Job Description
Day to Day Responsibilities:
1. Microsoft Teams Voice Migration & Support
• Lead or assist in migrating legacy telephony systems to Microsoft Teams Voice.
• Troubleshoot Teams Voice issues including call quality, connectivity, and dial-plan configurations.
• Collaborate with IT and business units to ensure smooth transition and adoption.
2. Contact Center Platform Management
• Administer and support Five9 or similar CCaaS platforms (e.g., NICE, Genesys, Cisco).
• Configure call flows, routing logic, and agent profiles.
• Monitor system performance and resolve service delivery issues.
3. Business Engagement & Requirements Gathering
• Meet with stakeholders to understand business needs and translate them into technical requirements.
• Document workflows and telephony use cases using Visio or similar tools.
4. Telephony Infrastructure Maintenance
• Maintain and monitor hardware/software for IP telephony systems (e.g., IP-PBX, SIP trunks, POE switches).
• Address deficiencies and proactively resolve issues before they impact operations.
5. Scripting & Automation
• Use PowerShell and/or Python to automate tasks, generate reports, and streamline operations.
• Develop scripts for provisioning, monitoring, and troubleshooting.
6. Network & Voice Quality Assurance
• Analyze packet captures and voice traffic for QoS/COS compliance.
• Implement bandwidth shaping and traffic prioritization strategies.
7. Agile Collaboration
• Participate in daily standups, sprint planning, and retrospectives.
• Work closely with cross-functional teams in an Agile Scrum environment.
8. Documentation & Reporting
• Maintain up-to-date documentation for system configurations, migration plans, and troubleshooting guides.
• Prepare reports for leadership on migration progress, system health, and user feedback.
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.
Required Skills & Experience
Core Must Haves
• Migration and support for Microsoft Teams Voice.
• Experience with Five9 or similar CCaaS platforms (NICE, Genesys, Cisco).
• Deep understanding of telephony service delivery and its alignment with business goals.
• Ability to design, implement, and maintain telephony infrastructure and solutions.
• Scripting skills in Python and PowerShell for automation and troubleshooting.
Nice to Have Skills & Experience
Additional Qualifications
- Experience working in an Agile Scrum methodology
- Migration of legacy phone systems into Microsoft Teams Voice
- TDM, IP-PBX, and VM/UM integration
- PRI, Digital, Analog, VOIP, IP Telephony, POE, H323, SIP (station and trunking)
- PSTN connectivity – ISP provisioning/management
- Ability to design, administer, troubleshoot, and support dial-plans and call flows/vectors.
- Deployment of Microsoft Teams in a complex enterprise environment
- QOS/COS traffic shaping/bandwidth throttling Monitoring, packet capture and analysis and troubleshooting IP voice issues.
- Understanding of Number Porting
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.