L2 Uc Collaboration Engineer
5 months ago
**About the role**:
In this role, the primary objective is to deliver 24x7 remote support for our managed and co-managed voice infrastructure and technologies. Taking end-to-end ownership of voice incidents, the position ensures timely resolutions within established service level agreements. Additionally, the role involves implementing standard and complex changes to enhance managed and co-managed IPTelephony solutions. By providing dedicated support and driving efficient change management, this position plays a vital role in maintaining the stability, efficiency, and continuous improvement of our voice services.
**Key job duties include**:
- Provide second-level expert support to customers in technical incidents related to Switched Voice (known in Orange Business as BTG) and Microsoft Telephony (Lync, Skype for Business).
- Ensure an outstanding customer experience by taking ownership of incidents throughout their lifecycle, adhering to shift rules, and ensuring service restoration and customer business continuity.
- Resolve incidents within the set (SLA/SLO) and our KPIs, employing efficient analysis, troubleshooting, and restoration of voice services across multivendor platforms and the Orange core voice network.
- Conduct in-depth troubleshooting by examining CDRs, traces, and all relevant logs.
- Collaborate with and challenge carriers and vendors to address issues effectively.
- Log and track all action plans set during incident handling, providing regular updates to the customer in a timely manner until resolution.
- Demonstrate effective communication skills on all levels, fostering collaboration with customers and internal teams, including level 1 teams and Service Management.
- Liaise with higher technical support levels, teams, and vendors to drive incident resolution.
- Initiate escalation procedures to higher technical levels when needed, providing them with all fault details.
- Activate chronic procedures within respective groups and inform Voice Service Managers as necessary.
- Keep management informed of major incidents and high-impact situations.
- Ensure continuous development and maintain up-to-date knowledge of different technologies.
- Efficiently deliver on any tasks or projects assigned by the group manager
**About you**:
- Bachelor's degree in Engineering, Computer Sciences, or equivalent
- Microsoft Lync/Skype for Business certification or equivalent experience
- CCNP Voice or equivalent experience is a plus
- 2-4 years of operational experience in Voice Solutions
- Good knowledge of Voice protocols (H.323, SIP, SS7, ISDN), RTP, codecs
- Experience with NGN
- Experience in Telecom, PSTN, Core network, or Core Switching
- Good knowledge of SBC, Media Gateways, Voice Gateways
- Experience in Lync 2013, Skype for Business 2015 is highly preferable
- Experience with Microsoft partners such as Ribbon (Sonus), Audiocodes is a plus
- Experience in MS Teams is a plus
- Experience in Microsoft Lync/Skype for Business Core is a plus
- Experience in Active Directory, Windows Server 2008/2012, SCOM is highly preferable
**Additional information**:
**NA**
**Contract**:
Regular
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