Unified Communications Analyst

Arthrex India; Maharashtra; Hybrid; INR 600,000 - 1,000,000; Full time

Job summary

Arthrex India is seeking a UC Analyst to design, implement and support Unified Communications hardware and software. You will coordinate with vendors, maintain systems, and help drive enhancements across global locations.

The role requires 2 years in UC/telecommunications, Cisco certifications, and strong troubleshooting skills, with a typical Pune base and option for 1–2 days remote weekly.

Qualifications

• Experience in Unified Communications / Telecommunications operations and applications.
• Strong knowledge of network topology and equipment terminology.
• Cisco UC certifications and ability to troubleshoot issues with vendors.
• Experience with contact center environments and cross-team collaboration.
• Ability to design, implement, test and support UC solutions.

Responsibilities

• Develop and implement UC/telecommunications solutions and enhancements.
• Analyze improvements and streamline processes for telephony systems.
• Support multiple global locations; travel may be required.
• Maintain knowledge of network topology and equipment terminology.
• Manage technical projects within the department.
• Patch, harden, upgrade and test UC hardware/software.
• Interact with customers for UC configurations or repairs.
• Maintain workstations and servers; support routine maintenance.
• Administer Genesys Cloud CX in Global Contact Center.
• Work from Pune office; possible 1–2 days remote weekly; follow APAC coverage.
• Support an early start time of 6:00 AM for follow-the-sun coverage.

Skills

Unified Communications operations

Cisco UC experience

Network topology understanding

UC troubleshooting

Contact center environments

Collaboration with Infra teams

Cisco certification

Education

High school diploma or equivalent

2 years UC/Telecommunications experience

Degree in Computer Science or related field

Cisco Certifications

Tools

Genesys Cloud CX

Job description

Role Description

Responsible for Unified Communications / Telecommunications hardware and software, including design, development, execution, maintenance and troubleshooting. Maintains liaison with outside vendors for hardware, software, circuit and equipment orders as required.

• Assist in the development and implementation of Unified Communications / Telecommunications solutions and enhancements.
• Analyze and recommend solutions, upgrades and services for streamlining and process improvements.
• Support multiple locations worldwide; domestic and international travel may be required.
• Maintain in-depth knowledge and understanding of network topology, equipment and terminology.
• Manage technical projects and work with groups within the department.
• Implement, support and test system patching, hardening, hardware/software upgrades, system updates and break/fix activities on Unified Communications / Telecommunications equipment.
• Interact with internal and external customer groups to perform necessary Unified Communications / Telecommunications configuration, MACDs or repairs.
• Support hardware/software maintenance including troubleshooting, installation and upgrades for workstations and servers.
• Administer the Global Contact Center software Genesys Cloud CX.
• Work out of the Pune, India office on a normal basis, with the opportunity to work remotely 1–2 days a week as needed.
• Support an early start time of 6:00 AM to provide follow-the-sun coverage for APAC.

Role Description

Responsible for Unified Communications / Telecommunications hardware and software, including design, development, execution, maintenance and troubleshooting. Maintains liaison with outside vendors for hardware, software, circuit and equipment orders as required.

• Assist in the development and implementation of Unified Communications / Telecommunications solutions and enhancements.
• Analyze and recommend solutions, upgrades and services for streamlining and process improvements.
• Support multiple locations worldwide; domestic and international travel may be required.
• Maintain in-depth knowledge and understanding of network topology, equipment and terminology.
• Manage technical projects and work with groups within the department.
• Implement, support and test system patching, hardening, hardware/software upgrades, system updates and break/fix activities on Unified Communications / Telecommunications equipment.
• Interact with internal and external customer groups to perform necessary Unified Communications / Telecommunications configuration, MACDs or repairs.
• Support hardware/software maintenance including troubleshooting, installation and upgrades for workstations and servers.
• Administer the Global Contact Center software Genesys Cloud CX.
• Work out of the Pune, India office on a normal basis, with the opportunity to work remotely 1–2 days a week as needed.
• Support an early start time of 6:00 AM to provide follow-the-sun coverage for APAC.

Skill Requirements

Primary Skills (Must have skills)

• In-depth knowledge of Unified Communications / Telecommunications operations, hardware, software, systems and management.
• Experience in network and Unified Communications / Telecommunications applications.
• Basic IT understanding of network topology, equipment and terminology.
• Strong aptitude for technical understanding.
• Working knowledge of contact center environments.
• Ability to solve Unified Communications / Telecommunications issues and work with other Infrastructure teams and vendors to troubleshoot issues.
• Cisco certification required for the UC Analyst II level.
• Strong communication and collaboration skills.

Preferred

• Project management and communication skills training preferred.

Education / Experience

• High school diploma or equivalent required.
• 2 years of experience in Unified Communications / Telecommunications required.
• Degree in Computer Science or related field, or equivalent combination of education, training and experience which provides the requisite knowledge, skills and abilities for the job required.
• Cisco Certifications required.

Reasoning / Problem Solving

• Ability to solve Unified Communications / Telecommunications issues and collaborate with Infrastructure teams and vendors to troubleshoot issues.
• Ability to define problems, collect data, establish facts and draw valid conclusions.

Communication Skills

• Ability to verbally communicate ideas and issues effectively to other team members and management.
• Ability to write and record data and information as required by procedures.

Additional Notes

• The above statements describe the general nature and level of work being performed in this job and are not intended to be an exhaustive list of duties.
• Additional responsibilities may be assigned, as required, by management.
• The position is primarily based in the Pune, India office and supports global locations.