Core Responsibilities

• Provide expert support for UCC systems, ensuring timely identification and resolution of major and minor issues for all internal users.
• Collaborate in the design, configuration, and implementation of integrations between various unified communications systems.
• Create and facilitate training sessions on UCC systems for diverse business units, including executive assistants and new acquisitions.
• Develop and maintain comprehensive documentation for support teams and employees.
• Work with cross-functional teams to identify projects aimed at continuously enhancing the quality and performance of UCC systems.
• Partner with the Service Desk Support team to clarify, remediate, and repair UCC systems.
• Document processes and provide training to ensure effective support.
• Assist in the development and documentation of dial plans, trunk usage, and costs, while defining, creating, and testing disaster recovery and business continuity plans.
• Analyze, design, plan, test, deploy, secure, and maintain enterprise-scale communication platforms (e.g., Mitel Director, ECC, Oaisys, Zoom), ensuring they meet organizational needs.
• Perform moves, adds, and changes (MACs) as well as develop workflows and process flows to automate systems effectively.

Qualifications/Skills

• Previous experience with multiple PBX solutions, call center features, reporting, and recording solutions.
• Knowledge of Zoom design and maintenance is a significant plus.
• Proficient in Call Center routing, auto attendant programming, and telephony system capacity and scalability.
• Strong understanding of on-premises telecommunication solutions and unified communications security best practices.
• Familiarity with MacOS, Windows OS, Windows Server 2016 and higher, Putty, MySQL, and Linux.
• Excellent ability to map business needs to technology solutions and convey complex technical concepts to non-technical audiences.
• Strong analytical skills and a proactive approach to resolving issues.
• Knowledge of best practices for maintaining information security and handling confidential company information responsibly.
• Understanding of network switching and routing as it pertains to unified communications.

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