Telecom Engineer, CCaaS Specialist

Other

Location
Barcelona, Spain
Language
English + Spanish
Summary
We're Concentrix. The intelligent transformation partner. Solution-focused. Tech-powered. Intelligence-fueled. The global technology and services leader that powers the world’s best brands, today and into the future. We’re solution-focused, tech-powered, intelligence-fueled. With unique data and insights, deep industry expertise, and advanced technology solutions, we’re the intelligent transformation partner that powers a world that works, helping companies become refreshingly simple to work, interact, and transact with. We shape new game-changing careers in over 70 countries, attracting the best talent. In our Information Technology and Global Security team, you will deliver the latest technology infrastructure, transformative software solutions and industry-leading global security for our staff and clients. You will work with the best in the world to design, implement and strategize IT, security, application development, innovation, and solutions in today’s hyperconnected world. You will be part of the technology team that is core to our vision of develop, build and run the future of Integrated Services. Our game-changers around the world have devoted their careers to ensuring every relationship is exceptional. And we’re proud to be recognized with awards such as "World's Best Workplaces," “Best Companies for Career Growth,” and “Best Company Culture,” year after year. We embrace our game-changers with open arms, people from diverse backgrounds, who are curious and willing to learn. Your natural talent to help others and go beyond WOW for our customers will fit right in with what we do and who we are. Join us and be part of this journey towards greater opportunities and brighter futures.
Description
Responsibilities:

Implementation & Integration:

Lead the design, configuration, and deployment of Unified Communication (UC) and Contact Center as a Service (CCaaS) solutions.
Collaborate with cross-functional teams to implement new UC and CCaaS projects, ensuring smooth integration with existing systems.
Manage and oversee the setup of new features and functionality for UCaaS and CCaaS platforms, including voice, chat, video conferencing, and collaboration tools.
Perform testing and quality assurance to ensure all UC and CCaaS solutions meet organizational and client specifications.

Support & Troubleshooting:

Provide second and third-line support for internal and external stakeholders, addressing any technical issues related to UC and CCaaS platforms.
Troubleshoot, diagnose, and resolve technical problems with communication systems, ensuring minimal disruption to services.
Maintain documentation for troubleshooting procedures, FAQs, and best practices.

System Monitoring & Optimization:

Monitor the performance of UC and CCaaS platforms to ensure optimal functionality and user experience.
Implement ongoing system updates, upgrades, and patches to maintain security, performance, and compliance.
Identify opportunities for platform optimization, providing recommendations for improving system efficiency.

Client & Stakeholder Management:

Work directly with clients or internal departments to understand business needs and customize UC and CCaaS solutions accordingly.
Ensure timely delivery of project milestones and provide ongoing support post-implementation.
Offer training and onboarding sessions for end-users to ensure full adoption of new systems.

Collaboration & Communication:

Collaborate with vendors, service providers, and internal teams to resolve technical issues and implement new solutions.
Keep stakeholders informed about project progress, issues, and resolutions.
Provide recommendations on new tools and features to enhance communication and collaboration workflows across the organization.

Documentation & Reporting:

Maintain comprehensive records of system configurations, changes, and troubleshooting steps.
Develop reports and dashboards to track system performance, usage metrics, and support ticket resolution times.
Document new project requirements, workflows, and implementation strategies.

Requirements:

Education & Experience:

Bachelor's degree in Computer Science, Information Technology, Telecommunications, or a related field (or equivalent experience).
Proven experience in managing, supporting, and implementing Unified Communications and CCaaS platforms (e.g., Amazon Connect, Nice CXOne, Avaya).
Experience in both project management and hands-on technical support in the UC and CCaaS domain.

Technical Skills:

In-depth knowledge of UCaaS, CCaaS, and VoIP technologies.
Familiarity with cloud-based communication platforms and contact center solutions.
Strong understanding of networking, and integration with other enterprise systems (CRM, ERP, etc.).
Experience with APIs, SIP, WebRTC, and cloud platform integrations.

Communication Skills:

Excellent communication skills to collaborate effectively with technical and non-technical stakeholders.
Strong organizational skills with attention to detail and ability to prioritize tasks.

Problem-Solving & Analytical Skills:

Ability to troubleshoot complex issues and provide creative solutions in a fast-paced environment.
Analytical mindset to assess system performance and user experience and make data-driven recommendations.

Certifications (Preferred):

Certifications in UCaaS/CCaaS platforms (e.g., Genesys Cloud, Cisco, Avaya, etc.).
ITIL
Certifications in networking or AWS cloud platforms are advantageous.

Soft Skills:

Strong customer service orientation with the ability to work collaboratively in a team.
Ability to mentor and guide junior team members.
Self-motivated with a continuous learning mindset to stay updated on industry trends and emerging technologies.

Ideal Candidate Profile:

You are a technically proficient professional who enjoys both hands-on implementation and providing ongoing support.
You have experience with deploying communication solutions from scratch, while also troubleshooting and optimizing existing environments.
Your strong problem-solving skills are complemented by your ability to communicate complex technical concepts to non-technical stakeholders, helping everyone stay on the same page.