Remote Tier II III UC Support Engineer

\nAt TTEC Digital, we coach clients to ensure their employees feel valued, and fully supported, because an amazing customer experience is an employee first process. Our vision is the same, a place where employees know they can thrive.\n\nPosition Purpose\nThe Tier II/III UC Support Engineer serves as the primary point of contact for all customer support requests within the Unified Communications Practice. This role is responsible for providing advanced technical support, troubleshooting, and resolution of issues related to UC technologies. The engineer handles system outages, performs triage across hardware, software, and network layers, and ensures timely resolution of incidents ranging from minor to complex. Additionally, the role involves collaboration with internal teams, vendors, and customers, and participation in deployment and enhancement projects such as Microsoft Teams and Session Border Controllers.\nKey Responsibilities\n\nAct as the focal point for customer support requests via voice, email, web, or live calls.\n\nProvide first-line support for system outages, emergencies, and critical issues.\n\nPerform triage and troubleshooting of hardware, software, and network-related problems.\n\nAssess customer requirements and recommend appropriate configurations.\n\nManage and administer videoconferencing and AV systems.\n\nMonitor system performance and respond proactively to errors and alerts.\n\nEnsure timely resolution or escalation of issues and maintain SLA compliance.\n\nMaintain accurate and complete documentation through internal ticketing systems.\n\nCollaborate with internal teams, field engineers, vendors, and partners.\n\nSupport integrations and provide basic application programming when required.\n\nParticipate in UC-related projects including Teams and SBC design, deployment, and upgrades.\n\nInitiate billing processes where applicable.\n\nCollect and analyze usage statistics and repair logs.\n\nPerform after-hours support when required.\n\n\n\nTechnical Expertise\n\nStrong experience in Unified Communications support environments.\n\nExpertise in Microsoft Teams and Skype for Business.\n\nHands-on experience with VoIP technologies and Teams Direct Routing.\n\nExperience with Session Border Controllers (AudioCodes, Ribbon).\n\nKnowledge of Microsoft O365 and Azure environments.\n\nExperience with integrations between Microsoft Teams and platforms like Genesys Cloud/Connect.\n\nUnderstanding of networking concepts for telecom solutions.\n\nKnowledge of Active Directory, DNS, DHCP, and cloud platforms (Azure/AWS).\n\nAbility to troubleshoot complex system and network issues.\n\n\n\nCompetency\nPersonal:\n\nStrong interpersonal skills, high energy, integrity, and adaptability.\n\nResults-oriented with strong problem-solving abilities.\n\nAbility to handle challenging situations effectively.\n\n\n\nLeadership:\n\nAbility to build credibility and influence without authority.\n\nMaintain a positive attitude while working with diverse customers.\n\n\n\nOperations:\n\nAbility to manage multiple tasks, projects, and priorities efficiently.\n\nDeliver customer-focused solutions while optimizing time and resources.\n\n\n\nTechnology Stack\n\nMicrosoft Teams\n\nMicrosoft Skype for Business\n\nMicrosoft O365\n\nMicrosoft Azure / AWS\n\nVoIP & Telecom Technologies\n\nTeams Direct Routing\n\nAudioCodes Session Border Controller\n\nRibbon Session Border Controller\n\nE911 Solutions\n\nActive Directory, DNS, DHCP\n\nGenesys Cloud / Connect Integrations\n\nMicrosoft CRM (basic familiarity)\n\n\n\nEducation, Experience and Certification\n\nHigh school diploma (minimum qualification).\n\nMinimum 3 years of experience in a Unified Communications role.\n\nCertifications in Microsoft Teams, Ribbon, or AudioCodes are preferred but not mandatory.\n\n\n\n\n\n\n\n\n\nTTEC Digital and our 1,800+ employees, pioneer engagement and growth solutions that fuel the exceptional customer experience (CX). Our sister company, TTEC Engage, is a 60,000+ employee service company, with customer service representatives located around the world. TTEC Holdings Inc. is the parent company for both Digital and Engage. When clients have a holistic need, they can draw from these independently managed centers of excellence, TTEC Digital and TTEC Engage.\n \nWe are also delighted to share that TTEC has been awarded the Great Place To Work 2024-2025 certification based on outstanding employee experience across 14 countries.\n \nTTEC is a proud equal opportunity employer where all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability. TTEC has fully embraced and is committed to expanding our diverse and inclusive workforce. We strive to reflect the communities we serve while delivering amazing service and technology centered around humanity.\n \nRarely do applicants meet all desired job qualifications, so if you feel you would succeed in the role above, please take a moment and share your qualifications. \n\n#Location\nHyderabad