[Hiring] Service Desk UC Engineer @Outsourcey

Role Description

Looking to take your career to the next level? Then this role is for you! Join Outsourcey and be part of our mission to revolutionize global talent expansion! We connect businesses with dedicated full-time teams in the Philippines, offering cost-efficient solutions without compromising quality. Join us and help elevate businesses with complete control and comprehensive support, let's shape the future of work together!

Qualifications

• 1.5–3 years' experience supporting Cisco UC/CC platforms such as CUCM, Webex and Webex Contact Center, or equivalent Service Desk experience with a strong interest in specialising in UC/CC.
• Solid understanding of core Unified Communications and Contact Centre concepts, including:
  • SIP
  • Dial plans and call routing
  • PSTN connectivity
  • Voicemail
  • IVR
  • Hunt groups
  • Contact Centre agents and queues
• Strong technical troubleshooting and problem-solving capability.
• Experience working within an SLA-driven Service Desk or managed services environment.
• Strong ticket-management discipline with the ability to accurately document troubleshooting and resolution steps.
• Clear client-facing communication skills and the ability to explain technical issues in straightforward terms.
• Ability to follow established technical procedures, change controls and escalation processes.
• Willingness to learn and develop across a multi-vendor UC/CC technology stack.
• Ability to work collaboratively with senior engineers and escalate issues appropriately.

Requirements

• Highly Regarded:
  • Exposure to Zoom, AWS Connect, Genesys, Microsoft Teams or Webex Contact Center.
  • Experience supporting customers within a multi-client or Managed Service Provider (MSP) environment.
  • ITIL knowledge or awareness, particularly across Incident, Service Request and Change Management.
  • Relevant Cisco, Microsoft, Webex or other UC/CC certifications.

Core Responsibilities

• Provide Level 1 and Level 2 support for UC and Contact Centre platforms.
• Troubleshoot and resolve incidents involving call quality, voicemail, call routing, agent configuration, queues and related UC/CC services.
• Perform routine administration including user provisioning, number and extension assignment, call queue configuration, auto-attendants, handsets and softphones.
• Monitor the health and availability of UC/CC infrastructure, including call managers, gateways, SIP trunks and Contact Centre platforms.
• Identify and escalate infrastructure anomalies before they result in broader service impacts.
• Log, triage, prioritise and manage support tickets in accordance with agreed SLAs.
• Provide clear and timely updates to clients throughout the incident and service-request lifecycle.
• Perform standard moves, adds and changes (MACs) across dial plans, hunt groups, routing and voicemail configurations under established change-control processes.
• Support customers across multi-vendor environments including Cisco, Webex Contact Center, Zoom, AWS Connect, Genesys and Microsoft Teams.
• Apply core UC/CC principles and troubleshooting methodologies when working across unfamiliar platforms.
• Escalate complex design, integration and root-cause issues to senior engineers with clear documentation of troubleshooting already completed.
• Maintain accurate ticket notes, technical documentation, knowledge-base articles and Standard Operating Procedures (SOPs).
• Participate in an on-call or after-hours support roster where required.

Benefits

• Competitive salary
• Opportunity to shape the HR function of a rapidly growing BPO.
• Work closely with a team of industry leaders who have successfully scaled BPOs in the past.
• Career growth and development opportunities.

Please attach your CV and we will be in touch for a confidential chat. Let's do great things together! This is a remote position.