About the position

At TBC, our core values are Passion, Partnership and Innovation.  Every day our team of highly qualified engineers and administrators work hard to empower our clients to transform and grow their companies. 

 

The role of the Unified Communications (UC) Engineer is to support and enhance the assigned clients’ UC infrastructure. The UC Engineer should be able to provide timely and detail-oriented results for each client’s technical UC needs, with a focus on call center design, deployment, and operational support 

Duties & Responsibilities 

Includes the following.  Other responsibilities may be assigned. 

  • Support an Avaya call center deployment that has multiple locations throughout the United States as well as telecommuter agents 
  • Effectively troubleshoot and resolve tier 2 and 3 trouble tickets. Perform MAC work as needed 
  • Take a lead technical role in small to medium sized projects or proof of concepts. Assist lead engineer in other projects. 
  • Take ownership of contact center related designs, changes and day-to-day operations 
  • Track physical inventory of hardware, including hard phones, as well as system licensing 
  • Perform daily health checks across the entire UC infrastructure 
  • Create and maintain detailed documentation on call flows, toll free numbers, agent ID’s and extensions 
  • Update and create end user and engineer self-help documentation 
  • Participate in a weekly on-call rotation 
  • Collaborate with other internal teams to support the day-to-day operations of the voice/UC network 
  • Ability to support off hours/weekend RFC work as required 
  • Provide technical recommendations for changes (RFC’s) or new technologies across the UC environment for all clients 

Qualifications 

Required Skills/Experience 

  • Advanced understanding of VoIP as well as features, functionality and day-to-day administration of an enterprise PBX, including SIP trunking and call center support 
  • Minimum 5 years of hands on experience with Avaya products such as Communication Manager 6.x and above, CMS, Aura Conferencing, AVST Voicemail, Session Manager, WFO and AES 
  • Avaya Experience Portal administration knowledge 
  • Advanced experience with call enter design, development and support 
  • Experience with Oracle ACME Packets SBC, Oracle ECB and EOM is a plus 
  • Knowledge of the fundamentals of networking, WAN technologies, QoS, and network connectivity 
  • Understand Virtual Machine technologies 
  • Strong troubleshooting skills 
  • Self-motivated, team player, customer-facing personality with an aptitude to learn, react quickly and manage their time responsibly while requiring minimal supervision 
  • Ability to handle multiple priorities simultaneously while adapting to changing needs and continue towards meeting deadlines and customer satisfaction 
  • Ability to communicate clearly with all levels of personnel across different business units in a professional manner 
  • Experience working with vendors in a collaborative manner. Possess ability to escalate issues with vendors 
  • Show a strong initiative for formal and peer training on all aspects of unified communications with a strong focus on core telephony platforms and applications in order to grow skill set and advance career 

 

Recommended Skills/Experience 

  • Must be able to learn and support new and quickly changing technologies 
  • Ability to research solutions or information regarding technical issues 
  • Excellent interpersonal skills 
  • Above average Excel, Word and Visio skills 
  • Strong desire to learn new skills and grow professionally 
  • Good work habits under pressure 
  • High energy level 
  • Detail oriented 
  • Willingness to grow UC business practice by interacting with potential clients, attend specialized training or networking events, or by other means as called upon 
  • Must have good command of the English language in order to provide effective phone and email support 
  • ITIL V3 or V4 Foundations Certification