Tier 2 UCaaS Engineer

• Provide Expert Support: Serve as the primary point of contact for clients, expertly troubleshooting and resolving issues related to call quality, system features, and connectivity
• Mentor and Escalate: Act as an escalation contact for Tier 1 UCaaS Analysts, providing technical guidance and support
• Analyze and Troubleshoot: Use advanced problem-solving skills to analyze call logs and system data, identifying the root cause of issues
• Maintain Documentation & Improve Processes: Proactively document troubleshooting steps and solutions to build a comprehensive knowledge base
• Contribute to Infrastructure: Support the design, administration, and maintenance of our telephony infrastructure
• Collaborate Effectively: Work closely with internal teams and external vendors to ensure the optimal performance and availability of our voice network

• VoIP Experience: 3-5 years of hands-on experience in a UCaaS/VoIP support role
• Networking: 3-5 years of experience with advanced to expert-level networking concepts
• Troubleshooting: Proven ability to diagnose and resolve complex technical issues
• Help Desk Tools: Solid experience with ticketing systems for efficient issue logging, tracking, and escalation
• Hands-on experience with Broadsoft is highly preferred
• Excellent written and verbal communication skills
• Superb customer service skills
• Strong problem-solving and critical thinking abilities
• High level of attention to detail and time management
• Consistent, punctual, and reliable attendance is required
• Bachelor's Degree
• Relevant Work Experience: 5-7 Years

Certifications: A CCNA Voice certification is a plus

• Medical, prescription, vision, and dental insurance for eligible employees
• 401(k) savings plan with dollar-for-dollar matching up to the first 6% of your pay
• Paid time off including eight observed company holidays and flex time
• Exclusive perks + discounts, including tuition assistance, commuter benefits and more