Unified Communications Specialist

Les Olson IT; Salt Lake City (UT); On-site; USD 70,000 - 90,000; Full time

Job summary

Les Olson Company is seeking a skilled Unified Communications Specialist to join our team. This role focuses on deployment, support, administration, and optimization of UC solutions, including UCaaS platforms, VoIP systems, collaboration tools, and telecom infrastructure.

The ideal candidate will have strong troubleshooting skills and excellent customer service abilities, with experience supporting voice, messaging, and video conferencing.

Qualifications

• 2+ years of experience supporting Unified Communications, VoIP, telecommunications, or UCaaS platforms.
• Strong understanding of VoIP technologies, Hosted PBX and UCaaS platforms, IP networking fundamentals, QoS.
• Experience troubleshooting voice quality issues such as jitter, packet loss, latency, and one-way audio.
• Strong written and verbal communication skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Demonstrated commitment to customer satisfaction.

Responsibilities

• Respond to customer incidents, service requests, and technical inquiries per SLAs.
• Troubleshoot and resolve voice quality issues, call routing problems, registration failures, and service outages.
• Support, configure, and provision Unified Communications services including VoIP, SIP, and UCaaS platforms.
• Administer user accounts, devices, auto attendants, hunt groups, call flows, and voicemail configurations when needed.
• Create and maintain technical documentation, knowledge base articles, and standard operating procedures.
• Monitor platform performance and proactively identify service-impacting issues.
• Assist with onboarding when needed that could include provisioning phones, ordering hardware, porting numbers, on-site deployment and training end users.

Skills

VoIP

UCaaS

IP networking

QoS

Telecommunications

Technical troubleshooting

Customer service

Tools

VoIP platforms

UCaaS platforms

SIP

Phone systems

Job description

About Les Olson IT

Les Olson IT is one of the fastest-growing and most capable technology service providers in the West. We do I.T. the LOC Way—through talent, passion, and compassion—driving continual growth and a strong market position by delivering superior service.

About Les Olson IT

Les Olson IT is one of the fastest-growing and most capable technology service providers in the West. We do I.T. the LOC Way—through talent, passion, and compassion—driving continual growth and a strong market position by delivering superior service. Unlike most technology companies, Les Olson IT has been in business for over 70 years. We are a family-owned and family-operated company, a tradition that began at the Olson family dinner table and continues today. From those beginnings, we have grown to more than 320 employees across nine locations in two states. Les Olson Company strives every day to elevate people, whether it's our clients, our team members, or members of the local community. We seek to elevate our clients by delivering cutting-edge IT strategy, security, solutions, and support. Each of our team members recognizes that they have a direct impact on the success of the local businesses we serve every day. We seek to elevate every team member's career, firmly believing that customer success cannot happen without employee success. We do this by working with each employee to design a fulfilling career path that grows and evolves as they do. We seek to elevate our local community members by rewarding our employees for volunteering at local charities and participating in our ongoing food drives. Our work environment promotes both growth and balance. We encourage and support our employees in building meaningful, fulfilling paths, both professionally and personally. Les Olson Company offers competitive salaries, continuing education, generous benefits, and a fun, collaborative work environment. At the end of the day, it is the people that matter most to us!

About The Role

We are seeking a skilled and customer-focused Unified Communications Specialist to join our team. This role is responsible for the deployment, support, administration, and optimization of Unified Communications (UC) solutions, including UCaaS platforms, VoIP systems, collaboration tools, and telecommunications infrastructure. The ideal candidate will possess strong technical troubleshooting skills, excellent customer service abilities, and experience supporting voice, messaging, and video conferencing. This individual will play a critical role in ensuring reliable communication services for our customers while driving operational excellence and continuous improvement.

Key Responsibilities

• Respond to customer incidents, service requests, and technical inquiries in accordance with established SLAs.
• Troubleshoot and resolve voice quality issues, call routing problems, registration failures, and service outages.
• Support, configure, and provision Unified Communications services including VoIP, SIP, and UCaaS platforms.
• Support number porting activities and telecom carrier coordination.
• Administer user accounts, devices, auto attendants, hunt groups, call flows, and voicemail configurations when needed.
• Assist customers with endpoint deployments including desk phones, softphones, mobile applications, headsets, and conferencing devices.
• Collaborate with engineering, carriers, vendors, and support teams to resolve complex technical issues.
• Create and maintain technical documentation, knowledge base articles, and standard operating procedures.
• Participate in escalation management and incident response efforts.
• Deliver exceptional customer service through professional communication and timely issue resolution.
• Monitor platform performance and proactively identify service-impacting issues.
• Assist with Onboarding when needed that could include: provisioning phones, ordering hardware, porting numbers, on-site deployment and training end users.
• Perform system testing, customer onboarding, and post-deployment support.
• Diagnose network-related issues affecting voice services, including QoS, SIP signaling, NAT, firewall configurations, and bandwidth limitations.

Required Qualifications

• 2+ years of experience supporting Unified Communications, VoIP, telecommunications, or UCaaS platforms.
• Strong understanding of:
• VoIP technologies
• Hosted PBX and UCaaS platforms
• IP networking fundamentals
• Quality of Service (QoS)
• Experience troubleshooting voice quality issues such as jitter, packet loss, latency, and one-way audio.
• Strong written and verbal communication skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Demonstrated commitment to customer satisfaction.

Preferred Qualifications

• Familiarity with UC platforms such as:
• Intermedia Elevate
• GoTo Connect
• Microsoft Teams Phone
• RingCentral (Ring EX)
• 8x8 Work
• Dialpad
• Zoom Phone
• Nextiva
• Contact Center administration experience.
• Certifications such as:
• SIP School
• Telecom or UCaaS vendor certifications

What Success Looks Like

• Resolves customer issues efficiently while maintaining excellent customer satisfaction.
• Demonstrates technical expertise across voice, video, messaging, and collaboration platforms.
• Consistently meets service level objectives and support metrics.
• Contributes to process improvements and technical documentation.
• Serves as a trusted advisor for customers and internal stakeholders.