Unified Communications Support Engineer

Intertec Softwares; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A technology solutions provider in Dubai is seeking a Unified Communications Support Engineer. You will optimize and support Unified Communication systems, provide guidance to end-users, and develop tailored solutions. The ideal candidate will have over 4 years of experience in Unified Communication support, proficiency with Cisco IPT and Mitel software, and strong analytical skills. Certification in Cisco or NICE CXone is preferred.

Qualifications

• At least 4 years of experience in support operations of Unified Communication solutions.
• Certified in any of Cisco Collaboration/Contact Center or NICE CXone (preferably both).
• Preferred to have ITIL Foundation certification.

Responsibilities

• Optimize, enhance, implement, support, troubleshoot and document Unified Communication network solutions.
• Provide technical support to end-users on Cisco IPT, Mitel IPT, NICE CXone solutions.
• Analyze and develop customized solutions based on business requirements.
• Implement new omnichannel call center setups on NICE CXone.

Skills

Telephony knowledge

Contact Center solutions

Problem-solving skills

Analytical skills

Data and Voice Networking

Teamwork

Communication skills

Education

Bachelors degree in Computer Science, Information Technology or related field

Job description

Job Purpose

The Unified Communications Support Engineer is responsible to optimize, enhance, implement, support, troubleshoot and document Unified Communication network of (Cisco IPT, Mitel IPT, NICE CXone) solutions. They are responsible for providing technical support and guidance to businesses analyzing business requirements and developing customized solutions that meet those requirements.

Responsibilities

• Optimize, enhance, implement, support, troubleshoot and document Unified Communication network of (Cisco IPT, Mitel IPT, NICE CXone) solutions.
• Provide technical support and guidance to Corporate and Contact Center end-users on the use and enhancements of Cisco IPT, Mitel IPT, NICE CXone software solutions.
• Analyze business requirements and develop customized solutions based on business requirements.
• Test, troubleshoot and provide solutions for issues and requirements and ensure they are functioning correctly.
• Able to manage small enhancement projects.
• Script and integrate APIs.
• Understand Contact Center solutions and be able to troubleshoot daily operations cases.
• Implement new services like new omnichannel call center setup on IVR scripting on NICE CXone.
• Develop and maintain technical documentation related to all Unified Communications solutions.
• Collaborate with cross‑functional teams to ensure that the Unified Communications solutions meet business needs.
• Stay up to date with the latest developments in Unified Communication Solutions and incorporate those developments into solutions as appropriate.

Technical Skills / Competencies

• Bachelors degree in Computer Science, Information Technology or related field.
• At least 4 years of experience in support operations of Unified Communication solutions.
• Strong knowledge of Telephony and Contact Center solutions.
• Excellent analytical and problem‑solving skills.
• Strong knowledge of Data and Voice Networking concepts.
• Strong communication and interpersonal skills.
• Ability to work independently and in a team environment.
• Certified in any of Cisco Collaboration/Contact Center or NICE CXone (preferably both).
• Preferred to have ITIL Foundation certification.

Soft Skills

• Bachelors degree in Computer Science, Information Technology or related field.
• At least 4 years of experience in support operations.
• Strong analytical mindset and attention to detail.
• Ability to prioritize under pressure and respond within SLA timelines.
• Proactive, accountable and a team player.