UC Collaboration Engineer

About Birlasoft:

Birlasoft is a global technology company enabling next-generation digital transformation through expertise in Cloud, AI, Data, and enterprise solutions. Combining industry proficiency with advanced digital capabilities, it helps businesses accelerate change with speed, scale, and purpose, delivering future-ready solutions that enhance agility, resilience, and customer experience. Part of the CKA Birla Group and led by Chairman Mrs. Amita Birla, Birlasofts nearly 12,000 professionals drive innovation while building a diverse, inclusive, and learning-oriented culture. With a strong focus on sustainability and long-term value creation, Birlasoft transforms enterprises and communities, earning its reputation as a trusted partner and one of the best places to work

About the Job :

Title:

Job Location:

Educational Background:

Key Responsibilities:

• Proactively manage and keep the collaborations system operational.
• Identify new use cases, glean from various channels including trouble tickets and other end user interactions.
• Create and implement new capabilities to support increased overall productivity.
• Collaborate with UX/service-desk teams to ensure proactive communications, training, and accurate documentation are available to the user community.
• Optimize users’ collaboration experience, which involve computation and network enhancement.
• Develop the tool set and telemetry.
• Develop a knowledge base of self-serve steps for end-users to identify cause(s) of performance issues.
• Work on escalated support tickets within the UCC domain.
• Stay abreast of feature releases and investigate relevance/impact to the customer user base.
• Research and implement alternative solutions and workarounds. Including BOTs, to fill and work around feature gaps within standard Webex products.
• Parse through application and system logs to troubleshoot issues.
• Write Standard Operating Procedures and Knowledge Articles, as needed, for support staff.
• Operate with a focus on the telephony function.

Skills Required:

• Candidate has proficiency across the Webex suite of products, with emphasis on telephony function.
• Candidate can troubleshoot Cisco UC systems, including Webex Control Hub.
• Candidate has demonstrated the ability to use tools including Webex Tracer, Wireshark, and Fiddler.
• Possess an intermediate level of IP networking knowledge.
• Possess knowledge with Quality of Service (security concepts knowledge), as applicable to UCC.
• Candidate is comfortable to act on certificate expirations, CSR generation etc.
• Candidate has experience of enhancement abilities through Scripting and REST/XML API familiarity.