
• Contribute to technical knowledgebases and uphold quality/security standards.

Qualifications

• 35 years experience with AudioCodes/Ribbon SBCs & enterprise voice.
• Strong exposure to Microsoft Teams Voice, IP phones (Polycom, AudioCodes), and video conferencing solutions.
• Solid understanding of SIP, call routing, VPNs, PBX environments & cloud integration.
• Experience with Skype for Business, migrations to Teams & managed service operations.
• Excellent communication, troubleshooting skills, and willingness to work in 24x7 shifts.
• Engineering degree preferred; ITIL Foundations a plus.

Required Skills

• MS-700 (Teams Administrator Associate)
• MS-721 (Collaboration Communications Systems Engineer)
• AudioCodes ACA

Preferred Skills

• Experience with additional collaboration tools and technologies.
• Knowledge of advanced networking concepts.

Pay range and compensation package

Compensation details will be discussed during the interview process.

Equal Opportunity Statement

SoftwareOne is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.