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 a Senior Unified Communications (UC) Engineer is to take ownership of assigned client’s UC environment. The Senior UC Engineer is the lead technical resource for one—or multiple—clients, including leading projects and capacity planning. This position is highly customer-facing.

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
  • Take ownership of all details within a UC architecture, the delivery of the solution to the client and the turnover to operational staff
  • Collaborate with multiple teams to create or modify a UC design and define detailed project plans and SOW’s for new or existing clients
  • Take ownership of all P1 incidents with assigned clients
  • Take a lead technical role on projects. Hold vendors accountable for their deliverables, including timeline and budget
  • Responsible for system licensing and capacity planning
  • Ensure all tickets assigned to the team are resolved accurately and in a timely manner. Serve as escalation point for any tickets that operational staff need assistance with.
  • Perform daily health checks across the entire UC infrastructure
  • Ensure detailed documentation on all aspects of clients UC environment exists
  • Participate in a weekly on-call rotation
  • Plan and execute UC system patching and upgrades
  • Stay up to date on emerging technology within the UC space and present possible new solutions to leadership
  • Maintain a leadership role with assigned clients. This entails a high level of client interaction.
  • 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
  • Mentor junior team members

Qualifications 

Required Skills/Experience

  • Advanced understanding of VoIP as well as features, functionality and design elements of an enterprise PBX, including SIP trunking, and how all applications interact with one another
  • Minimum 8 years of experience with Avaya products such as Communication Manager 6.x and above, CMS, SBCE, Aura Conferencing, Aura Messaging, Session Manager, WFO and AES
  • Avaya Experience Portal administration knowledge
  • Advanced experience with call center design, development and support
  • Ability to present complex arguments clearly and concisely, present with a confident and knowledgeable style, and be able to handle difficult customer questions and situations
  • Superior 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 as a primary liaison, escalating issues and holding vendors accountable
  • Proven track record of being a leader in technology driven projects
  • Show a strong initiative for formal and peer training on all aspects of unified communications

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
    • Proficient in Excel, Word, PowerPoint and Visio
    • 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 Certification