**Responsibilities:** **Implementation \& Integration**: * Lead the design, configuration, and deployment of Unified Communication (UC) and Contact Center as a Service (CCaaS) solutions. * Collaborate with cross\-functional teams to implement new UC and CCaaS projects, ensuring smooth integration with existing systems. * Manage and oversee the setup of new features and functionality for UCaaS and CCaaS platforms, including voice, chat, video conferencing, and collaboration tools. * Perform testing and quality assurance to ensure all UC and CCaaS solutions meet organizational and client specifications. **Support \& Troubleshooting**: * Provide second and third\-line support for internal and external stakeholders, addressing any technical issues related to UC and CCaaS platforms. * Troubleshoot, diagnose, and resolve technical problems with communication systems, ensuring minimal disruption to services. * Maintain documentation for troubleshooting procedures, FAQs, and best practices. **System Monitoring \& Optimization**: * Monitor the performance of UC and CCaaS platforms to ensure optimal functionality and user experience. * Implement ongoing system updates, upgrades, and patches to maintain security, performance, and compliance. * Identify opportunities for platform optimization, providing recommendations for improving system efficiency. **Client \& Stakeholder Management**: * Work directly with clients or internal departments to understand business needs and customize UC and CCaaS solutions accordingly. * Ensure timely delivery of project milestones and provide ongoing support post\-implementation. * Offer training and onboarding sessions for end\-users to ensure full adoption of new systems. **Collaboration \& Communication**: * Collaborate with vendors, service providers, and internal teams to resolve technical issues and implement new solutions. * Keep stakeholders informed about project progress, issues, and resolutions. * Provide recommendations on new tools and features to enhance communication and collaboration workflows across the organization. **Documentation \& Reporting**: * Maintain comprehensive records of system configurations, changes, and troubleshooting steps. * Develop reports and dashboards to track system performance, usage metrics, and support ticket resolution times. * Document new project requirements, workflows, and implementation strategies. **Requirements:** **Education \& Experience**: * Bachelor's degree in Computer Science, Information Technology, Telecommunications, or a related field (or equivalent experience). * Proven experience in managing, supporting, and implementing Unified Communications and CCaaS platforms (e.g., Amazon Connect, Nice CXOne, Avaya). * Experience in both project management and hands\-on technical support in the UC and CCaaS domain. **Technical Skills**: * In\-depth knowledge of UCaaS, CCaaS, and VoIP technologies. * Familiarity with cloud\-based communication platforms and contact center solutions. * Strong understanding of networking, and integration with other enterprise systems (CRM, ERP, etc.). * Experience with APIs, SIP, WebRTC, and cloud platform integrations. **Communication Skills**: * Excellent communication skills to collaborate effectively with technical and non\-technical stakeholders. * Strong organizational skills with attention to detail and ability to prioritize tasks. **Problem\-Solving \& Analytical Skills**: * Ability to troubleshoot complex issues and provide creative solutions in a fast\-paced environment. * Analytical mindset to assess system performance and user experience and make data\-driven recommendations. **Certifications (Preferred)**: * Certifications in UCaaS/CCaaS platforms (e.g., Genesys Cloud, Cisco, Avaya, etc.). * ITIL * Certifications in networking or AWS cloud platforms are advantageous. **Soft Skills**: * Strong customer service orientation with the ability to work collaboratively in a team. * Ability to mentor and guide junior team members. * Self\-motivated with a continuous learning mindset to stay updated on industry trends and emerging technologies. **Ideal Candidate Profile:** * You are a technically proficient professional who enjoys both hands\-on implementation and providing ongoing support. * You have experience with deploying communication solutions from scratch, while also troubleshooting and optimizing existing environments. * Your strong problem\-solving skills are complemented by your ability to communicate complex technical concepts to non\-technical stakeholders, helping everyone stay on the same page.