Who We Are
unifyCX is an emerging Global Business Process Outsourcing company with a strong presence in the U.S., Colombia, Dominican Republic, India, Jamaica, Honduras, and the Philippines. We provide personalized contact centers, business processing, and technology outsourcing solutions to clients worldwide. In nearly two decades, unifyCX has grown from a small team to a global organization with staff members all over the world dedicated to supporting our international clientele.
UnifyCX is a transformative AI platform that empowers and enables teams to deliver efficient, exceptional customer experiences. We engineer superhuman customer experiences through a powerful blend of strategy, omnichannel support, analytics, and AI-driven tools like GoTalent.AI, Voice of Customer, and automatic QA. Our outcome-based model prioritizes measurable results for more than 200 client programs serviced today. With a focus on automation, talent enablement, strategic partnerships, and strict data ethics,
UnifyCX delivers scalable, personalized, and compliant solutions that create real business impact. At unifyCX, we leverage advanced AI technologies to elevate the customer experience (CX) and drive operational efficiency for our clients. Our commitment to innovation positions us as a trusted partner, enabling businesses across industries to meet the evolving demands of a global market with agility and precision. unifyCX is a certified minority-owned business and an EOE employer who welcomes diversity.
Role Objective
The IT Senior Executive acts as the primary on-site technical anchor for the call center. This role focuses on ensuring that local systemsfrom Windows 11 desktops to the Meraki WiFi networkare fully operational. While deep-level network configuration ishandled by a dedicated team, this individual must be the eyes and ears on the ground, capable of monitoring local infrastructure, identifying failures in MPLS/ILL links or f irewalls, and coordinating with expert teams to resolve issues rapidly.
Key Responsibilities
- Monitoring & Incident Coordination:
- Actively monitor the health of the local network, including Cisco 9300L switches, Meraki MS130 devices, and Palo Alto firewalls.
- Identify outages in MPLS and ILL (Internet Leased Line) links or other connectivity incidents immediately.
- Raise tickets and escalate connectivity or firewall issues to the dedicated Network Team, providing them with local logs or physical status updates to speed up troubleshooting.
- On-Site Infrastructure Support:
- Manage and maintain on-premise Active Directory for user password resets, account lockouts, and policy & group membership.
- Ensure all Windows 11 workstations are correctly joined to the domain and receiving necessary security updates.
- Maintain the local WiFi network to ensure seamless connectivity only for authorized devices.
- Client Systems & Voice Support:
- Facilitate agent access to Client VDI tools and remote desktop environments, and provide local support for internal and client applications (e.g. MicroSIP soft phone, custom MFA, etc.).
- Monitor voice connectivity; troubleshoot local hardware issues (headsets/cabling) and escalate platform-wide latency or registration issues to the client's voice team.
- Asset & Compliance Management:
- Maintain a rigorous IT Asset Register, ensuring all hardware (desktops, laptops, monitors, headsets) is tracked from delivery through the entire device lifecycle until secure decommissioning.
- Monitor local UPS systems and power systems, and coordinate with electrical teams for rack power issues.
Required Skillset
- Technical Knowledge (Operational Level):
- Systems: Proficient in Windows 11, M365 and Active Directory user management.
- Networking Basics: Ability to identify hardware status via LED indicators on Cisco/Meraki hardware
and use basic commands (Ping, Traceroute) to diagnose reachability.
- Security: Understanding of how firewalls and IPsec VPNs affect application access to provide clear symptom reports and support incident investigations with the security team.
- VDI & Voice: Basic troubleshooting of virtual desktop clients and soft phones.
Soft Skills & Professionalism
- Coordination: Excellent communication skills to bridge the gap between local end-users and remote technical experts.
- Flexibility: Must be comfortable working night shifts and adapting to the fluctuating hours of a global call center as needed.
- Ownership: A get-it-done attitude toward hardware support and asset tracking.
Minimum Qualifications
- Bachelor's degree in IT, Computer Science, or similar discipline, or equivalent work experience.
- 5-7 years of hands-on IT support experience, ideally in a BPO or high-volume call center environment.
- Demonstrated familiarity with ITIL processes (Incident, Request and Asset Management).
