Phone Engineer, Support
Everience Romania
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇬🇧 United Kingdom
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
CloudDNS
About the role
- Monitor all activities and requests related to the telephony scope (Cisco CUCM and Teams Telephony).
- Ensure stability, operation, and quality of the IT system infrastructures and applications supporting the CCM platforms, guaranteeing their availability whenever and wherever required.
- Implement technical solutions in compliance with business-driven deadlines, as well as the company’s strategy and security policies.
- Provide second-level support for system issues reported by the Service Desk (ticket management).
- Monitor all telephony system infrastructures and plan ongoing developments in coordination with service providers.
- Diagnose and resolve incidents using system administration and performance monitoring tools.
- Work in close collaboration with other technical and business teams.
- Participate in the 24/7 out-of-hours support rota with other members of the UC team to ensure continuity of service for the Genesys Cloud contact center application.
- Manage Genesys Cloud administration tasks, including CLI operations, in coordination with Orange (service provider).
Requirements
- Successful migration of a Cisco telephony environment to Microsoft Teams.
- Multi-site and multi-country experience.
- SIP environment.
- Strong project management skills.
- Engineer with proven expertise in telephony (on-premise and cloud environments).
- Engineering degree in Computer Science or equivalent.
- Experience in installing, troubleshooting, and operating communication technologies.
- Experience deploying, supporting, and troubleshooting IP telephony devices, including desktop agents, desk phones, and other endpoints.
- Experience with monitoring tools (Centreon preferred).
- Solid understanding of network protocols and security: IP, LAN/WAN, QoS, VLAN, DNS, DHCP, VPN configuration.
- Knowledge of standards and protocols: SIP, RTP, H.323.
Benefits
- Regular travel required across countries and company sites
- All our positions are open to people with disabilities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Cisco CUCMMicrosoft TeamsSIPGenesys CloudIP telephonynetwork protocolssecurity protocolsCentreontroubleshootingsystem administration
Soft skills
project managementcollaborationproblem-solvingcommunication
Certifications
Engineering degree in Computer Science