Cloud Voice Engineer opening For Product Organisation in Kolkata

Critical Skills:

• Familiarity operating within the Teams Admin Center for Microsoft tenants in the cloud and on-premise.
• Operational support: Analyze, diagnose, and resolve end-user voice issues ensuring timely updates and maintenance, including troubleshooting and resolving customer issues within specified timeframes.
• Collaborate with 3rd party vendors to minimize downtime and efficiently resolve issues, establishing collaborative relationships and documented communication processes.
• Timely escalate unresolved issues to the next level of support to minimize operational impact, following documented escalation procedures.
• Analytical and organizational skills: Possess excellent analytical and organizational skills to analyze, diagnose, and resolve customer issues, as well as to monitor system performance and provide capacity planning recommendations.
• Continuous learning and documentation: Commitment to continuous learning and staying up to date with industry trends and best practices. They should also have experience developing and maintaining accurate system support documentation for efficient knowledge sharing.
• Change management: Perform voice system maintenance and upgrades, including service packs and patches, in accordance with procedures to ensure system stability and minimize downtime.

Ideal Skills/Experience:

• Familiarity building and operating Microsoft tenants in the cloud and on-premise.
• Cloud SBC configuration, including managing routing policies, and trace analysis.
• Implement voice scripting for contact center solutions to improve customer experience and efficiency.
• Design and implement Microsoft Teams Phone System solutionsincluding Direct Routing, Calling Plans, and Operator Connect—along with configuring SBCs and setting up call flows, auto attendants, call queues, and voice policies.
• Successfully implement technology changes with minimal disruption and improved voice services, transitioning from Carrier services to centralized Carrier SIP solution.
• Continuously monitor system performance, identify trends, and provide capacity planning recommendations for optimal voice system performance.
• Strong knowledge of networking: The ideal candidate should have a deep understanding of networking principles and protocols, including TCP/IP, DNS, DHCP, VLANs, and routing.
• Integration of multiple systems: Experience integrating multiple systems in a complex environment, both on-premise and within cloud infrastructure. This includes experience with system integration tools and techniques.
• Cisco environmental expertise: Strong background in Cisco Voice Infrastructure, including experience with Cisco Unified Communications Manager (CUCM), Cisco Unified Contact Center Express (UCCX), and Cisco Voice Gateways.
• Cloud expertise: Experience working with cloud technologies, specifically Microsoft Teams telephone system including M365 Administration, Azure AD and Microsoft Entra.
• Reporting skillsets within Microsoft, such as Graph API and Power BI.
• PowerShell scripting, or PowerShell knowledge.

Additional:

• Ability to work nights or weekends, as needed.
• Experience working with international teams is a plus.