Telecom Support Engineer II (TCF)

Overview

Telecom Support Engineer II (TCF) at Concentrix designs, implements, integrates and supports Unified Communications (UCaaS) and Contact Center as a Service (CCaaS) solutions, ensuring seamless deployment and alignment with business requirements.

What you'll do

• Lead the design, configuration and deployment of Unified Communication (UC) and Contact Center as a Service (CCaaS) solutions.
• Collaborate with cross-functional teams to implement new UC and CCaaS projects, ensuring smooth integration with existing systems.
• Manage and oversee the setup of new features and functionality for UCaaS and CCaaS platforms, including voice, chat, video conferencing, and collaboration tools.
• Perform testing and quality assurance to ensure all UC and CCaaS solutions meet organizational and client specifications.
• Provide second and third-line support for internal and external stakeholders, addressing technical issues related to UC and CCaaS platforms.
• Troubleshoot, diagnose and resolve technical problems with communication systems, ensuring minimal disruption to services.
• Maintain documentation for troubleshooting procedures, FAQs, and best practices.
• Monitor the performance of UC and CCaaS platforms to ensure optimal functionality and user experience.
• Implement ongoing system updates, upgrades and patches to maintain security, performance and compliance.
• Identify opportunities for platform optimization and provide recommendations for improving system efficiency.
• Work directly with clients or internal departments to understand business needs and customize UC and CCaaS solutions accordingly.
• Ensure timely delivery of project milestones and provide ongoing support post-implementation.
• Offer training and onboarding sessions for end-users to ensure full adoption of new systems.
• Collaborate with vendors, service providers and internal teams to resolve technical issues and implement new solutions.
• Keep stakeholders informed about project progress, issues and resolutions.
• Provide recommendations on new tools and features to enhance communication and collaboration workflows across the organization.
• Maintain comprehensive records of system configurations, changes and troubleshooting steps.
• Develop reports and dashboards to track system performance, usage metrics and support ticket resolution times.
• Document new project requirements, workflows and implementation strategies.
• Complete all assigned, mandatory training within the timeframe provided.
• Conduct and/or participate in regularly scheduled 1:1 meetings with direct manager and/or direct reports.

What you'll need

• English language proficiency (required).

Details

• Location: IND Gurugram - 4th Floor, 20, Delhi - Jaipur Expy, Sector 18.
• Time type: Full time.