Job Description
Job Requirements
Collaboration Managed Services Engineer (L4)
Job Summary
The Collaboration Managed Services Engineer(L4) is responsible for ensuring a managed service is provided to all clients, ensuring that their voice, collaboration and or contact centre infrastructure and systems remain operational.
This is done through proactively managing, overseeing, monitoring, investigating, and resolving escalated technical incidents and problems to ensure the restoration of these services to the clients.
The primary objective of this role is to proactively review all client requests or tickets and apply technical process knowledge to provide the clients with almost immediate resolution without breaching service level agreement (SLA). This role focuses on senior support for escalated incidents and requests with a high level of complexity. This role ensures contracted Managed Services outcomes are delivered to the client.
Primarily a Subject Matter Expert in Cloud Voice technologies (IP, VoIP, SBC, Carrier technology, etc.) and secondary an expert in either MS-Teams, Cisco UC (CCA, Teams, etc.), or contact centre, and to provide daily technical support to clients on these services.
Key Role and Responsibilities
Knowledge, Skills and Attributes
Excellent proficiency in change management process with an ability to plan, monitor and execute changes with clear identification of risks and mitigation plans to be captured into the change record
Deep technical skills in relevant functions
Excellent client service orientation and passion for achieving or exceeding expectations
Excellent written and verbal communication skills
Ability to communicate and work across different cultures and social groups
Ability to plan activities and projects well in advance, and takes into account possible changing circumstances
Ability to maintain a positive outlook at work
Ability to work well in a pressurized environment
Ability to work hard and put in longer hours when it is necessary
Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interrupting
Ability to adapt to changing circumstances
Ability to place clients at the forefront of all interactions, understanding their requirements, and create a positive client experience throughout the total client journey
Academic Qualifications and Certifications
Advanced degree or relevant qualification in IT / Computing (or demonstrated equivalent work experience)
IP, VoIP, Session Border Controllers (SBCs), Carrier technology experience and certifications.
CCIE Certification or equivalent
M365 Expert Certs
Preference is a Masters in Computer Science or equivalent
Certifications relevant to the services provided (certifications carry additional weightage on a candidate’s qualification for the role)
Required Experience
Advanced Managed Services experience
Strong knowledge of SIP, VoIP and Session Border Controllers (SBCs)
Experience of working with PSTN Telco Carriers.
Advanced knowledge and experience in ticketing tools, preferably Service Now
Worked in multiple large Global Enterprise client outsourcing projects
Track record of effective shift left work management skills (moving work to junior levels)
Advanced experience and understanding of the IT industry and standards for IT service management
Advanced experience across Emerging technology and trends impacting IT operations including Ai Technologies.
Skills (core 6 to 8)
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Voice Engineer • India