Job Description
Domain Activity 1 – In-Service Support (MCO)
Missions
* Monitor all activities and requests related to the telephony scope (Cisco CUCM and Teams Telephony).
* Ensure stability, operation, and quality of the IT system infrastructures and applications supporting the CCM platforms, guaranteeing their availability whenever and wherever required.
* Implement technical solutions in compliance with business-driven deadlines, as well as the company’s strategy and security policies.
* Provide second-level support for system issues reported by the Service Desk (ticket management).
* Monitor all telephony system infrastructures and plan ongoing developments in coordination with service providers.
* Diagnose and resolve incidents using system administration and performance monitoring tools.
* Work in close collaboration with other technical and business teams.
* Maintain and update documentation for system policies, technical specifications, and operating procedures.
* Participate in the 24/7 out-of-hours support rota with other members of the UC team to ensure continuity of service for the Genesys Cloud contact center application.
* Manage Genesys Cloud administration tasks, including CLI operations, in coordination with Orange (service provider).
Autonomy / Latitude
* Fully autonomous in managing daily tasks and tickets.
Domain Activity 2 – Continuous Improvement and Projects
Missions
* Contribute to the strategy and definition of telecom resources required by the company’s applications.
* Address technical debt by proposing and implementing innovative solutions.
* Conduct a preliminary audit in preparation for migrating the Cisco CUCM telephony environment to Microsoft Teams Telephony.
Deliverables
* Complete audit report: findings, improvement opportunities, and architecture diagrams.
* Plan for the decommissioning of copper lines.
* Technical specifications for the migration to Teams.
* Detailed migration schedule for all sites.
* Project budget estimate.
* Multi-country perspective: international coordination, with all documentation and meetings conducted in English (French is a plus).
Autonomy / Latitude
* Shared autonomy with the manager, depending on the project scope.
Domain Activity 3 – Third-Party Management and Contract Follow-Up
Missions
* Monitor various contracts (SLAs, support agreements, renewals, and key dates).
* Build and maintain strong relationships with partners (telecom providers, maintenance vendors).
* Collaborate with the procurement team to assess and challenge current suppliers.
Autonomy / Latitude
* Autonomous in day-to-day operations.
* Shared responsibility with management and procurement for contract renewals and new agreements.
Qualifications
Desired Experience
* Successful migration of a Cisco telephony environment to Microsoft Teams.
* Multi-site and multi-country experience.
* SIP environment.
* Strong project management skills.
Required Profile
* Engineer with proven expertise in telephony (on-premise and cloud environments).
* Engineering degree in Computer Science or equivalent.
* Experience in installing, troubleshooting, and operating communication technologies.
* Experience deploying, supporting, and troubleshooting IP telephony devices, including desktop agents, desk phones, and other endpoints.
* Experience with monitoring tools (Centreon preferred).
Technical skills
1. Microsoft Teams & Telephony
2. Cisco CUCM & Jabber
3. Cisco IOS Gateways
4. VOIP
5. Genesys Cloud Contact Center Solutions
6. Call recording software
7. Windows (Desktop & Server)
Networking / Administration
* Solid understanding of network protocols and security: IP, LAN/WAN, QoS, VLAN, DNS, DHCP, VPN configuration.
* Knowledge of standards and protocols: SIP, RTP, H.323.
Project & Team Management Skills
* Experience managing group-wide projects (all sites, all vessels).
* Rigorous methodology: planning, reporting, risk management.
Additional Information
Travel
* Regular travel required across countries and company sites.
All our positions are open to people with disabilities