We are seeking a highly skilled Unified Communications Specialist with extensive experience in Microsoft Teams, video conferencing technologies, and NICE CXOne. The ideal candidate will have a deep understanding of voice and video technologies, contact centre solutions, and the ability to support enterprise customers effectively. This role requires strong technical expertise, excellent troubleshooting skills, and the ability to manage and support complex communication systems.
Role requires shift working 7AM to 11 PM UK, Monday - Friday.
Key Responsibilities:
* Configure and manage Enterprise Voice and Direct Routing in Microsoft Teams.
* Develop and enforce voice policies and Class of Restrictions.
* Manage routing over complex infrastructures including TDM, Ribbon SBC, SIP, Media Gateways, VoIP, and H.323.
* Administer and troubleshoot PBX, codecs, and QoS.
* Read and analyse logs/traces from Microsoft Teams & SBC.
* Configure and troubleshoot SBCs.
* Provide Tier 3 and Tier 4 troubleshooting support.
* Demonstrate protocol expertise in SIP, SCCP, MGCP, and H323.
* Support Microsoft Teams video infrastructure, including MTR and Surface Hub endpoints.
* Support video conferencing solutions such as Zoom, WebEx, Lifesize, Google room, TeamViewer, EFAX, Solstice, and Q-sys.
* Support PEXIP video integrations and IP Fax servers.
* Apply strong networking concepts and knowledge of VoIP with Routing & Switching Protocols, TCP/IP, QoS, SIP, VLANs, and WAN protocols and technologies.
* Provide technical support to enterprise customers.
* Work with various codecs (G.711, G.723, G.729, etc.) and VoIP technology.
* Extensive knowledge of NICE CXOne, including ACD Administration, roles and permissions, and reporting with dashboards.
Preferred Skills:
* Proven experience in supporting Microsoft Teams telephony and video conferencing.
* Extensive knowledge of NICE CXOne platform and its various applications.
* Strong technical background in voice and video technologies.
* Excellent troubleshooting and problem-solving skills.
* Ability to work effectively with enterprise customers.
* Strong communication and interpersonal skills.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Information Technology
Industries
IT Services and IT Consulting
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