Top Skills & Years of Experience:

• Experience as an Enterprise voice and unified communications technician or analyst.
• Moves, adds, changes, and user provisioning across multiple UC platforms.
• Phone number inventory and lifecycle management.
• Ticket queue ownership and incident response.
• Telecom expense management and carrier coordination.
• E911 administration and records management
• User training and adoption support
• Ability to learn new technologies namely Microsoft Teams Voice.

Communication Skills:

o Read, write and comprehend simple instructions, reports, short correspondence and memos. o Exchange of information with internal/external contacts. o Explain and gather information, answer queries, or provide assistance to internal, or external contacts. o Persuade, confirm, or recommend course of action with internal and/or external contacts. o Ability to document training materials that are easier to use by end users.

Decision Making Skills:

o Makes decisions of responsibility involving evaluation of information; decisions may require development or application of alternative precedents. o Makes decisions of responsibility and results that affect more than one department or a department with multiple units; substantial analysis is required, and many factures must be weight before a decision can be reached.

Complexity, Judgement and Problem Solving:

o Understand and follow instructions. o Execute decisions within limits of standard policy and procedures o Interpret and adapt to established practices and procedures using independent judgement to meet situations to which application is not clearly defined.

Years of Experience:

3-5 years of experience. Nice to

Have Skills:

• Experience with Microsoft Teams Voice
• Experience with Landis Contact Center
• Implementation experience
• ITIL Foundations Certification
• Experience with Microsoft Teams Voice and or Microsoft Teams Voice Certifications
• Avaya Certified Solution Specialist (ACSS), Avaya Support Professional Specialist (APS)