Phone Engineer and Support
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Job Location:
Monthly Salary:
Posted on:
2 days ago
Vacancies:
1 Vacancy
Job Summary
Domain Activity 1 In-Service Support (MCO)
Missions
- 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 companys 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.
- Maintain and update documentation for system policies technical specifications and operating procedures.
- 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).
Autonomy / Latitude
- Fully autonomous in managing daily tasks and tickets.
Domain Activity 2 Continuous Improvement and Projects
Missions
- Contribute to the strategy and definition of telecom resources required by the companys applications.
- Address technical debt by proposing and implementing innovative solutions.
- Conduct a preliminary audit in preparation for migrating the Cisco CUCM telephony environment to Microsoft Teams Telephony.
Deliverables
- Complete audit report: findings improvement opportunities and architecture diagrams.
- Plan for the decommissioning of copper lines.
- Technical specifications for the migration to Teams.
- Detailed migration schedule for all sites.
- Project budget estimate.
- Multi-country perspective: international coordination with all documentation and meetings conducted in English (French is a plus).
Autonomy / Latitude
- Shared autonomy with the manager depending on the project scope.
Domain Activity 3 Third-Party Management and Contract Follow-Up
Missions
- Monitor various contracts (SLAs support agreements renewals and key dates).
- Build and maintain strong relationships with partners (telecom providers maintenance vendors).
- Collaborate with the procurement team to assess and challenge current suppliers.
Autonomy / Latitude
- Autonomous in day-to-day operations.
- Shared responsibility with management and procurement for contract renewals and new agreements.
Qualifications :
Desired Experience
- Successful migration of a Cisco telephony environment to Microsoft Teams.
- Multi-site and multi-country experience.
- SIP environment.
- Strong project management skills.
Required Profile
- 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).
Technical skills
- Microsoft Teams & Telephony
- Cisco CUCM & Jabber
- Cisco IOS Gateways
- VOIP
- Genesys Cloud Contact Center Solutions
- Call recording software
- Windows (Desktop & Server)
Networking / Administration
- 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.
Project & Team Management Skills
- Experience managing group-wide projects (all sites all vessels).
- Rigorous methodology: planning reporting risk management.
Additional Information :
Travel
- Regular travel required across countries and company sites.
All our positions are open to people with disabilities
Remote Work :
Yes
Employment Type :
Full-time
Key Skills
- Ruby
- Mac Os
- Computer Networking
- Windows
- TCP
- Customer Support
- Linux
- Shell Scripting
- VPN
- Dns
- Technical Support
- Troubleshooting
About Company
Choose a job that makes sense EVERIENCE supports the companiesÂ’ digital transformation by combining the unique know-how of its teams with the most relevant technologies. Because the future of companies is closely linked to the success of its employees, EVERIENCE supports 1,200,000 u ... View more
