Voice Collaboration Managed Service Engineer

The Collaboration Managed Services Engineer(L4) is responsible for ensuring a managed service is provided to all clients, ensuring that their voice, collaboration and or contact centre infrastructure and systems remain operational. This is done through proactively managing, overseeing, monitoring, investigating, and resolving escalated technical incidents and problems to ensure the restoration of these services to the clients. The primary objective of this role is to proactively review all client requests or tickets and apply technical process knowledge to provide the clients with almost immediate resolution without breaching service level agreement (SLA). This role focuses on senior support for escalated incidents and requests with a high level of complexity. This role ensures contracted Managed Services outcomes are delivered to the client. Primarily a Subject Matter Expert in Cloud Voice technologies (IP, VoIP, SBC, Carrier technology, etc.) and secondary an expert in either MS-Teams, Cisco UC (CCA, Teams, etc.), or contact centre, and to provide daily technical support to clients on these services.