Pioneering trusted medical solutions to improve the lives we touch: Convatec is a global medical products and technologies company, focused on solutions for the management of chronic conditions, with leading positions in advanced wound care, ostomy care, continence care, and infusion care. With around 10,000 colleagues, we provide our products and services in almost 100 countries, united by a promise to be forever caring. Our solutions provide a range of benefits, from infection prevention and protection of at-risk skin, to improved patient outcomes and reduced care costs. Convatec’s revenues in 2023 were over $2 billion. The company is a constituent of the FTSE 100 Index (LSE:CTEC). To learn more about Convatec, please visit http://www.convatecgroup.com Our search for better is changing the lives of our customers. It’s changing the careers of our people too – creating new challenges and opportunities all the time. We’re a business that never stands still. Join us on our journey to #ForeverCaring **The Role:** As a Teams Voice Engineer you will plan, design, configure, maintain, and troubleshoot an integrated communications solution at an Enterprise level organization. You must be able to help translate business requirements into technical architecture and design for communication solutions. You will be familiar with telecommunication technologies and have experience in Microsoft Teams, Microsoft 365, and PowerShell. You must be able to deploy and configure Microsoft Teams Phone with PSTN connectivity through Direct Routing, Operator Connect, and Teams Calling Plans as well as manage Teams-certified devices, audio/video conferencing, and voice migration. The Teams Voice Engineer collaborates with telephony providers and third-party vendors to enable advanced voice features in Microsoft Teams and works with administrators for other workloads, including networking, identity, licensing, security, and compliance. **Key responsibilities** **and authority** + Reviews complex issues (e.g., multiple components of a product) and contacts customers to understand issue. Ensures customers stay informed as to the status/solution of their issue. Utilizes troubleshooting tools (e.g., event logs, performance traces) to help resolve customer issues. + Acts as an advisor to the customer and handles complex, repeatable, or escalated cases that may become politically charged. Creates technical articles or knowledge base (e.g., edits or creates news/ knowledge-based articles) that is internal or customer facing for better customer understand. Provides best practices and education to ensure customer understands the problem to proactively resolve potential issues in the future. + Performs complex product troubleshooting and remediation when needed. + Works alongside the Incident teams to drive incident resolution for configuration or other service deficiencies impacting customers. Analysis patterns of problems and identifies workflows to optimize support. + Collaborates on cross-team and cross-product technical issues by working with resources from other groups including support engineering groups, project groups, services team as needed to resolve complex customer issues. **Key requirements** + Microsoft Technology Certifications such as MS-740, MS-700 and MS-721 + Working knowledge of networking, VoIP, experience with underlying technologies such as: Routing & Switching Protocols, TCP/IP, DNS, QoS, SIP or VLANs, and WAN protocols and technologies. **Education/ Qualifications** + 5+ years’ voice/VOIP technical support, technical consulting experience, or information technology experience in a multinational company. + 3+ years’ technical support, technical consulting experience, or information technology experience in Teams Voice. + Experience working with Windows Server, Active Directory, IIS, SQL Server, Exchange Server + Knowledge of Office 365 technologies – particularly, Skype for Business and Microsoft Teams + Experience in Office 365 Authentication and voice offerings **Travel Requirements** Percentage of working time involving travel, and travel destinations Example: Position may involve travel within the region. Most trips will include overnight travel. Our transformation will change your career. For good. You’ll be pushed to think bigger and aim for excellence. Your ideas will be heard, and you’ll be supported to bring them to life. There’ll be challenges. But, stretch yourself and embrace the opportunities, and you could make your biggest impact yet. This is stepping outside of your comfort zone. This is work that’ll **move** you. \#LI-ÁN1 \#LI-Hybrid **Beware of scams online or from individuals claiming to represent Convatec** A formal recruitment process is required for all our opportunities prior to any offer of employment. This will include an interview confirmed by an official Convatec email address. If you receive a suspicious approach over social media, text message, email or phone call about recruitment at Convatec, do not disclose any personal information or pay any fees whatsoever. If you’re unsure, please contact us at careers@Convatec.com . **Equal opportunities** Convatec provides equal employment opportunities for all current employees and applicants for employment. This policy means that no one will be discriminated against because of race, religion, creed, color, national origin, nationality, citizenship, ancestry, sex, age, marital status, physical or mental disability, affectional or sexual orientation, gender identity, military or veteran status, genetic predisposing characteristics or any other basis prohibited by law. **Notice to Agency and Search Firm Representatives** Convatec is not accepting unsolicited resumes from agencies and/or search firms for this job posting. Resumes submitted to any Convatec employee by a third party agency and/or search firm without a valid written and signed search agreement, will become the sole property of Convatec. No fee will be paid if a candidate is hired for this position as a result of an unsolicited agency or search firm referral. Thank you. **Already a Convatec employee?** **If you are an active employee at Convatec, please do not apply here. Go to the Career Worklet on your Workday home page and View "Convatec Internal Career Site - Find Jobs". Thank you!**