Unified Communications Analyst

Arthrex India; Pune District; On-site; INR 600,000 - 1,200,000; Full time

Job summary

Arthrex India is seeking a Unified Communications Analyst to manage UC/telecom hardware and software, including design, development, execution, maintenance and troubleshooting. You will liaise with vendors for orders and support, ensuring smooth operations across locations and time zones.

The role requires Cisco certifications, strong communication skills, and the ability to work with cross-functional teams.

Qualifications

• 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.

Responsibilities

• Responsible for UC/Telecommunications hardware and software design, development, execution, maintenance and troubleshooting.
• Assist in 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 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.
• Interact with internal and external customer groups to perform necessary UC configuration, MACDs or repairs.
• Support hardware/software maintenance including troubleshooting, installation and upgrades for workstations and servers.
• Administer Genesys Cloud CX.

Skills

Unified Communications Operations

UC Applications

Network Topology

Technical Aptitude

Contact Center Knowledge

Troubleshooting with Infra

Cisco Certification

Communication & Collaboration

Education

Degree in Computer Science or related field

Cisco Certifications

High School Diploma or Equivalent

Job 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.

Required Skills

• Network Troubleshooting & Network Topology
• Cisco Technologies / Cisco Certification
• UC/Telecom Hardware & Software Administration
• Unified Communications / Telecommunications
• Genesys Cloud CX