Senior Unified Communications Engineer
Senior Unified Communications Engineer
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Job Description
RVS iGlobal is seeking a Senior Unified Communications Engineer with a strong technical background and a passion for problemsolving to join their growing team. This role is integral to ensuring seamless communication solutions for a wide range of customers delivering outstanding support and service.
As a key escalation point within the Unified Communications (UC) support team you will work closely with the broader Service Desk to deliver expert technical resolutions mentor team members and help drive continual improvement in service delivery. You will be responsible for resolving complex incidents fulfilling service requests and ensuring issues are handled efficiently and professionally.
Location: Jammu
Type: FullTime
Reports to: Unified Communications Team Lead / Service Desk Manager
Department: Unified Communications / IT Services
Requirements
- Provide inlife technical support for a variety of customer voice solutions including but not limited to:
- Mitel MiVoice Business and associated Mitel applications
- Microsoft Teams (Direct Routing) and AnywhereNow
- AudioCodes Mediant SBCs and SIP Trunking via the client s Core Voice Network
- 3CX (onpremise and cloudbased)
- Identify recurring technical trends and implement changes to enhance customer satisfaction.
- Work within defined SLA parameters to resolve incidents and requests effectively managing a diverse workload.
- Liaise with thirdparty vendors and escalate issues when necessary.
- Contribute to continuous improvement initiatives including the automation of manual processes.
- Provide technical mentorship and support to junior engineers within the UC team.
Skills & Experience Required
- Demonstrable experience in Unified Communications including installation configuration and support of:
- Contact Centres Voicemail Servers and Softphone/UC environments.
- Solid understanding of networking fundamentals: Routing & Switching Firewalls Quality of Service.
- Strong knowledge of voice and networking protocols: SIP RTP/RTCP DHCP DNS.
- Advanced problemsolving and troubleshooting skills.
- Exceptional verbal and written communication skills with the ability to simplify complex technical issues.
- Excellent time management organisational and planning abilities to manage concurrent issues and tasks effectively.
- Experience supporting Service Desk operations and familiarity with ITIL best practices.
- Experience using ServiceNow or other ITSM platforms is desirable.
Preferred Qualifications
- ITIL certification (Foundation or higher)
- Vendor certifications related to Mitel AudioCodes Microsoft Teams or 3CX are a plus
- Networkrelated certifications (e.g. CompTIA Network Cisco CCNA) are advantageous
What You ll Get
- The opportunity to work with a skilled team of professionals in a fastpaced customerfocused environment.
- A chance to contribute meaningfully to process improvements and technical innovations.
- Support for ongoing professional development and technical certifications.
Benefits
Annual Bonus
Provident Fund
Performance bonuses
Employees State Insurance Corporation
Medical Insurance
Night Allowances
Pick and Drop facilities (Only for Female Staff)
Day outs for Staff
Team Lunches
Maternity/Paternity leaves
Retirement Benefits
National and International tour packages after successful completion of service as per company policies
Paid Time Off
Flexible work schedules and workplace perks like onsite snacks
Flexible working
Salary reviews are subject to annual performance/annual appraisal reviews
Provide in-life technical support for a variety of customer voice solutions, including but not limited to: o Mitel MiVoice Business and associated Mitel applications o Microsoft Teams (Direct Routing) and AnywhereNow o AudioCodes Mediant SBCs and SIP Trunking via the client s Core Voice Network o 3CX (on-premise and cloud-based) Identify recurring technical trends and implement changes to enhance customer satisfaction Work within defined SLA parameters to resolve incidents and requests, effectively managing a diverse workload Liaise with third-party vendors and escalate issues when necessary Contribute to continuous improvement initiatives, including the automation of manual processes Provide technical mentorship and support to junior engineers within the UC team
Education
UG: Any Graduate, B. Tech/B.E. in E&C, CS, IT
Employment Type
Full Time
