Job Title :Senior Technical Support Engineer 

Purpose:The Unified Communications (UC) Support Engineer is responsible for the design, deployment, optimization, and support of enterprise Unified Communications and Contact Center solutions. This role focuses on integrating voice, video, and omnichannel platforms (Cisco IPT, Mitel IPT, NICE CXone) to ensure seamless business operations. The engineer will provide technical guidance, troubleshoot complex issues, and implement enhancements to improve end-user experience across corporate and contact center environments

Experience :5+

Responsibilities:

• Implement, support, troubleshoot, optimize, and document Unified Communications solutions, including Cisco IPT, Mitel IPT, and NICE CXone omnichannel platforms.
• Provide technical support and guidance to corporate and contact center teams on UC and contact center software solutions.
• Analyze business requirements and develop customized solutions to meet organizational needs.
• Test, diagnose, and resolve issues related to voice, chat, email, and social media channels.
• Manage small to medium enhancement projects for UC and contact center systems.
• Design, deploy, and maintain omnichannel contact center workflows, integrating IVR, chatbots, and APIs.
• Develop, update, and optimize IVR scripts and workflows using NICE CXone or equivalent platforms.
• Conduct performance tuning and system optimization based on call analytics and end-user feedback.
• Provide training and technical support to staff to ensure effective usage of UC and contact center platforms.
• Maintain comprehensive technical documentation for all UC and contact center solutions.
• Collaborate with cross-functional IT and business teams to align UC solutions with business objectives.
• Stay current with emerging UC technologies, APIs, software development and best practices and recommend adoption where appropriate.

Mandatory:

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• 5+ years of experience in supporting and managing Unified Communication and Contact Center solutions.
• Strong knowledge of telephony, SIP, VoIP, and contact center technologies.
• Experience with data and voice networking, including LAN/WAN, QoS, and VPN concepts.
• Hands-on experience with Cisco Collaboration/Contact Center, Mitel IPT, NICE CXone.
• Understanding of APIs and integrations with enterprise systems.
• Strong analytical, troubleshooting, and problem-solving skills.
• Excellent communication and interpersonal skills, capable of collaborating with multiple teams.
• Self-motivated and able to work independently or as part of a team.
• Certifications preferred:

Cisco CCNA/ CCNP Voice

NICE CXone

ITIL Foundation