Unified Communications Expert

Corus Consulting Colombia; Bogotá; Presencial; COP 100.440.000 - 200.880.000; Jornada completa

Descripción de la vacante

Corus Consulting Colombia is seeking a senior Unified Communications specialist to provide Level 3 support for Microsoft Teams and related UC services in Bogotá. You will troubleshoot complex incidents across telephony, Teams and contact center platforms, manage configuration changes, and contribute to platform stability and performance.

The role requires deep experience with Teams administration, enterprise telephony, SBCs and SIP, plus strong english.

Formación

• At least 9 years of experience with Microsoft Teams administration and support.
• Experience with Enterprise Telephony / VoIP environments.
• Experience supporting production environments (MCO / Run).
• Strong troubleshooting and incident management skills.
• Advanced English proficiency.

Responsabilidades

• Provide Level 3 support for Unified Communications services.
• Troubleshoot complex incidents across telephony, Teams and contact center platforms.
• Manage configuration changes and service requests.
• Ensure platform stability, performance and availability.
• Maintain technical documentation and operational procedures.
• Participate in continuous improvement initiatives.
• Administer Microsoft Teams collaboration and telephony services.
• Support Teams Rooms (Windows and Android).
• Manage Teams Phones and Teams-certified meeting room devices.
• Support Teams Direct Routing and Enterprise Voice services.
• Manage and troubleshoot AudioCodes SBC environments.
• Support conferencing and video collaboration solutions.
• Support Nice CXone cloud contact center platform.
• Participate in migration toward a new customer care technology platform.
• Contribute to optimization of customer care processes and user experience.
• Work closely with business stakeholders to translate operational needs into technical solutions.
• Contribute to AI-driven customer care initiatives.
• Participate in the development of new communication and customer service products.
• Evaluate and implement new technologies supporting customer engagement
• Support modernization and automation efforts across communication services.

Conocimientos

Microsoft Teams administration

Unified Communications

VoIP / Enterprise Telephony

Troubleshooting & incident mgmt

Networking fundamentals

SBC (AudioCodes) experience

SIP & Call Flow Analysis

English proficiency (Advanced)

Herramientas

AudioCodes SBC

SIP

Nice CXone

Descripción del empleo

• Provide Level 3 support for Unified Communications services
• Troubleshoot complex incidents across telephony, Teams and contact center platforms
• Manage configuration changes and service requests
• Ensure platform stability, performance and availability
• Maintain technical documentation and operational procedures
• Participate in continuous improvement initiatives

Microsoft Teams & Unified Communications

• Administer Microsoft Teams collaboration and telephony services
• Support Teams Rooms (Windows and Android)
• Manage Teams Phones and Teams-certified meeting room devices
• Support Teams Direct Routing and Enterprise Voice services
• Manage and troubleshoot AudioCodes SBC environments
• Support conferencing and video collaboration solutions

Contact Center & Customer Care

• Support Nice CXone cloud contact center platform
• Participate in the migration toward a new customer care technology platform
• Contribute to optimization of customer care processes and user experience
• Work closely with business stakeholders to translate operational needs into technical solutions
• Contribute to AI-driven customer care initiatives
• Participate in the development of new communication and customer service products
• Evaluate and implement new technologies supporting customer engagement
• Support modernization and automation efforts across communication services
• At least 9 years of experience with Microsoft Teams administration and support
• Experience with Enterprise Telephony / VoIP environments
• Experience supporting production environments (MCO / Run)
• Experience working with Session Border Controller (SBC), Session Initiation Protocol (SIP), Call Flow Analysis, and AudioCodes SBC.
• Strong troubleshooting and incident management skills
• Good understanding of networking fundamentals
• Experience working with Unified Communications technologies
• Advanced english level

Nice to Have

• Knowledge in Integration of AI capabilities into customer care functions
• Motivation of development of new communication and customer service products