Unified Communications Engineer

Job Description

About the job Primary Responsibilities: Design, implement, manage, administer, and support Microsoft Modern Work technologies in M365 Work with Global UCC team to provide Follow-the-Sun support for a variety of UCC services. Serve as APAC region Tier 3 escalation. Produce and maintain current documentation for areas of responsibility, both end user and internal IT support Define and manage KPIs and metrics to measure service health and drive improvements. Provide end user support for a variety of collaboration tools and be able to articulate to the business which tool provides the most value based on business requirements Participate in 24x7 on-call rotation (Tier 3) for critical collaboration services including M365 (SharePoint Online, Teams, Power Platform, OneDrive, M365 Copilot etc.), Atlassian services (Jira & Confluence). Maintain an awareness of and research new technologies as they relate to the delivery of collaboration services. Partner with business units to ensure they are aware of standard and enhanced standard collaboration tools and service to maximize individual productivity. Essential Experience of supporting Microsoft Modern Work technologies Experience with Teams and SharePoint administration General familiarity with a variety of M365 Admin Centers Fundamental knowledge of IT Service Management (ITSM) Ability to communicate, written and verbal, with technical and non-technical cross-functional teams Strong understanding of governance, security, and compliance concepts within Microsoft 365, with a willingness to learn and apply best practices in a structured environment. Demonstrated interest or aptitude in exploring the latest trends in AI and automation technologies (e.g., conversational AI, generative AI, intelligent automation). Inclination toward leveraging AI capabilities, across any platform to improve productivity, user experience, and business processes is highly desirable. Additional Demonstrated ability to prioritize and deliver on multiple projects simultaneously Self-motivated and customer service focused Excellent facilitation skills, including meeting content/agenda and proactive/creative management of issues Ability to manage projects and interface with employees of varying skill sets in a high-pressure environment Strong verbal, written and interpersonal communication skills; strong problem-solving skills Preferences Experience with Atlassian Jira & Confluence Familiarity with ServiceNow Experience with Microsoft Power Platform Experience with Microsoft Azure Experience with PowerShell Familiarity with how Microsoft Modern Work technologies are licensed Experience with a wide range of collaboration tools Mandatory Technical Skills : Microsoft Modern Work technologies in M365 Total Years of Relevant experience: 5-7 years