3rd Line Support Engineer at Robert Walters

Role Overview

• My client is seeking a highly skilled and experienced Senior Support Engineer to join their global team.
• This fully remote role involves supporting, maintaining, and optimizing Microsoft Teams, SD-WAN, SIP-based telephony, and contact center solutions for enterprise clients.
• You will play a critical role in ensuring seamless communication and customer engagement by troubleshooting complex telephony, network, and collaboration issues.
• The ideal candidate will have hands-on experience with Microsoft Teams Calling, SIP VoIP technologies, SD-WAN architectures, and contact center platforms.

Key Responsibilities

• Technical Support & Troubleshooting
• Provide advanced support for Microsoft Teams Voice (Direct Routing & Calling Plans), SIP-based telephony, and SD-WAN.

Act as an escalation point for complex issues involving:

• SIP signaling
• VoIP call flows
• SBC configurations (AudioCodes, Ribbon, Cisco CUBE)
• Contact Center platform-related problems
• Analyze SIP logs, call traces, and QoS metrics to resolve issues (call quality, latency, jitter, packet loss).
• Troubleshoot and optimize SD-WAN for high availability, secure routing, and performance.
• Support Contact Center solutions including IVR, call routing, WFM, and CRM integrations.
• Conduct Root Cause Analysis (RCA) and implement preventative measures.

Deployment & Maintenance

• Support design, implementation, and maintenance of Microsoft Teams, SIP, and SD-WAN systems.
• Configure and manage SBCs, SIP trunking, and Teams telephony integrations.
• Maintain Microsoft Teams Contact Center integrations, ensuring efficient call flow and agent handling.
• Optimize IVR flows and omnichannel routing, integrating with tools like Salesforce and Zendesk.
• Monitor system health and ensure compliance with security standards and best practices.

Collaboration & Customer Engagement

• Collaborate with clients, internal IT teams, and third-party vendors to resolve technical issues.
• Provide expert advice and best practices to clients using Microsoft Teams, SD-WAN, and Contact Center tools.
• Create and maintain technical documentation, SOPs, and troubleshooting guides.
• Participate in client meetings and technical reviews to drive continuous improvement.

Required Qualifications & Skills

Technical Expertise

• Proven experience with Microsoft Teams Voice (Direct Routing, Calling Plans).
• Deep understanding of SIP signaling, RTP flows, and VoIP troubleshooting.
• Strong hands-on experience with SBCs such as AudioCodes, Ribbon, or Cisco CUBE.
• Expertise in SD-WAN technologies and configurations.
• Knowledge of VoIP security, firewalls, VPNs, and QoS.
• Proficiency with contact center technologies, including:
• IVR systems
• Call routing strategies (Skills-based, Least Idle, etc.)
• Workforce Management & Reporting tools
• CRM integrations (Salesforce, Zendesk, etc.)

Soft Skills

• Excellent problem-solving and analytical abilities.
• Strong communication skills, with the ability to work with both technical and non-technical stakeholders.
• Collaborative mindset and experience working with cross-functional teams.
• Self-starter with the ability to manage tasks in a fast-paced remote environment.

Education & Certifications

• Bachelor’s or Master’s in Computer Science, IT, or related field.

Relevant certifications are a strong advantage:

• Microsoft Teams Administrator Associate (MS-700)
• Cisco SD-WAN (Viptela)
• Fortinet NSE
• AudioCodes SBC
• CCNP Collaboration