About the Role
TTEC Digital is seeking a highly skilled and proactive Tier II/III UC Support Engineer to join our mission-driven team, where we believe that an exceptional customer experience starts with an empowered employee. In this remote role, you will act as a vital technical backbone for our Unified Communications Practice, serving as the primary point of contact for complex customer support requests. You will be responsible for ensuring the stability and efficiency of mission-critical communication systems, troubleshooting advanced technical issues, and contributing to the continuous improvement of our UC service offerings. As part of a global leader recognized as a Great Place to Work, you will thrive in an environment that values technical excellence, humanity, and professional growth.
Key ResponsibilitiesAs a Tier II/III UC Support Engineer, you will handle a diverse range of technical challenges and projects, ensuring that our clients' communication infrastructures remain robust and responsive. Your core duties will include:
- Serving as the primary technical focal point for customer support requests arriving via voice, email, web, or live channels.
- Providing expert-line support for critical system outages, emergencies, and high-priority UC incidents to ensure business continuity.
- Performing deep-dive triage and troubleshooting across hardware, software, and network layers to identify and resolve root causes.
- Assessing unique customer requirements to recommend and implement optimal configurations for UC environments.
- Managing and administering sophisticated videoconferencing and AV systems to support modern hybrid work environments.
- Proactively monitoring system performance and responding to automated alerts and errors before they impact the user experience.
- Collaborating closely with internal engineering teams, field engineers, third-party vendors, and partners to resolve multi-vendor issues.
- Leading and participating in UC-specific projects, including the design, deployment, and upgrade of Microsoft Teams and Session Border Controllers (SBCs).
- Maintaining comprehensive and accurate documentation within internal ticketing systems to ensure knowledge sharing and SLA compliance.
- Supporting technical integrations and performing basic application programming to enhance system interoperability.
- Collecting and analyzing usage statistics and repair logs to drive data-informed system optimizations.
The ideal candidate possesses a blend of deep technical expertise in telecommunications and a customer-centric mindset. We are looking for professionals who meet the following criteria:
- A minimum of 3 years of hands-on experience in a dedicated Unified Communications support or engineering role.
- Expertise in Microsoft Teams and Skype for Business architecture, including deployment and management.
- Proven experience with VoIP technologies and Microsoft Teams Direct Routing.
- Hands-on technical proficiency with Session Border Controllers (SBCs), specifically AudioCodes and Ribbon platforms.
- Strong working knowledge of the Microsoft 365 ecosystem and Azure cloud environments.
- Familiarity with integrating Microsoft Teams with contact center platforms such as Genesys Cloud or Genesys Connect.
- Solid understanding of core networking concepts, including Active Directory, DNS, DHCP, and general telecom protocols.
- Ability to troubleshoot complex system and network issues in high-pressure environments.
- Excellent interpersonal skills with the ability to build credibility and influence stakeholders without direct authority.
- A high school diploma is required; industry certifications in Microsoft Teams, Ribbon, or AudioCodes are highly preferred.
TTEC Digital is committed to providing a supportive and rewarding environment for our remote workforce. By joining our team, you will enjoy:
- The flexibility of a fully remote work environment that empowers you to manage your professional and personal life effectively.
- Opportunities to work with cutting-edge technology and industry-leading partners like Microsoft and Genesys.
- A culture of inclusion and belonging, backed by our Great Place to Work 2024-2025 certification across 14 countries.
- Continuous learning and professional development opportunities to help you stay at the forefront of the UC industry.
- The chance to be part of a global organization that values diversity, equity, and the human element of technology.
- A comprehensive support system where your contributions are recognized and your growth is prioritized.