Address
Form of workWe are seeking a highly motivated and experienced UCaaS SME to join our Managed Services Delivery Assurance team. The ideal candidate will have a deep understanding of UCaaS technologies, including Cisco Cloud Calling and Microsoft Teams Calling, as well as experience working with telecom provider duties such as provisioning and troubleshooting. They will be responsible for providing expert-level support to our team of engineers and ensuring that our UCaaS solutions are operating at peak performance for our customers. This role will also be responsible for overseeing our UCaaS service offerings, recommend and make improvements, train and enable the Managed Services service desk teams for day to day support activities.
Primary Responsibilities
- Provide expert-level support for Cisco Cloud Calling and Microsoft Teams Calling technologies to customers
- Support service creation process through thought leadership and content creation
- Provide process and procedure creation for Tier-1 through Tier-3 service desk representatives
- Troubleshoot and resolve complex technical issues related to Cisco Cloud Calling and Microsoft Teams Calling technologies
- Keep up-to-date on the latest Cisco Cloud Calling and Microsoft Teams Calling technologies
- Work closely with other Professional Services team to ensure the smooth transition of UCaaS solutions to Managed Services support
- Provide expert support for telecom provider duties such as provisioning and troubleshooting
- Participation in UCaaS quarterly business reviews
- Provide ongoing support and training to customers on UCaaS solutions
- Stay up-to-date on the latest UCaaS trends and technologies
Qualifications:
- Bachelor's degree in Computer Science, Information Technology, or a related field
- 8+ years of experience working with UCaaS technologies
- 5+ years of experience working with Cisco Cloud Calling and Microsoft Teams Calling technologies
- Experience working with telecom provider duties such as provisioning and troubleshooting
- Proven ability to troubleshoot and resolve complex technical issues
- Excellent communication and writing skills
- Ability to consult with customers on their UCaaS requirements and assist with scoping activities
- Ability to work independently and as part of a team
Preferred Qualifications:
- Cisco Certified Network Professional (CCNP) Collaboration or Enterprise certification
- Microsoft Teams Certification
- Experience with UCaaS providers
- Experience with Contact Center solutions
Red River offers a competitive salary, excellent benefits and an exceptional work environment. You can review our benefit offerings here. If you are ready to join a growing company, please submit your resume and cover letter (optional).
EOE M/F/DISABLED/Vet
Red River is an equal opportunity employer and makes employment decisions based on business needs, job requirements and individual qualifications, without regard to race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity or expression, marital status, age, family medical history or genetic information, disability, past or present military service, or any other characteristics protected under the laws applicable in the locations where Red River operates. Red River will not tolerate discrimination or harassment based on any of these characteristics.
Red River does not accept unsolicited resumes from individual recruiters or third party recruiting agencies in response to job postings or otherwise. Placement fees will not be paid to any recruiter unless Red River has an active agreement in place with the recruiter and such a request has been made by the Red River Talent Acquisition team and such candidate was submitted to the Red River Talent Acquisition Team via our Applicant Tracking System. Any unsolicited resumes or other data submitted to Red River in violation of this policy may be used by Red River without obligation to pay any fees of any kind to the recruiter.
