Unified Communications Specialist
About The Position
We are seeking a skilled, customer-focused Unified Communications Specialist responsible for deploying, supporting, administering, and optimizing Unified Communications solutions, including UCaaS platforms, VoIP systems, collaboration tools, and telecommunications infrastructure. The role supports reliable voice, messaging, and video conferencing services while contributing to operational excellence and continuous improvement. The specialist responds to customer incidents and service requests, troubleshoots voice and network issues, configures UC services, supports onboarding and deployments, and works with engineering teams, carriers, and vendors to resolve complex problems. Success includes efficient issue resolution, strong customer satisfaction, meeting service objectives, demonstrating technical expertise, and contributing to process improvements and documentation.
Requirements
- At least 2 years of experience supporting Unified Communications, VoIP, telecommunications, or UCaaS platforms.
- Strong understanding of VoIP technologies.
- Strong understanding of hosted PBX and UCaaS platforms.
- Strong understanding of IP networking fundamentals.
- Strong understanding of Quality of Service (QoS).
- Experience troubleshooting voice quality issues such as jitter, packet loss, latency, and one-way audio.
- Strong written and verbal communication skills.
- Ability to manage multiple priorities in a fast-paced environment.
- Demonstrated commitment to customer satisfaction.
Nice To Haves
- Familiarity with Intermedia Elevate, GoTo Connect, Microsoft Teams Phone, RingCentral (Ring EX), 8x8 Work, Dialpad, Zoom Phone, or Nextiva.
- Contact Center administration experience.
- SIP School certification.
- Telecom or UCaaS vendor certifications.
Responsibilities
- Respond to customer incidents, service requests, and technical inquiries in accordance with established SLAs.
- Troubleshoot and resolve voice quality issues, call routing problems, registration failures, and service outages.
- Support, configure, and provision Unified Communications services, including VoIP, SIP, and UCaaS platforms.
- Support number porting activities and coordinate with telecommunications carriers.
- Administer user accounts, devices, auto attendants, hunt groups, call flows, and voicemail configurations as needed.
- Assist customers with endpoint deployments, including desk phones, softphones, mobile applications, headsets, and conferencing devices.
- Collaborate with engineering, carriers, vendors, and support teams to resolve complex technical issues.
- Create and maintain technical documentation, knowledge base articles, and standard operating procedures.
- Participate in escalation management and incident response efforts.
- Provide professional customer communication and timely issue resolution.
- Monitor platform performance and proactively identify service-impacting issues.
- Assist with onboarding, including phone provisioning, hardware ordering, number porting, on-site deployment, and end-user training.
- Perform system testing, customer onboarding, and post-deployment support.
- Diagnose network-related issues affecting voice services, including QoS, SIP signaling, NAT, firewall configurations, and bandwidth limitations.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
