JOB PURPOSE:

The Unified Communications Support Engineer is responsible to optimize, enhance, implement, support, troubleshoot, and document Unified Communication network of (Cisco IPT, Mitel IPT, NICE Cxone) solutions. They are responsible for providing technical support and guidance to businesses, analyzing business requirements, and developing customized solutions that meet those requirements.

RESPONSIBILITIES (INCLUDES ALL TASKS):

• Optimize, enhance, implement, support, troubleshoot, and document Unified Communication network of (Cisco IPT, Mitel IPT, NICE Cxone) solutions.
• Provide technical support and guidance to Corporate and Contact Center end-users on the use and enhancements of Cisco IPT, Mitel IPT, NICE Cxone Nice software solutions.
• Analyze business requirements and develop customized solutions based on business requirements.
• Test, troubleshoot, and provide solutions for issues and requirements and ensure they are functioning correctly.
• Able to manage small enhancement projects.
• Scripting and knowledge about APIs, Integration
• Understand Contact Centers solutions and able to troubleshoot daily operations cases.
• Implement new services like new omnichannel call center, setup on IVR scripting on NICE CXone
• Develop and maintain technical documentation related all Unified Communications solutions.
• Collaborate with cross-functional teams to ensure that the Unified Communications solutions meet business needs.
• Stay up to date with the latest developments in Unified Communication Solutions and incorporate those developments into solutions as appropriate.

TECHNICAL SKILLS /COMPETENCIES:

MANDATORY

• Bachelor’s degree in computer science, Information Technology, or related field.
• At least 4 years of experience in support operations of Unified Communication solutions.
• Strong knowledge of Telephony and Contact Center solutions.
• Excellent analytical and problem-solving skills.
• Strong knowledge of Data and Voice Networking concepts.
• Strong communication and interpersonal skills.
• Ability to work independently and in a team environment.
• Certified in any of Cisco Collaboration/Contact Center or NICE Cxone (Preferably both).
• Preferred to have ITIL Foundation certification.

SOFT SKILLS:

MANDATORY

1. Bachelor’s degree in computer science, Information Technology, or related field.
2. At least 4 years of experience in support operations
3. Strong analytical mindset and attention to detail.
4. Ability to prioritize under pressure and respond within SLA timelines.
5. Proactive, accountable, and a team player.

Signature: Syed Mohamed