Operations & Support
Provide Level 3 support for Unified Communications services
Troubleshoot complex incidents across telephony, Teams and contact center platforms
Manage configuration changes and service requests
Ensure platform stability, performance and availability
Maintain technical documentation and operational procedures
Participate in continuous improvement initiatives
Microsoft Teams & Unified Communications
Administer Microsoft Teams collaboration and telephony services
Support Teams Rooms (Windows and Android)
Manage Teams Phones and Teams-certified meeting room devices
Support Teams Direct Routing and Enterprise Voice services
Manage and troubleshoot AudioCodes SBC environments
Support conferencing and video collaboration solutions
Contact Center & Customer Care
Support Nice CXone cloud contact center platform
Participate in the migration toward a new customer care technology platform
Contribute to optimization of customer care processes and user experience
Work closely with business stakeholders to translate operational needs into technical solutions
Innovation Projects
Contribute to AI-driven customer care initiatives
Participate in the development of new communication and customer service products
Evaluate and implement new technologies supporting customer engagement
Support modernization and automation efforts across communication services
Minimum Requirements
At least 9 years of experience with Microsoft Teams administration and support
Experience with Enterprise Telephony / VoIP environments
Experience supporting production environments (MCO / Run)
Experience working with Session Border Controller (SBC), Session Initiation Protocol (SIP), Call Flow Analysis, and AudioCodes SBC.
Strong troubleshooting and incident management skills
Good understanding of networking fundamentals
Experience working with Unified Communications technologies
Advanced english level
Nice to Have
Knowledge in Integration of AI capabilities into c