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Job Description
• Configure and support Microsoft Teams voice features including call queues, auto attend-ants, voice routing, and enterprise calling capabilities.
• Support and maintain contact center integrations, including NICE inContact (CXone), ensuring proper call routing and interaction between Teams infrastructure and contact center platforms.
• Assist in the administration and support of RingCentral communication services, including number management, messaging integrations, and service configurations.
• Manage and maintain SIP trunking and voice integrations, including coordination with tel-ecom providers and session border controllers (SBCs).
• Support service renewals and vendor coordination for communication platforms such as RingCentral, contact center services, and telecom providers, ensuring continuity of service and compliance with enterprise standards.
• Troubleshoot and resolve voice, call routing, signaling, and media-related issues across Unified Communications and contact center environments.
• Collaborate with network, infrastructure, and security teams to ensure stable and secure com-munication services across the enterprise.
• Assist in system upgrades, migrations, and platform improvements, including transitions between communication platforms and contact center solutions.
• Monitor system performance and availability of communication platforms and recommend im-provements to maintain reliability and operational efficiency.
• Develop and maintain technical documentation, operational procedures, and configuration standards for Unified Communications and contact center platforms.
• Provide technical support and escalation assistance for complex communication platform issues and participate in on-call support rotations when required
• Support and maintain contact center integrations, including NICE inContact (CXone), ensuring proper call routing and interaction between Teams infrastructure and contact center platforms.
• Assist in the administration and support of RingCentral communication services, including number management, messaging integrations, and service configurations.
• Manage and maintain SIP trunking and voice integrations, including coordination with tel-ecom providers and session border controllers (SBCs).
• Support service renewals and vendor coordination for communication platforms such as RingCentral, contact center services, and telecom providers, ensuring continuity of service and compliance with enterprise standards.
• Troubleshoot and resolve voice, call routing, signaling, and media-related issues across Unified Communications and contact center environments.
• Collaborate with network, infrastructure, and security teams to ensure stable and secure com-munication services across the enterprise.
• Assist in system upgrades, migrations, and platform improvements, including transitions between communication platforms and contact center solutions.
• Monitor system performance and availability of communication platforms and recommend im-provements to maintain reliability and operational efficiency.
• Develop and maintain technical documentation, operational procedures, and configuration standards for Unified Communications and contact center platforms.
• Provide technical support and escalation assistance for complex communication platform issues and participate in on-call support rotations when required