Platform Engineer

hace 47 minutos

Ciudad de México, Ciudad de México Tata Consultancy Services A tiempo completo

The UCaaS (Unified Communications as a Service) Analyst is responsible for managing, supporting, and optimizing cloud-based communication and collaboration platforms such as Microsoft Teams, Zoom, Webex, RingCentral, or similar services. The role involves system administration, performance monitoring, troubleshooting, adoption support, vendor coordination, and ensuring a seamless communication experience across the organization.

Key Responsibilities

1. Platform Administration

  • Manage and administer UCaaS platforms (e.g., Teams, Zoom, Webex, RingCentral).
  • Configure voice features, call queues, auto-attendants, SBCs, and phone number assignments.
  • Maintain user accounts, licenses, and policies for calling, messaging, and meetings.

2. Monitoring & Troubleshooting

  • Monitor platform health, call quality dashboards, and analytics.
  • Troubleshoot issues related to voice, video, conferencing, presence, devices, and network performance.
  • Work with networking teams on QoS, latency, jitter, and bandwidth-related issues.

3. Deployment & Implementation

  • Support rollout of UCaaS solutions, upgrades, and new features.
  • Assist with device deployments (IP phones, headsets, meeting room systems).

4. User Support & Enablement

  • Provide L2/L3 support for UCaaS issues and escalate to vendors when needed.
  • Create user guides, training materials, and enablement sessions.
  • Drive adoption of new collaboration features across the organization.

5. Integration & Automation

  • Support integration of UCaaS platforms with CRM, ITSM tools, contact center solutions, and workflows.
  • Develop scripts or automation (PowerShell preferred) for administration and reporting.

6. Security & Compliance

  • Ensure compliance with corporate security, retention, and governance policies.
  • Manage configurations related to encryption, data residency, and access controls.

7. Reporting & Analytics

  • Generate reports on usage, call quality, adoption, and system performance.
  • Provide insights and recommendations to leadership based on data trends.

8. Vendor & Stakeholder Coordination

  • Work with vendors for escalations, new features, SLAs, and roadmap discussions.
  • Collaborate with internal IT, network, security, and business teams.

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