Unified Communications Implementation Engineer responsible for designing and implementing UC solutions at MiWay. Focusing on collaboration, telephony, and contact center solutions for enhanced client experience.
About the role
- Unified Communications Support Specialist responsible for providing technical support across voice, collaboration, and messaging platforms. Ensuring stability and reliability in a hybrid working environment based in South Africa.
Responsibilities
- Provide 1st–3rd line support for UC platforms including voice, video, messaging, presence, and conferencing tools
- Resolve issues related to call quality, dropped calls, device setup, SIP registration, meeting failures, and client connectivity
- Log and manage incidents, requests, and escalations through ITSM tools
- Assist end users with handset, softphone, headset, and meeting room device configuration and troubleshooting
- Perform root cause analysis for recurring issues and recommend improvements
- Support daily operations of UC platforms and CRM systems
- Monitor system health, quality metrics (MOS/RTP/SIP), and platform analytics dashboards
- Manage users, phone numbers, call policies, voice routing rules, and device assignments
- Assist with scheduled maintenance, patching windows, configuration updates, and system testing
- Maintain documentation including runbooks, SOPs, and support guides
- Support SIP trunking, dial plans, routing rules, and voice quality troubleshooting
- Support number porting, DID management, voicemail setups, and call flow validation
- Escalate advanced issues to engineering teams or vendors when required
- Ensure solutions adhere to internal security, compliance, and governance frameworks
- Participate in UC upgrades, migrations, and small implementation tasks under guidance of senior engineers
- Contribute feedback to improve system reliability, user experience, and operational efficiency
Requirements
- IT Diploma, Degree, or equivalent work experience
- Relevant certifications beneficial: Microsoft Teams (MS-700, MS-720/721), Cisco CCNA Collaboration, Zoom Phone Certified, Genesys Cloud Support certifications, ITIL Foundation
- Supporting hybrid environments (on-prem PBX + cloud UC)
- Experience with contact center support
- Knowledge of security and compliance for UC environments
- Familiarity with ticketing tools (ServiceNow, JIRA, BMC Remedy)
Benefits
- Opportunity for growth and development
- Positive and dynamic working environment
- Supportive company culture focused on service excellence
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
Enterprise Implementation Specialist at Reward Gateway working on implementation of Enterprise clients and project management. Collaborating with Solutions Consultants and leading client onboarding initiatives.
Study Implementation Manager coordinating software solution delivery for respiratory studies. Partnering with clients and teams to ensure accurate study configurations and operational excellence.
Payroll & Implementation Specialist leading global payroll transformation initiatives for Clio's Payroll team. Managing comprehensive payroll projects and ensuring compliance across multiple countries.
Implementation Manager at Benchling collaborating with biotech partners for effective solutions. Leading customer rollouts and ensuring project success in the biotech domain.
Implementation Manager driving customer rollouts and enhancing biotech research at Benchling. Collaborating with scientists and managing complex implementation processes.
Experienced Dotmatics Technical & Implementation Consultant ensuring high - quality implementations in a hybrid work environment with responsibility for solution quality and stakeholder confidence.
Implementation Engineer at Nuvei, focusing on advanced API products and client integration solutions. Involves product delivery, training, and process innovation within a global fintech context.
Implementing and launching new client onboarding for Perk while ensuring a tailored experience. Leading cross - functional teams to deliver effective project outcomes in a hybrid work environment.
Implementation Manager leading CRIMS implementations, analyzing client needs, and providing software guidance at Charles River Development. A role focusing on investment management software solutions.