Senior Skype & Unified Communications Engineer

As a member of an international Unified Communications run team, ensure that the voice services are running optimally by proactively monitoring the service and investigating and troubleshooting potential issues before they occur and responding to customer tickets that have been escalated through our Service Center

Primary Responsibilities

Liaise with dependent technology teams within I&O operations that make up the Lync ecosystem (telecom, network, Active Directory, etc.)

Interact with Global Security and Patient Services for telephony.

Maintain highest quality for the Skype service.

Provide 3rd level technical Lync support and escalate to the MSP as appropriate.

Respond to escalated issues in a timely manner to meet SLA's.

Identify, troubleshoot, and resolve Skype issues.

Proactively identify and act on continuous improvement opportunities to reduce disruptions in service.

Support for the various services (eg Zeacom, PA, carriers, faxing) that are owned and supported by the UC run team.

Participate in Overseeing Skype Managed Service Providers, to ensure all service level expectations and are being met and the service is optimal.

Use various monitoring tools to proactively spot problem areas and avoid potential system issues.

Strong knowledge, experience, and understanding of Microsoft Lync 2013, Skype for Business, Skype for Business Online

5+ years of voice routing, voice gateways (preferably Sonus products), and enterprise PBX systems

Experience troubleshooting Skype

As a member of an international Unified Communications (UC) run team, ensure that the voice services are running optimally by proactively monitoring the service and investigating and troubleshooting potential issues before they occur and responding to customer tickets that have been escalated through our Service Center.