UC Support Engineer II

3 weeks ago

New York, New York, United States Vibrant Emotional Health Full time
Job Title: UC Support Engineer II

Vibrant Emotional Health is seeking a highly skilled UC Support Engineer II to join our IT team. As a key member of our team, you will be responsible for providing technical support and maintenance for our Unified Communications (UC) platform.

Key Responsibilities:
  • Provide Tier II support and receive escalations to ensure final resolution on reported incidents.
  • Monitor UC infrastructure capacity and performance to ensure continued, uninterrupted operation of systems and applications.
  • Ensure full compliance with Corporate Change Management policies and procedures for UC infrastructure.
  • Lead/coordinate new Voice, Chat, SMS, Video infrastructure and application deployments.
  • Participate in the planning, deployment, and support of Unified Communication systems.
Requirements:
  • Strong, hands-on experience with the Genesys framework (configuration, routing strategies, etc.).
  • Responsible for administration and support of Genesys PureCloud solutions.
  • Problem management skills.
  • Advanced troubleshoot skills.
  • Ability to collaborate with vendors on infrastructure designs to ensure the final product is what was architected or designed.
  • Ability to define hardware and software performance standards.
  • Serve as subject matter expert on all matters of Contact Center related technology.
Qualifications:
  • A Bachelor's Degree and at least 3-5 years experience as a UC Engineer or similar role (additional experience may be substituted in lieu of a degree).
  • Fully understand Telecom fundamentals and advanced features.
  • Experience supporting large-scale Telecom implementations and upgrades.
  • Some hands-on implementation, administration, maintenance, and optimization experience (e.g. Genesys PureCloud or similar).
What We Offer:
  • Excellent comprehensive benefits, including medical, dental, vision, supplemental income insurance, pre-tax transit/parking, pre-tax FSA for medical and dependent care, and 401K available.
  • 4 weeks' vacation, plum benefits, etc.

Vibrant Emotional Health is an equal opportunity employer. We are committed to diversity and inclusion in the workplace. If you are interested in applying, we encourage you to think broadly about your background and skill set for the role.

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