Description

Manage the deployment, support, and monitoring of enterprise-scale cloud-based contact center and voice systems across North America.

Responsibilities

• Provide technical service and support for telecommunications infrastructure, including Five9 CCaaS, Microsoft Teams, Salesforce, ServiceNow, and Verint WFM Suite.
• Manage contact center and general telecom moves, adds, and changes by responding to internal help desk tickets for onsite and remote users.
• Analyze business needs to research and recommend technical solutions in collaboration with internal customers and IT staff.
• Maintain accurate system documentation for all telecommunications platforms.

Required Skills

• 3+ years of experience supporting contact center and IP voice platforms.
• 3+ years of telecom-related experience in IT Service Delivery.
• Direct experience with Microsoft Teams.
• Hands-on experience with contact center cloud applications such as Five9, NICE, or Salesforce.
• Strong knowledge of voice technology, IP-based solutions, and voice networking.
• Proficiency in troubleshooting and problem resolution within networking environments.
• Experience using ServiceNow for request management.
• Ability to work with limited supervision and support off-hours requirements for system changes.

Preferred Skills

• Bachelor’s degree in engineering, technology, or computer science.
• Relevant industry certifications.

Key Skills

Education

Any Graduate