Skype Customer Engineer

Concentrix; Canada; Remote; CAD 60,000 - 80,000; Full time

Job summary

A leading transformation partner is seeking candidates with deep technical expertise in Microsoft solutions, particularly Skype for Business and Microsoft Teams. The role requires fluent communication in German and English and the ability to engage with enterprise clients. Applicants must have a degree or equivalent experience and be flexible in their location. This full-time position includes responsibilities in customer engagement and proactive service delivery, with an emphasis on troubleshooting and innovative technology.

Qualifications

• Experience in enterprise customer environment delivering SharePoint solutions.
• Fluent in German and English (written and oral communication).
• Passion for innovative technology and customer transformation.

Responsibilities

• Deliver proactive services like workshops and technical assessments.
• Handle customer critical issues and work in difficult situations.
• Engage in remote and onsite customer interactions.

Skills

Deep technical expertise

Strong communication skills

Face-to-face customer engagement skills

Troubleshooting knowledge

Ability to adapt to change

Education

Degree qualification or equivalent experience

Tools

PowerShell

Microsoft SQL Server

Job description

Overview

We’re Concentrix, the intelligent transformation partner that powers the world’s best brands. We combine data, insights, and advanced technology to help companies become refreshingly simple to work, interact, and transact with.

Technical Skills – Solution Area: AI Business Solutions, Skype for Business and Teams

We need individuals that:

• Possess deep technical expertise in at least one technical specialty and can solve complex technical problems through sound, creative troubleshooting.
• Set an example of excellence as a Microsoft representative, enhancing the company's image and reputation through credibility, preparation, commitment, and first‑class delivery.
• Demonstrate strong communication skills; ability to develop strategic on‑going customer relationships, gain trust and respect for the company. Engineers must also possess strong technical writing, presentation and training skills.
• Communicate at all levels from CIO to the technical staff on the ground.

Expertise Required

• Experience in the enterprise customer arena and track record with delivering enterprise‑grade SharePoint solutions.
• Face‑to‑face customer engagement skills.
• Excellent written, oral and presentation skills.
• Troubleshooting knowledge & skills.
• Degree qualification or equivalent experience.
• Good understanding of ITIL/Service Management.
• Passion for new innovative technology and drive customer transformation.
• Demonstrate effective balance between business and technical acumen.
• Ability to effectively recognize and adapt to change.
• Ability to deliver presentations and discuss complimentary products at a solutions level.
• Ability to handle customer critical issues and work in difficult situations.
• Experience delivering proactive services, such as workshops and technical assessments.

Role Requirements

• Security Clearance: yes, Level 2 (approved security clearance preferred, at least willingness to start the approval process for security clearance).
• Language: Fluent in German and English (written and oral communication).
• Travel: required, mix of remote and onsite engagement.
• Location: flexible, in the area of Cologne/Bonn or Hamburg or Berlin preferred.

Technical Expertise Required – Skype for Business

• Unified Communications (UC): Deep understanding of UC concepts, protocols, and standards. Knowledge of SIP (Session Initiation Protocol/SDP). Familiarity with codecs, signalling, and media negotiation.
• Skype for Business Deployment and Administration: Proficiency in deploying, configuring, and managing Skype for Business Server (Level 300‑400). Expertise in user provisioning, policies, and security settings. Troubleshooting skills for server, client, and network issues.
• Networking: Understanding of LAN, WAN, and VPN technologies. Knowledge of DNS, DHCP, and firewall rules. Ability to troubleshoot network connectivity problems.
• Voice over IP (VoIP): Experience with VoIP architecture, call routing, and quality of service (QoS). Familiarity with gateways/SBCs, PSTN connectivity, and E911 services.
• Active Directory (AD): Proficiency in AD design, user management, and group policies. Integration of Skype for Business with AD for authentication and user synchronization.
• Microsoft SQL Server: Ability to perform basic troubleshooting tasks on the MS SQL Backend. Ability to extract information from the databases. Knowledge how Skype for Business relates on MS SQL Server.
• Security and Compliance: Awareness of security best practices for Skype for Business. Knowledge of compliance features, archiving, and eDiscovery.

Microsoft Teams

• Deep technical knowledge of Microsoft Teams architecture, features and functionalities.
• Proven experience with Teams administration and architecture including user management, policies, and compliance as well as Teams Phone.
• Microsoft Teams Integration: Understanding of how Teams and Skype for Business coexist. Knowledge of migration strategies from Skype for Business to Teams.
• Ability to diagnose and resolve issues related to Microsoft Teams clients, meetings, calls, and integrations.
• Knowledge of third‑party applications and integrations that enhance Microsoft Teams capabilities.

Additional Experience

• Scripting and Automation: Familiarity with PowerShell for managing Skype for Business. Ability to automate repetitive tasks using scripts.
• Monitoring and Reporting: Proficiency in monitoring server health, call quality, and usage. Knowledge of reporting tools and dashboards.
• Collaboration Tools: Awareness of SharePoint integration, OneDrive for Business, and Exchange Online, understanding of federation and external communication.
• Mobile Device Management (MDM): Knowledge of MDM solutions for mobile clients using Skype for Business. Troubleshooting mobile app issues.
• Understanding of Microsoft 365 security, compliance, and governance features.
• Microsoft certifications such as MS‑700, MS‑720, or MS‑102 (not mandatory but a plus).

Location

DEU Work‑at‑Home

Language Requirements

Fluent in German and English (written and oral communication).

Time Type

Full time

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