Telecom Engineer, CCaaS Specialist

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.