Unified Communications Technician

Job Title

Consultant must be a Wisconsin resident and no relocation is allowed. This is a hybrid work schedule and occasional early morning start time and weekends may be required. On call time will not be paid for this position.

Preferred Certification:

• ITIL Foundations Certification
• Microsoft Teams Voice Certifications
• Avaya Certified Solution Specialist (ACSS), Avaya Support Professional Specialist (APS)

Required Skills and Experience:

• Experience as an Enterprise voice and unified communications technician or analyst (3-5 Years)
• Moves, adds, changes, and user provisioning across multiple UC platforms (3-5 Years)
• Phone number inventory and lifecycle management (3-5 Years)
• Ticket queue ownership and incident response (3-5 Years)
• Telecom expense management and carrier coordination (3-5 Years)
• E911 administration and records management (3-5 Years)
• User training and adoption support (3-5 Years)
• Ability to learn new technologies namely Microsoft Teams Voice (3-5 Years)
• Read, write, and comprehend simple instructions, reports, short correspondence, and memos
• Exchange of information with internal/external contacts
• Explain and gather information, answer queries, or provide assistance to internal, or external contacts
• Persuade, confirm, or recommend course of action with internal and/or external contacts
• Ability to document training materials that are easier to use by end users
• Makes decisions of responsibility involving evaluation of information; decisions may require development or application of alternative precedents
• Makes decisions of responsibility and results that affect more than one department or a department with multiple units; substantial analysis is required, and many factors must be weighed before a decision can be reached.
• Understand and follow instructions
• Execute decisions within limits of standard policy and procedures
• Interpret and adapt to established practices and procedures using independent judgement to meet situations to which application is not clearly defined
• Ability to learn new technologies namely Microsoft Teams Voice

Preferred Skills and Experience:

• Experience with Landis Contact Center
• Implementation experience
• Experience with Microsoft Teams Voice

Responsibilities:

• Customer focused VOIP Support
• Provide top-tier support for the organization's VOIP systems, with a particular emphasis on enhancing customer experience
• Display excellent communication and interpersonal skills in resolving user issues and educating customers on system functionalities
• Trend Analysis and Process Improvement
• Regularly review VOIP systems performance and support trends to identify areas for process improvement
• Use critical thinking skills and initiative to recommend and implement enhancements to the support process
• Support under Project Team
• Work closely with project team, taking direction to manage specific tasks and projects related to the VOIP systems.
• Maintenance of VOIP Systems and Records
• Perform regular maintenance on VOIP systems to ensure optimal functionality
• Keep call record systems updated and accurate, demonstrating attention to detail

**Only those lawfully authorized to work in the designated country associated with the position will be considered.**

**Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client's business needs and requirements.**