Unified Collaboration Specialist

ZIRO

1d•$85,000 - $110,000•Remote

About The Position

ZIRO is a leader in Unified Communications, helping customers deliver modern voice through Teams Phone and Microsoft 365. We help companies migrate, automate and manage their phone systems with industry-leading technology and decades of expertise with enterprise calling. Our platform simplifies the complex, helps IT teams move faster, and deliver a unified experience to every user. We’re a growing, people-first team that values accountability, courage, innovation, passion, selflessness and good judgment. We are on the mission to make every conversation count, and you can be too! You are a senior UC support expert who thrives in high-impact environments, confidently owning escalations, complex troubleshooting, and customer-critical incidents from start to resolution. You combine deep technical expertise in Microsoft Teams telephony, voice routing, and log analysis with calm, proactive communication that builds trust during high-pressure situations. Above all, you are accountable, solutions-oriented, and driven to deliver strong CSAT, SLA performance, and long-term client stability. This role represents the highest technical escalation point within Managed Services, responsible for resolving complex incidents, guiding troubleshooting strategy, and protecting client stability during critical events.

Requirements

Experience. Deep expertise in Microsoft Teams telephony (Direct Routing, PSTN/SIP trunks, call flows, migrations), advanced troubleshooting capabilities across UC environments. 3+ years of experience in a multi-client fast-paced managed services environment.
Operational discipline. Proven ability to manage escalations, adhere to SLAs/SLOs, maintain high-quality documentation, and consistently deliver strong CSAT while balancing ticket load and on-call responsibilities.
Communication. Both verbal and written skills to confidently lead escalated customer calls, own postmortems and RCA, mentor Tier I/II teammates, contribute to knowledge sharing, and drive at least one meaningful process improvement per quarter.
Technical know-how. MS-700 certification (or ability to obtain within 90 days) and a continuous learning mindset to support evolving UC platforms including ZPC/ZPM, WebEx, and related collaboration technologies.

Responsibilities

Take ownership of escalations from Tier I/II and 3rd-party vendors
Manage standard ticket load & process adherence
Incident resolution per escalation matrix
Standard client maintenance
Ensure client documentation & KB updates
Participate in on-call rotation
Lead MS Teams telephony site builds with service delivery
Call answering – Support line
Mentor junior teammates
Postmortem technical lead for critical customer issues
Assist with training & cross-training
Recommend quarterly process improvements
Participate/prepare for customer meetings
Support ZIRO platform technologies including ZPC and ZPM alongside Microsoft Teams, Cisco UC, and related collaboration systems.
Proactive client and internal communication
Join customer calls for escalated issues
Troubleshoot high-impact, multi-user, or site-wide call quality issues
Advanced log analysis
RCA and postmortem ownership