Nuvia
General Summary:
The responsibilities of this individual will have a focus on managing VoIP, Web-Ex Contact Center solutions ensuring the smooth and efficient operations.
Duties will also include service monitoring and maintenance, infrastructure and client support, and project/upgrade work for the supported services and technologies.
Key Responsibilities:
- Deployment, support, and troubleshooting: Deploy, support, and troubleshoot various versions of TEAMS Phone System.
- Communication across organizational levels: Discuss Team’s and Office 365 Platform Services with technical staff, project managers, and management.
- PowerShell expertise: Utilize strong knowledge of PowerShell commands and scripting for system management.
- Ribbon SBCs integration: Experience with Ribbon SBCs integrated with MS Teams Direct Routing, including deployment methodologies, best practices, and troubleshooting.
- Poly (HP) Devices management: Deploy and troubleshoot Team’s Phone System and Poly (HP) Devices, following best practices.
- Unified Messaging integration: Configure Team’s audio, video, and telephony solutions, integrating them with M365
- Manage Field Requests: Handle requests from various resources, including creating and modifying agent profiles and IVR call flows.
- Build/configure/implement call flows: Design and implement call flow structures to enhance customer experience and operational efficiency.
- TIER 3 operations and maintenance:Focus on day-to-day operations, preventive maintenance, and upgrade responsibilities in the call center environment.
- Expertise in WxCCE components: Demonstrate TIER 3 expertise in configuration and troubleshooting of WxCCE components.
- Troubleshooting and log analysis: Capture and interpret debug level logs for WxCCE and other UC environments to diagnose and resolve issues.
- Support and stakeholder engagement: Provide support to contact center stakeholders and ensure smooth operations through effective configuration and testing in WxCCE environments.
Minimum Qualifications:
• Bachelor's degree in Computer Science, Computer Engineering, Information Systems, or related field.Bachelor's/Masters in Information Technology or equivalent
Overall 6+ Years of Experience with SBCs, Unified Communications and Contact Center technology.
Any certifications in relevent Microsoft Technologies like MS-721, Webex Contact Center, etc.
6+ Years of Experience with SBCs, Unified Communications and Contact Center technology.
Any certifications in relevent Microsoft Technologies like MS-721, Webex Contact Center, etc.
Bachelors/Masters in Information Technology
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