Phone Engineer and Support at EVERIENCE

Plymouth, England, United Kingdom -

Full Time

Start Date

Immediate

Expiry Date

12 Mar, 26

Salary

0.0

Posted On

13 Dec, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Telephony, Cisco CUCM, Microsoft Teams, Genesys Cloud, Project Management, SIP, VOIP, Networking, Windows, Technical Support, Documentation, Incident Management, Cloud Solutions, Performance Monitoring, System Administration, Continuous Improvement

Industry

Information Technology & Services

Description

Company Description Our mission at Everience is to unleash the potential of digital technology to enable companies to focus on their value chain and increase their productivity and competitiveness. We provide a tailor-made response to the needs of our customers to help them build an efficient working environment, adapted to the needs of users by deploying a wide range of expertise: consulting, desktop engineering, user support, knowledge management, business support, cybersecurity, cloud and infrastructure management, smart office, IT logistics Everience operates in the Benelux and internationally and has 16 sites in Europe. The quality of our services and the excellence of the technical expertise of our employees is our priority Everience is recruiting... Job Description Domain Activity 1 – In-Service Support (MCO) Missions Monitor all activities and requests related to the telephony scope (Cisco CUCM and Teams Telephony). Ensure stability, operation, and quality of the IT system infrastructures and applications supporting the CCM platforms, guaranteeing their availability whenever and wherever required. Implement technical solutions in compliance with business-driven deadlines, as well as the company’s strategy and security policies. Provide second-level support for system issues reported by the Service Desk (ticket management). Monitor all telephony system infrastructures and plan ongoing developments in coordination with service providers. Diagnose and resolve incidents using system administration and performance monitoring tools. Work in close collaboration with other technical and business teams. Maintain and update documentation for system policies, technical specifications, and operating procedures. Participate in the 24/7 out-of-hours support rota with other members of the UC team to ensure continuity of service for the Genesys Cloud contact center application. Manage Genesys Cloud administration tasks, including CLI operations, in coordination with Orange (service provider). Autonomy / Latitude Fully autonomous in managing daily tasks and tickets. Domain Activity 2 – Continuous Improvement and Projects Missions Contribute to the strategy and definition of telecom resources required by the company’s applications. Address technical debt by proposing and implementing innovative solutions. Conduct a preliminary audit in preparation for migrating the Cisco CUCM telephony environment to Microsoft Teams Telephony. Deliverables Complete audit report: findings, improvement opportunities, and architecture diagrams. Plan for the decommissioning of copper lines. Technical specifications for the migration to Teams. Detailed migration schedule for all sites. Project budget estimate. Multi-country perspective: international coordination, with all documentation and meetings conducted in English (French is a plus). Autonomy / Latitude Shared autonomy with the manager, depending on the project scope. Domain Activity 3 – Third-Party Management and Contract Follow-Up Missions Monitor various contracts (SLAs, support agreements, renewals, and key dates). Build and maintain strong relationships with partners (telecom providers, maintenance vendors). Collaborate with the procurement team to assess and challenge current suppliers. Autonomy / Latitude Autonomous in day-to-day operations. Shared responsibility with management and procurement for contract renewals and new agreements. Qualifications Desired Experience Successful migration of a Cisco telephony environment to Microsoft Teams. Multi-site and multi-country experience. SIP environment. Strong project management skills. Required Profile Engineer with proven expertise in telephony (on-premise and cloud environments). Engineering degree in Computer Science or equivalent. Experience in installing, troubleshooting, and operating communication technologies. Experience deploying, supporting, and troubleshooting IP telephony devices, including desktop agents, desk phones, and other endpoints. Experience with monitoring tools (Centreon preferred). Technical skills Microsoft Teams & Telephony Cisco CUCM & Jabber Cisco IOS Gateways VOIP Genesys Cloud Contact Center Solutions Call recording software Windows (Desktop & Server) Networking / Administration Solid understanding of network protocols and security: IP, LAN/WAN, QoS, VLAN, DNS, DHCP, VPN configuration. Knowledge of standards and protocols: SIP, RTP, H.323. Project & Team Management Skills Experience managing group-wide projects (all sites, all vessels). Rigorous methodology: planning, reporting, risk management. Additional Information Travel Regular travel required across countries and company sites. All our positions are open to people with disabilities

Responsibilities

The Phone Engineer and Support role involves monitoring telephony systems, ensuring their stability and quality, and providing second-level support for system issues. Additionally, the role includes contributing to telecom resource strategies and managing third-party contracts.