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Unified Communications Solutions Engineer

2 months ago

Austin, Texas, United States TechOnPurpose Full time
Job Overview

Position: Unified Communications Solutions Engineer

Type: Contract to Full-Time

Location: Remote

Working Hours: Primarily 8 AM to 5 PM, Monday to Friday

Availability: Immediate

Role Summary:

The Unified Communications Solutions Engineer (UCaaS Engineer) plays a pivotal role in providing technical guidance, continuous support, and the implementation of both new and existing Unified Communications as a Service (UCaaS) and Contact Center as a Service (CCaaS) platforms for our clients. This position involves close collaboration with project managers and service providers to identify essential omni-channel communication features, processes, and technical specifications necessary for the successful design, implementation, and launch of UCaaS/CCaaS systems.

Key Responsibilities:

  • Provide ongoing support for current UCaaS and CCaaS clients.
  • Engage in discovery sessions and regular project meetings as required.
  • Oversee the technical delivery of UCaaS/CCaaS projects, including planning, design, installation, configuration, client training, and equipment testing.
  • Advise clients on system capabilities, best practices for implementation, training, vendor support services, and other needs related to platform setup and post-implementation support.
  • Evaluate and recommend best practices for technical/network adoption to ensure optimal call quality and user experience.
  • Conduct network/VoIP Quality of Service (QoS) testing and provide reports with suggested improvements to project team members.
  • Document and create Automatic Call Distribution (ACD) and Interactive Voice Response (IVR) routing rules, menus, user roles, agent skills, operational hours, teams, queues, and other messaging components of the UCaaS platform.
  • Integrate third-party systems and collaborate with clients and vendors to configure necessary integrations.
  • Aim for timely and budget-conscious completion of all projects.
  • Work closely with project teams and clients to monitor progress and develop strategies for risk management and contingency planning.

Qualifications & Skills:

  • Degree in Computer Science, Engineering, or a related field.
  • 3-5 years of experience in UCaaS/CCaaS operations or technology management.
  • Strong technical skills to dynamically identify solutions to unexpected challenges.
  • A genuine passion for problem-solving and a solid understanding of technology concepts.
  • Highly organized self-starter with a proactive approach.
  • Ability to collaborate across functions in a fast-paced environment.
  • Capability to manage multiple complex issues and projects simultaneously.
  • Excellent communication skills with experience in delivering presentations to clients.
  • Fluency in English, both written and spoken.
  • Experience in UCaaS/CCaaS operations.
  • Familiarity with InContact/RC-InContact Studio.
  • Technical experience in UCaaS/CCaaS, networking, ACD/IVR, dialers, workforce management, or related solutions.
  • Experience with CRM implementations (e.g., Salesforce, MS Dynamics) and/or Contact Center Solutions is preferred.
  • Experience in implementing or integrating cloud-based unified communications platforms or contact centers.