Service Desk UC Engineer

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver Level 1 and Level 2 support for Unified Communications (UC) and Contact Centre (CC) platforms.

• Diagnose and resolve incidents related to call quality, voicemail, call routing, agent configuration, queues, and other associated UC/CC services.

• Conduct routine administrative tasks such as user provisioning, assigning numbers and extensions, configuring call queues, auto-attendants, handsets, and softphones.

• Oversee the health and availability of UC/CC infrastructure, including call managers, gateways, SIP trunks, and Contact Centre platforms.

• Identify and escalate infrastructure anomalies to prevent broader service impacts.

• Log, triage, prioritize, and manage support tickets according to established Service Level Agreements (SLAs).

• Provide clients with clear and timely updates throughout the incident and service request lifecycle.

• Execute standard moves, adds, and changes (MACs) across dial plans, hunt groups, routing, and voicemail configurations under established change-control protocols.

• Assist customers in multi-vendor environments, including Cisco, Webex Contact Center, Zoom, AWS Connect, Genesys, and Microsoft Teams.

• Utilize fundamental UC/CC principles and troubleshooting methodologies when engaging with unfamiliar platforms.

• Escalate complex design, integration, and root-cause issues to senior engineers, ensuring thorough documentation of previous troubleshooting efforts.

• Keep precise ticket notes, technical documentation, knowledge base articles, and Standard Operating Procedures (SOPs) up to date.

• Participate in an on-call or after-hours support roster when necessary.

⛳️ Requirements

• 1.5 to 3 years of experience in supporting Cisco UC/CC platforms such as CUCM, Webex, and Webex Contact Center, or equivalent Service Desk experience with a strong desire to specialize in UC/CC.

• Comprehensive understanding of core Unified Communications and Contact Centre concepts, including SIP, dial plans, call routing, PSTN connectivity, voicemail, IVR, hunt groups, and Contact Centre agents and queues.

• Strong technical troubleshooting and problem-solving skills.

• Experience working in an SLA-driven Service Desk or managed services environment.

• Solid ticket management discipline with the ability to document troubleshooting and resolution steps accurately.

• Excellent client-facing communication skills, capable of explaining technical issues in simple terms.

• Ability to adhere to established technical procedures, change controls, and escalation processes.

• Eagerness to learn and grow within a multi-vendor UC/CC technology landscape.

• Capacity to collaborate effectively with senior engineers and escalate issues when necessary.

• Familiarity with Zoom, AWS Connect, Genesys, Microsoft Teams, or Webex Contact Center.

• Experience supporting clients in a multi-client or Managed Service Provider (MSP) setting.

• Knowledge or awareness of ITIL, particularly in Incident, Service Request, and Change Management.

• Relevant certifications in Cisco, Microsoft, Webex, or other UC/CC technologies.

🏝️ Benefits

• Competitive salary.

• Opportunity to influence the HR function of a rapidly expanding BPO.

• Collaborate closely with a team of industry leaders who have successfully scaled BPOs in the past.

• Opportunities for career growth and development.