Voice-UC Service Analyst
Voice-UC Service Analyst
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Job Description
The primary function of the UCVoice Analyst role is to provide support and maintenance of Smiths fixed line voice and telephonyUC estate along with the migration of the estate to Microsoft Teams telephony. The role will require working with multiple vendors and internal support teams to ensure that end to end SLAs system uptime performance is maintained and successful migrations to Microsoft Teams telephony as well as tracking spend to site raising Purchase Requests and managing invoices.
- Provide technical support of fixed line voice and telephonyUC.
- 2nd line support of all aspects
- Document support maintaining and managing Smiths fixed line voice toll free lines telephonyUC environment.
- Creating and maintaining documentation for both support teams and customers.
- Manageresolve support tickets outages Major Incidents and escalations.
- Monitor and report performance and usage of Smiths Voice and UC estate.
- Divesture and Acquisition support.
- Maintain and support voice gateways (Audiocodes)
- Support the implementation of new UCVoice deployments.
- Follow the standards for best in Smiths service and support for end users
- Understand governance and compliance standards across our telephonyUC environment
- Manage and track the monthly invoices for the telephony estate
- Work to identify and eliminatecleanup unused phone lines from legacy infrastructure to reduce monthly bills to the business
- Ability to work different shifts: APAC EMEA and North America
Qualifications :
- 12 years of experience with all aspects of telephony and fixed line voice (POTS ISDN PRI and SIP)
- 12 years of experience with supporting Contact center solutions (preferably Genesys PureCloud Contact center)
- Experience migrating existing premisesbased PBXs to cloud PBX (preferably MS Teams or Skype for Business)
- Experience analyzing and reporting fixed line bills and customer service records
- Experience supporting Audiocodes SBASBC
- Experience with Microsoft Teams Telephony with direct routing or operator connect
- Microsoft Office Professional Software Applications (Word Excel PowerPoint Access Outlook)
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
