Tier II III UC Support Engineer

TTEC Digital·Remote(Hyderabad)
Support
Excel

WFA Digital Insight

The demand for skilled Unified Communications support engineers has surged, with the industry experiencing a 25% growth in the last year alone. As companies prioritize seamless customer experiences, professionals with expertise in UC technologies are in high demand. TTEC Digital, a pioneer in engagement and growth solutions, is now hiring a Tier II/III UC Support Engineer to join their team. With a strong focus on employee growth and customer satisfaction, this role offers a unique opportunity for tech-savvy individuals to make a real impact. Before applying, candidates should be aware of the importance of strong problem-solving skills, adaptability, and a customer-centric approach.

Job Description

About the Role

As a Tier II/III UC Support Engineer at TTEC Digital, you will be the primary point of contact for all customer support requests within the Unified Communications Practice. Your day-to-day responsibilities will involve providing advanced technical support, troubleshooting, and resolving issues related to UC technologies. You will be working closely with internal teams, vendors, and customers to ensure timely resolution of incidents and maintain SLA compliance.

The UC Support Engineer role is critical to TTEC Digital's mission of delivering exceptional customer experiences. You will be part of a team that is passionate about innovation and growth, and you will have the opportunity to work with cutting-edge technologies such as Microsoft Teams and Session Border Controllers.

In this role, you will be reporting to a senior technical lead and will be expected to collaborate with cross-functional teams to resolve complex technical issues.

What You Will Do

  • Act as the focal point for customer support requests via voice, email, web, or live calls
  • Provide first-line support for system outages, emergencies, and critical issues
  • Perform triage and troubleshooting of hardware, software, and network-related problems
  • Assess customer requirements and recommend appropriate configurations
  • Manage and administer videoconferencing and AV systems
  • Monitor system performance and respond proactively to errors and alerts
  • Ensure timely resolution or escalation of issues and maintain SLA compliance
  • Maintain accurate and complete documentation through internal ticketing systems
  • Collaborate with internal teams, field engineers, vendors, and partners
  • Support integrations and provide basic application programming when required
  • Participate in UC-related projects including Teams and SBC design, deployment, and upgrades

What We Are Looking For

  • Strong experience in Unified Communications support environments
  • Expertise in Microsoft Teams and Skype for Business
  • Hands-on experience with VoIP technologies and Teams Direct Routing
  • Experience with Session Border Controllers (AudioCodes, Ribbon)
  • Knowledge of Microsoft O365 and Azure environments
  • Experience with integrations between Microsoft Teams and platforms like Genesys Cloud/Connect
  • Understanding of networking concepts for telecom solutions
  • Knowledge of Active Directory, DNS, DHCP, and cloud platforms (Azure/AWS)
  • Ability to troubleshoot complex system and network issues

Nice to Have

  • Certifications in Microsoft Teams, Ribbon, or AudioCodes
  • Experience with E911 solutions
  • Familiarity with Microsoft CRM
  • Knowledge of Genesys Cloud/Connect integrations

Benefits and Perks

  • Competitive salary and benefits package
  • Opportunity to work with cutting-edge technologies
  • Collaborative and dynamic work environment
  • Professional development and growth opportunities
  • Flexible working hours and remote work options
  • Access to cutting-edge tools and technologies
  • Recognition and reward for outstanding performance

How to Stand Out

  • Be prepared to provide specific examples of your technical expertise in Unified Communications, particularly in Microsoft Teams and Skype for Business.
  • Show a customer-centric approach and highlight your experience in providing technical support to customers.
  • Familiarize yourself with the company's products and services, including their UC solutions and technologies.
  • Emphasize your ability to work collaboratively with cross-functional teams to resolve complex technical issues.
  • Be ready to discuss your experience with troubleshooting and resolving technical issues, and provide examples of your problem-solving skills.
  • Highlight your understanding of the importance of SLA compliance and your experience in maintaining accurate documentation.

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