Unified Communications Engineer
Milliman
Gurgaon, India
1d ago

Description

Unified Communications Engineer - India

Job Summary

IT Operations provides tier two support to Milliman’s Practice IT administrators in a follow the sun model. This position, Unified Communications (UC) Engineer, is a member of our India-based GCS IT Operations team.

This position is operationally responsible for monitoring, troubleshooting, and resolving issues related to Microsoft Teams Voice.

The UC engineer is skilled with telecommunications and email in the Microsoft stack. This role collaborates with other UC engineers to deliver MS Teams Voice configuration, Direct Routing, Domestic and International Calling plans, end-user support, and reporting metrics.

With minimal supervision, performs complex analysis, problem solving, implementation, and documentation in the MS Teams Voice space.

This position reports into the Manager of Infrastructure and Operations and receives day-to-day instruction from the lead of IT Operations.

Duties may change or be assigned as necessary.

Primary Duties & Responsibilities

  • Provide prompt level two support via ticketing system for MS Teams Voice to troubleshoot and resolve related issues, escalating as necessary.
  • Provide analytics and insights for MS Teams Voice using logs, metrics and reporting to identify issues, and to any perform corrective actions.
  • Maintain optimal user experience for MS Teams Voice.
  • Automate recurring and / or manual tasks.
  • Contribute to annual reconciliations on cost allocations and license counts.
  • Authors and maintains knowledge base articles.
  • Communicate to Practice IT administrators on design, operation, and issues within the Teams Voice space.
  • Serve on on-call and emergency support rotations.
  • Translates IT strategies into tactical initiatives. May lead small to medium-sized projects.
  • Increase technical and professional expertise by attending educational workshops, reviewing publications, establishing personal networks, and participating as part of a greater team.
  • Qualifications & Education

  • Must have a degree in Engineering, Computer Science (or equivalent), with 3+ years’ experience in Microsoft Teams Voice, Lync or Skype for Business;
  • or 8+ years’ experience of increasing responsibility for Microsoft Teams Voice, Lync or Skype of Business.

  • Must have 2+ years’ experience automating and performing scripting tasks.
  • Is a subject matter expert in Microsoft Teams Voice or Skype for Business
  • Must have a strong demonstrated use of the English Language. Excellent oral and written communication skills and superb customer service skills.
  • Highly reliable, motivated, and able to work across time zone.
  • Able to determine and resolve issues, with a mindset to permanently solve issues.
  • Has working knowledge of at least one of the following scripting languages : PowerShell, Python
  • Has working knowledge of the following technologies :
  • Microsoft 365 Services Azure AD, Exchange online, Teams and Teams Voice
  • Microsoft AD and Windows Server Operating Systems and Active Directory groups, objects, and user policies
  • Certification in a related area a plus
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