Job
Description
General Summary: As a key member of Qualcomm's unified communications support team, you will manage and maintain VoIP and Webex Contact Center solutions, ensuring smooth and efficient operations. Your role encompasses deployment, troubleshooting, system monitoring, infrastructure support, and ongoing maintenance and upgrades of these critical communication services. You will collaborate with various stakeholders, including technical staff, project managers, and management, to deliver reliable, high-quality voice and contact center experiences. Key Responsibilities: Deploy, support, and troubleshoot Microsoft Teams Phone System versions and Poly (HP) Devices in line with industry best practices. Integrate and manage Ribbon SBCs with MS Teams Direct Routing, handling deployment methodologies and troubleshooting. Design, configure, and implement IVR call flows and agent profile management to optimize contact center workflows. Execute Tier 3 operations including day-to-day support, preventive maintenance, upgrades, and log analysis for WxCCE components and other UC environments. Utilize PowerShell scripting to automate system management and troubleshooting tasks. Capture and analyze debug-level logs to diagnose and resolve complex issues within contact center environments. Provide direct support and engage effectively with contact center stakeholders to ensure uninterrupted services. Maintain up-to-date technical documentation and contribute to continuous improvement of contact center processes. Minimum Qualifications: Bachelor's degree in Computer Science, Computer Engineering, Information Systems, or a related field. OR 1+ year of IT-related work experience with a Bachelor's degree in a non-technical field. OR 3+ years of IT-related work experience with a High School diploma or equivalent. Preferred Qualifications: Bachelor's or Master's degree in Information Technology or equivalent. 6+ years of experience with SBCs, Unified Communications, and Contact Center technologies. Relevant certifications in Microsoft technologies such as MS-721 and/or Cisco Webex Contact Center. Strong expertise in Ribbon SBCs, MS Teams Direct Routing, Poly (HP) devices, WxCCE, and PowerShell scripting. Proven experience in tier-3 support roles, troubleshooting, and system upgrades. Physical Requirements: Frequently transports and installs equipment weighing up to 20 lbs. Additional Information: Qualcomm is an equal opportunity employer committed to creating an accessible hiring process and workplace for individuals with disabilities. Reasonable accommodations are available upon request.
