Voice/Telephony Support Engineer

Position Title

Voice/Telephony Support Engineer

Business Unit

Operations

Employment Type

Permanent

Hours

10AM till 6PM Australia Time M-F (Occasional on call for any after-hours changes and major incidents)

Key Responsibilities

  • Enable users for Microsoft Teams Phone Enable users for Direct Routing Enable per-user calling features Plan and design a Microsoft Teams PSTN solution.
  • Configure Phone policies Configure auto attendants and call queues Design network infrastructure for optimal Microsoft Teams Phone performance.
  • Extend a Direct Routing infrastructure Monitor Microsoft Teams Phone Monitor and troubleshoot Microsoft Teams clients and devices.
  • Troubleshoot Direct Routing connectivity.
  • Oversees design, testing and deployment of the Voice infrastructure.
  • Performing a variety of tasks associated with user provisioning and call routing within the assigned platform
  • Build loaders for internal systems ensuring tasks are completed accurately and in a timely manner
  • Import users into internal systems, ensuring proper billing type and number association
  • Participate in meetings with clients and internal departments to understand the requirements of call routing
  • Document and design call flow diagrams to ensure that all call variables have been accounted for in preparing a routing plan
  • Input approved call flows into appropriate platform ensuring accuracy of information and call routing
  • Support the clients solution by correcting any issues with call routing or provisioning during the initial implementation phase, constantly communicating status of any issues with client
  • Complete testing to ensure that call flow is operating properly
  • Monitors and ensures compliance to standards, policies, and procedures

Technical Experience

Good knowledge of MS Teams Should have good experience of working on IP telephony solutions Should have fair understanding of Network basics, additional certifications in network stream would be beneficiary Working knowledge of Networking products, and protocols Experience in supporting, trouble shooting and administering of the Voice products, devices, and technologies.

Other telephony system such as CUCM or others would be looked into as well.

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Kekuli Ramanayake

Brand Advocate

Kekuli is an experienced Brand Advocate with over 5 years of expertise in driving brand awareness, loyalty, and engagement. She is skilled in developing comprehensive advocacy programs and executing impactful marketing campaigns. Kekuli has a proven track record in building strategic partnerships, crafting compelling brand narratives, and fostering authentic customer connections. She possesses a strong background in SaaS, PaaS, and IT managed services and is committed to advancing brand reputation and market presence. She is adaptable to dynamic environments and emerging trends. She is passionate about driving brand success and creating meaningful audience connections.

Kekuli Ramanayake

Brand Advocate

Kekuli is an experienced Brand Advocate with over 5 years of expertise in driving brand awareness, loyalty, and engagement. She is skilled in developing comprehensive advocacy programs and executing impactful marketing campaigns. Kekuli has a proven track record in building strategic partnerships, crafting compelling brand narratives, and fostering authentic customer connections. She possesses a strong background in SaaS, PaaS, and IT managed services and is committed to advancing brand reputation and market presence. She is adaptable to dynamic environments and emerging trends. She is passionate about driving brand success and creating meaningful audience connections.