Role Description
Responsible for Unified Communications / Telecommunications hardware and software, including design, development, execution, maintenance and troubleshooting. Maintains liaison with outside vendors for hardware, software, circuit and equipment orders as required.
- Assist in the development and implementation of Unified Communications / Telecommunications solutions and enhancements.
- Analyze and recommend solutions, upgrades and services for streamlining and process improvements.
- Support multiple locations worldwide; domestic and international travel may be required.
- Maintain in-depth knowledge and understanding of network topology, equipment and terminology.
- Manage technical projects and work with groups within the department.
- Implement, support and test system patching, hardening, hardware/software upgrades, system updates and break/fix activities on Unified Communications / Telecommunications equipment.
- Interact with internal and external customer groups to perform necessary Unified Communications / Telecommunications configuration, MACDs or repairs.
- Support hardware/software maintenance including troubleshooting, installation and upgrades for workstations and servers.
- Administer the Global Contact Center software Genesys Cloud CX.
- Work out of the Pune, India office on a normal basis, with the opportunity to work remotely 1–2 days a week as needed.
- Support an early start time of 6:00 AM to provide follow-the-sun coverage for APAC.
Skill Requirements
Primary Skills (Must have skills):
- In-depth knowledge of Unified Communications / Telecommunications operations, hardware, software, systems and management.
- Experience in network and Unified Communications / Telecommunications applications.
- Basic IT understanding of network topology, equipment and terminology.
- Strong aptitude for technical understanding.
- Working knowledge of contact center environments.
- Ability to solve Unified Communications / Telecommunications issues and work with other Infrastructure teams and vendors to troubleshoot issues.
- Cisco certification required for the UC Analyst II level.
- Strong communication and collaboration skills.
Preferred
- Project management and communication skills training preferred.
Education / Experience
- High school diploma or equivalent required.
- 2 years of experience in Unified Communications / Telecommunications required.
- Degree in Computer Science or related field, or equivalent combination of education, training and experience which provides the requisite knowledge, skills and abilities for the job required.
- Cisco Certifications required.
Reasoning / Problem Solving
- Ability to solve Unified Communications / Telecommunications issues and collaborate with Infrastructure teams and vendors to troubleshoot issues.
- Ability to define problems, collect data, establish facts and draw valid conclusions.
Communication Skills
- Ability to verbally communicate ideas and issues effectively to other team members and management.
- Ability to write and record data and information as required by procedures.
Additional Notes
- The above statements describe the general nature and level of work being performed in this job and are not intended to be an exhaustive list of duties.
- Additional responsibilities may be assigned, as required, by management.
- The position is primarily based in the Pune, India office and supports global locations.
