SUMMARY 

The role involves providing daily support for incidents, requests, new hires, and feature administration, ensuring the stability and availability of Voice, Messaging, and Collaboration Infrastructure through regular health checks and system updates. Responsibilities include troubleshooting various communication systems, including cloud-based contact centers and unified communications platforms like Teams and Genesys.   

PRIMARY RESPONSIBILITIES 

Perform Daily ticket support of all incident, request, new hire, call routing, call flow and other feature administration.  Perform Daily/Weekly/Quarterly Health checks/reports to ensure overall availability and stability of all Voice, Messaging and Collaboration Infrastructure technologies supported.  Perform system updates and patching of supported systems/Infrastructure.  Troubleshooting of a CM/GW, cloud based, Contact Center, Quality management, WFM and other integrated network and applications etc.  Troubleshooting of Unified Communications such as Teams/Genesys/etc. or other related products   Troubleshooting of End Users access and applications. 

REQUIRED KNOWLEDGE/ SKILLS AND ABILITIES 

Strong English language skills oral and written  2+ years of experience in system/server handling such Telephony/PABX and administering users in UC Teams systems.  Have experience and working knowledge with Call Manager-GW / SIP-SBC / VoIP setup for Internal (PABX) and Contact center setup.  2+ years of experience in operations of Voice/SIP technologies.  In-depth knowledge of Telephony and system includes call flow, dialing Plan/routing plan etc.  Working knowledge of Microsoft Active Directory/Exchange and MS 365 products.  Working knowledge of call accounting and CDR concepts.  Working knowledge of LAN/WAN systems, networks, and applications  Working knowledge of Server / virtualization/Cloud technologies.  Experienced interfacing with carriers vendors for new technology development and collaboration.  Working knowledge of IP Routing, Quality of Service technologies with demonstrated troubleshooting in a large enterprise organization.  Working knowledge of HW / SW phones includes WebRTC and cloud based telephony systems.  Additional systems supported are Teams/Genesys/Fax System or other related system. 

OTHER QUALIFICATIONS

Graduate of Bachelors of Science degree in Engineering or related computer courses.