Senior Technical Analyst

Life on the team

Designs, installs, and maintains the organization’s collaboration and communication (voice/video/IMP) infrastructure. Configures, implementation and services the entire voice communication environment, including call control or routing platforms, messaging systems, embedded reporting solutions and telepresence or web conferencing technologies.

As a Microsoft Teams Voice Solution Specialist, you will play a critical role in designing, implementing, and managing voice communication solutions using Microsoft Teams. You will leverage your expertise in unified communications and collaboration to ensure seamless and efficient voice communication within the organization. Your responsibilities will include deploying, configuring, and optimizing Microsoft Teams Voice features, integrating them with existing systems, and providing technical support to ensure a reliable and effective voice communication environment.

What You’ll do

• Voice Solution Design: Collaborate with stakeholders to gather requirements and design voice communication solutions using Microsoft Teams, considering business needs, scalability, security, and best practices.
• Deployment and Configuration: Lead the deployment and configuration of Microsoft Teams Voice components, including Operator Connect, direct routing, calling plans, voice policies, and auto-attendants, to enable high-quality voice calls.
• Integration: Integrate Microsoft Teams Voice with existing telephony systems, ensuring seamless interoperability and minimal disruption to ongoing operations.
• Quality and Performance Optimization: Monitor, analyze, and optimize voice call quality and performance by identifying and addressing network, hardware, and software issues.
• Security and Compliance: Implement security measures and compliance policies to protect voice communication data and ensure adherence to regulatory requirements.
• Technical Support: Provide advanced technical support and troubleshooting for voice communication issues, working closely with internal teams and vendors to resolve incidents promptly.
• User Training and Adoption: Develop training materials and conduct training sessions for end-users to promote adoption and effective use of Microsoft Teams Voice features.
• Documentation: Maintain accurate documentation of voice solution configurations, processes, and troubleshooting procedures.
• Vendor Management: Collaborate with third-party vendors and service providers to ensure the successful implementation and ongoing support of voice solutions.
• Stay Current: Keep abreast of the latest updates, features, and best practices related to Microsoft Teams Voice and unified communications technologies.
• Device Management: Device provisioning such as Poly X Series, CCX Serires, Trio Series, etc.,
• Session Board Control: Maintenance of SBC such as AudioCodes SBC IP to IP routing, Sip Signalling, Certificate renewal, Configure the Dial Plans, Switch Over, High availability etc.,
• Analog Gateways: Maintenance of Gateway for Analog Phones such as Trunk Groups, Register/Unregister FXL channel.

What You’ll Need

• Experience: Minimum of 6+ years in managing, maintaining, and troubleshooting large enterprise environments, especially Microsoft Teams voice with operator connect, Calling Plan, Direct Routing

• Overview of Teams meetings and events, Teams Phone, auto attendants and call queues, Teams clients, Microsoft Teams Rooms and phones, Microsoft 365 Copilot in Teams calling, meetings, and devices

• Determine license requirements for Microsoft Teams Rooms and shared devices, Understand differences between Microsoft Teams Rooms on Android and Windows, Microsoft Teams Rooms on Surface Hub 2S, Teams Room accessories, components, and peripherals, Teams Rooms management options.
• Deploy Teams Phone, Teams Phone PSTN connectivity, Teams Phone devices, Teams Phone features, voicemail
• Understand Teams network requirements, specifications, network for media optimization, validate VPN split tunnelling, Configure media bit rate for Teams, QoS.
• Configure emergency calling for Teams Calling Plans, Manage and configure Microsoft PSTN numbers, Configure Operator Connect and Teams Phone Mobile, Teams Phone policies, Create and manage Teams policies
• Optional : Direct Routing call flows, Implement SIP trunking with Direct Routing, Configure Emergency Calling for Direct Routing, Extend Teams Direct Routing infrastructure, Deploy and maintain a survivable branch appliance

About us 

With over 20,000 employees across the globe, we work at the heart of digitisation, advising organisations on IT strategy, implementing the most appropriate technology, and helping our customers to source, transform and manage their technology infrastructure in over 70 countries. We deliver digital technology to some of the world’s greatest organisations, driving digital transformation, and enabling people and their businesses.   

Learning and development 

Our people are our strength which is why we offer leadership training, coaching, mentoring, professional development, and international opportunities. Whichever direction you choose to go in – whether it’s a well-trodden path or a completely new part of the business – we’ll support you. Our managers champion their people, powering their personal development and helping them to reach their full potential.    

You belong 

We passionately believe in the power of diversity and inclusion. We celebrate our differences because we know a diverse workforce with different experiences and perspectives helps us win together. And to do that, you need to feel comfortable to bring your whole self to work – and you can only do that when you feel supported, valued, and have a sense of belonging which is what we strive to achieve. 

Your application is considered on its merits regardless of your age, disability, ethnicity, faith, gender identity or sexual orientation. All that matters to us is that you share our vision and our values, and that you bring the experience and skills we need.   

We are proud to be a Disability Confident Employer, we welcome applications from people with a disability – and guarantee to interview applicants who have a disability and meet the essential requirements for the job.