Search IT & Business Jobs
Search by job category, location, or keywords. Register to apply for a position. You can also save a search to be notified by email of new jobs as they are posted.
Unified Communications Support Analyst
5707 Peachtree Parkway Atlanta, GA 30346 US
Job Description
Unified Communications Support Analyst (HYBRID)
***Will consider remote candidates but local hybrid candidates are preferred***
Unified Communications Support Analyst Job Summary:
The Unified Communications Support Analyst III is responsible for providing senior level technical support that includes configuring, upgrading, troubleshooting and monitoring the global environment to ensure maximum availability and functionality for business operations. The successful candidate will maintain the telecommunications infrastructure and related software, including call management systems, Voiceover IP, video conferencing, message/channel-based communication and contact center applications.
Unified Communications Support Analyst Duties and Responsibilities:
- Provide technical knowledge of multiple platforms such as Zoom, Slack, MS Teams, and NICE inContact.
- Experience with multi-vendor platforms such as Genesys, RingCentral, Cisco, 8x8, Dialpad, Siemens Unify /Atos is a plus. Cloud-based is strongly preferred
- Demonstrated experience with VoIP implementation and support, specifically configuration of SIP end points and troubleshooting SIP telephony.
- Demonstrate experience using network tools such as Wireshark to analyze SIP, RTP and QoS at a network level. Ideal candidate will understand basic network topologies and how they support VoIP implementations
- Provide advanced problem management including root cause and post mortem analysis for service interruptions and incidents
- Identify and resolve problems while ensuring service level agreements are met for ServiceNow incidents and service requests
- Perform on-call rotation duties as part of the operations team
- Develop, document and adhere to standard operating procedures and best practices
- Participate in proof of concepts to analyze and provide input on new features and functionality
- Recommend process improvements and quality assurance procedures
- Stay relevant with technology changes and provide end user training as needed
- Work with vendors to articulate business needs and ensure work is delivered accurately and to specification
- Lead and participate in cross-functional teams to support technologies and create standard operating procedures that will integrate into the company’s global infrastructure
- Provide guidance and coaching to more junior positions
Unified Communications Support Analyst Qualifications:
- Bachelor’s degree or equivalent field of study related to the job
- Minimum 5 years prior job-related experience (voice, video, chat, contact center) including an understanding of the Unified Communications/telephony market and business trends
- Oracle Session Border Controller configuration and management preferred
Meet Your Recruiter
Sam Slonkosky
Technical Recruiter
I'm happy to connect with you on your next career challenge. Whatever your needs are, we at Resolution Technologies promise to provide unrivaled quality and service. Please don't hesitate to contact me if you have any questions about this position.