Unified Communications Support Engineer

Intertec Softwares Pvt Ltd; Dubai; On-site; AED 60,000 - 80,000; Full time

Job summary

A technology firm based in Dubai is seeking a Unified Communications Support Engineer responsible for optimizing and supporting Unified Communication networks using Cisco IPT, Mitel IPT, and NICE Cxone solutions. The role requires a Bachelor's degree in a related field and at least 4 years of experience in support operations. The ideal candidate will possess strong analytical skills, problem-solving abilities, and a proactive approach to managing small projects. This is a pivotal role for enhancing communication solutions within the company.

Qualifications

• 4+ years of experience in support operations of Unified Communication solutions.
• Certified in Cisco Collaboration/Contact Center or NICE Cxone.
• Preferred ITIL Foundation certification.

Responsibilities

• Optimize, enhance, implement, support, and document Unified Communication networks.
• Provide technical support to end-users on Cisco IPT and NICE Cxone.
• Analyze business requirements for customized solutions.
• Manage small enhancement projects and provide troubleshooting solutions.

Skills

Unified Communication solutions

Telephony and Contact Center solutions

Data and Voice Networking concepts

Analytical skills

Problem-solving skills

Communication skills

Interpersonal skills

Project management

Education

Bachelor's degree in computer science or related field

Tools

Cisco IPT

Mitel IPT

NICE Cxone

Job description

JOB PURPOSE

The Unified Communications Support Engineer is responsible tooptimize, 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 (INCLUDES ALL TASKS)

• 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 ofCisco IPT, Mitel IPT, NICE CxoneNice 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.
• Scripting and knowledge about APIs, Integration
• Understand Contact Centers solutions and 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 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

MANDATORY

• Bachelor’s 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

MANDATORY

1. Bachelor’s degree in computer science, Information Technology, or related field.
2. At least 4 years of experience in support operations
3. Strong analytical mindset and attention to detail.
4. Ability to prioritize under pressure and respond within SLA timelines.
5. Proactive, accountable, and a team player.

Signature: Syed Mohamed