Unified Communications and Unified Messaging - Video Conferencing Microsoft Business Voice

### Key Responsibilities

- **Solution Design & Implementation**
- Analyze existing customer collaboration and telephony environments; architect and implement future-state Microsoft Teams Voice and AV solutions.
- Design, deploy, and maintain Teams Direct Routing, Calling Plans, Operator Connect, and integration with Session Border Controllers (SBCs).

- **Administration & Support**
- Configure, manage, and optimize Teams policies, security settings, governance, and voice-enabled features (Call Admission Control, Call Park, Media Bypass, Auto Attendant, Call Queues, etc.).
- Monitor and troubleshoot end-to-end AV and Voice services, resolving escalated and technically complex issues related to Teams meetings, PSTN connectivity, VoIP, QOS, and audio/video endpoints.
- Perform site assessments and health checks, ensuring optimal conferencing, bandwidth planning, capacity, and service quality.
- Troubleshoot Teams and Zoom meeting issues, including call quality and feature-related problems 
- Use advanced diagnostic tools and Call Quality Dashboard to resolve user voice/video issues related to teams meetings.
- Recommend meeting configurations based on user requirements and document solutions 
- Manage and maintain emergency 911 services and voice terminations 
- Liaise with service providers for PSTN-related issues 
- Monitor and manage SBC trunk utilization and certificates 
- Configure and maintain Auto Attendants and Call Queues for call routing 
- Generate and analyze reports from Teams Admin Center for quality and usage insights 
- Maintain up-to-date documentation and educate users/ service desk.
- Coordinate voice numbering and dialing plans in compliance with global standards 
- Ensure firewall and network configurations support optimal voice/video performance

- **Integration & Interoperability**
- Oversee SIP trunk integration and interoperability with third-party telephony platforms, video endpoints, Teams meeting rooms, and on-premises equipment (AudioCodes, Sonus/Gateways, downstream SBCs).
- Implement and support DR/HA (disaster recovery/high availability) setups, survivability (SBA/Survivable Branch Appliance), and voice resiliency.

- **Collaboration & Training**
- Provide technical leadership to both IT and business stakeholders, delivering end-user training and support for Teams Phone, AV conferencing, and collaboration tools.
- Generate technical documentation, case logs, and reporting for continuous service improvement and compliance.
- Collaborate closely with network, security, and telecom vendors to integrate Teams services and maintain regulatory standards.

- **Continuous Improvement**
- Stay abreast of the latest developments in Microsoft Teams, AV, and voice technologies, implementing upgrades and best practices proactively.
- Engage in capacity planning, license management, analytics, and reporting to optimize Teams Voice infrastructure.

### Required Skills & Experience

- Microsoft Teams Admin Center 
- Cisco CUCM (Call Manager) 
- Cisco Expressway 
- Cisco Room Series & Legacy Endpoints 
- Microsoft Teams Rooms (MTRoA & MTRoW – Logitech & Cisco) 
- Zoom Admin Portal & Zoom Rooms 
- Webex Control Hub 
- Pexip Infinity Management Server & CVI Integration 
- Panopto Portal 
- AudioCodes SBC 
- EGW (Emergency Gateways) 
- VMware vSphere / ESXi 
- Windows Server & Desktop OS 
- Basic SQL (for database management)

- 10 to 15 years experience in unified communications, including 5+ years with Microsoft Teams Voice and AV solutions.
- Deep hands-on expertise with Microsoft Teams, Enterprise Voice, Direct Routing, SIP trunking, SBCs, and legacy PBX migrations.
- Strong proficiency in Office 365, PowerShell scripting, Active Directory, and related Microsoft collaboration suites.
- Proven ability to troubleshoot and resolve complex audio/video, conferencing, and voice integration issues.
- Solid understanding of network protocols, QOS, bandwidth planning, and security within AV/Voice infrastructure.
- Familiarity with integration to PSTN, video rooms (meeting room devices, collaboration bars), and compliance requirements.
- Strong stakeholder management, project leadership, and communication skills.

### Preferred Certifications

- **Microsoft 365 Certified: Teams Voice Engineer Expert**
- **Microsoft 365 Certified: Teams Administrator Associate**
- Other relevant Unified Communications/Telephony certifications are a plus.

### Typical Employers & Work Environment

- Large enterprises, managed service providers, IT consultancies, and global delivery centers.
- Roles may involve rotating shifts to support global clients and 24/7 environments.
- Opportunities for remote work or hybrid engagement.