UC Architect

Found in: Talent UK C2 - 2 weeks ago

London, United Kingdom Exponential-e Full time

Job Description

Overall purpose of the job:

Work closely with the UCC Engineering Teams, Service Delivery, Provisioning and Professional Services areas to implement, deliver, and support all Exponential-e’s Unified Communications portfolios including Acme/Oracle, Broadsoft, Microsoft Skype for Business Online and Microsoft Teams direct routing.

Key responsibilities for this job:

Provide 4th line escalation for all UC Services. Supervise and mentor the UC Specialist and UC engineers for delivery and support issues. Be a point of escalation for any customer escalation and support issues for all UCC services. Liaise with 3rd party suppliers & PSTN carriers for fault resolution when appropriate on the UC infrastructures  Develop close working relationships with UCC Engineering, Service Delivery and UCC Provisioning, Network Teams, and other stakeholders. Responsible for knowledge transfer to other teams assisting with personal development Assist in the training of new team members for all UCC services. Escalate faults to vendors when required. Flexibility in providing out of hours support for UCC services. R&D, Architecture, design, and integration of the voice network infrastructure. Lead interoperability programs for carrier interconnects. Analyze multiple vendor node’s fit for platform feature implementation, participation in vendor demos, providing design inputs. Liaise with vendors for integration, service creation and validation. Manage service migration liaising with product, operations, and service delivery. Work closely with product management team to assist in where required for productisation delivery teams. Work closely with Technical Presales team for any customer solution design inputs wherever required. Review and approve customer solution design. System capacity planning and performance engineering for all platforms. Assist and lead the Service Delivery teams with new customer deployments where appropriate. Maintain an understanding of the internal escalation process to reduce escalation and SLA breaches Providing on call support on a rota basis to support Microsoft UCC service and Exponential-e Broadsoft/UCC platform. Providing onsite support for UC customers Taking on any major UC service delivery projects for customers. Assisting the UC Specialist team with Installation, implementation, deliveries, and support issues for all UCC services. Troubleshooting customer technical faults, working with external vendors and service providers to achieve fault resolution. Any other reasonable tasks requested by senior members within the business.

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Knowledge and experience required:

Experience deploying and troubleshooting Microsoft Teams calling - Skype for business online Enterprise voice Experience of Phone System, Direct Routing, Call / Contact Centre Technology, Cloud PBX and PowerShell Experience working with Carrier Grade VoIP Platforms / Soft Switches Enthusiasm and attitude to learn and develop your skills and knowledge across the Microsoft UCC & Exponential-e UCC platform portfolio Advance SIP troubleshooting knowledge Good customer service skills Hands-on experience working in a technical support environment Ability to deal with customers in a professional manner Good networking and troubleshooting skills, primarily in a VoIP environment Ability to produce technical documentation including test plans Knowledge of routers, switches, and customer LAN environment.

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