Company Overview
Insight Enterprises is a Fortune 500 Solutions Integrator helping organizations accelerate transformation by unlocking the power of people and technology. With a 35‑year foundation in hardware and software supply chain augmenting our deep expertise in cloud, data, AI, cybersecurity, and intelligent edge, we guide organizations through complex digital decisions to achieve extraordinary results.
Job Description
We are looking for a UC Engineer to work in our area of the EMEA Services Delivery function. You will need to demonstrate exceptional UC support skills across not only Microsoft Teams Voice which includes Operator Connect, Direct Routing as a Service and calling plans, but also any 3rd party applications that make up a complete voice solution for many insight customers. You will also need a deep understanding of how to manage and support complex Teams Voice solutions and adhere to agreed KPI, OLA, SLA, and SLT for ticket resolution.
Key Responsibilities and Qualifications
* Be able to support and have end‑to‑end deployment knowledge of On‑Premises, Hybrid and Office 365 for Microsoft Teams Unified Communications.
* Eager to learn new tools and technologies, and passionate about delivering quality solutions both individually and as part of a team.
* Communicate to technical and non‑technical stakeholders.
* Work closely with your UC consulting teammates to understand the design, build, and implementation of the next‑generation solution for Microsoft Teams Voice, which could include Contact Centre and Call Analytics, leveraging partner solutions from the Microsoft Voice vendor ecosystem.
* Support both customers’ remote deployments, as well as Insight’s hosted SIP trunking and hosted Teams Voice solutions.
* Experience with Microsoft Voice solutions, such as Skype for Business or Microsoft Teams, and analogue and landline (QSIG, DPNSS, POTS, PRI, BRI).
* Own tickets raised for Insight customers and identify network system issues, troubleshoot, and provide solutions for the Microsoft Teams Voice solutions implemented and managed.
* Strong engineering background with potential for architectural design of Unified Communications focused on Microsoft Teams and Teams PSTN configurations.
* Deep understanding of Microsoft Teams core services, features, and feature management.
* Deep understanding of data governance, data storage, and multi‑geo voice service availability.
* Experience supporting enterprise‑scale Teams Voice solutions using technologies such as Microsoft Teams with PSTN capabilities, Session Border Controllers, Ribbon, AudioCodes, SIP connectivity via Direct SIP or channel provider, and Contact Centre solutions (Anywhere 365 Contact Centre, Luware Contact Centre, Nice Contact Centre).
* Experience with call recording solutions such as Verba Recording, Dubber, and ASC Technologies.
* Experience with call analytics solutions such as Code‑Clobber.
* Active Directory and ADFS knowledge; level 300 knowledge of ecosystem hardware supportability (end‑user devices and Microsoft Teams Rooms systems) including Logitech, Poly, EPOS, Microsoft Surface Hubs, and Yealink.
* Experience specifically around Microsoft on‑premises and cloud migrations, including migration tools for Microsoft Teams and Microsoft Skype for Business 2015 and 2019.
* Experience with voice technologies such as Mitel, Avaya (Nortel), and Cisco Call Manager/Cube.
Employment Terms
This position is offered as a two‑year fixed‑term contract, with the possibility to transition to a permanent role, subject to business needs and individual performance.
Company Culture
We strive to display our three core values of Hunger, Heart, and Harmony every day. They represent and drive who we are here at Insight, and by doing so we are doing amazing things.
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