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About the role
- Telecommunications Analyst supporting RB Global's global UCaaS, telephony, and contact center ecosystem. Optimizing RingCentral, Teams, conferencing, and mobility services across worldwide operations.
Responsibilities
- Manage and support RB Global's global telecommunications and unified communications environment, focusing on RingCentral UCaaS and Contact Center solutions.
- Administer, configure, troubleshoot, and optimize enterprise voice, messaging, video, contact center, and mobility services.
- Act as a technical SME for telephony and collaboration technologies.
- Respond to incidents, service requests, and escalations through ServiceNow while meeting service levels.
- Partner with business units to deliver communications solutions improving operational efficiency and employee experience.
- Lead or participate in global telecommunications projects, including migrations, expansions, platform upgrades, integrations, and technology refreshes.
- Manage user provisioning, call routing, auto attendants, call queues, IVRs, number management, licensing, and reporting.
- Monitor platform performance and proactively address service issues.
- Collaborate with network, infrastructure, security, and workplace technology teams.
- Work with vendors and service providers to resolve incidents and deliver projects.
- Create and maintain technical documentation, procedures, knowledge articles, and support guides.
- Support conference room and collaboration technologies across global office locations.
- Provide end-user training and technical guidance.
- Participate in after-hours maintenance, major incident response, and global support activities as required.
- Drive process improvements through automation, standardization, and industry best practices.
Requirements
- Diploma or degree in Telecommunications, Information Technology, Computer Science, or equivalent experience.
- 5+ years of experience supporting enterprise telecommunications and unified communications environments.
- Strong experience supporting RingCentral UCaaS, RingCentral Contact Center, or similar cloud communications platforms.
- Hands-on experience administering enterprise telephony systems, including call routing, auto attendants, IVR, call queues, DID management, voicemail and messaging services, and contact center operations.
- Experience supporting cloud-based PBX and unified communications platforms.
- Strong understanding of SIP, VoIP, QoS, telecommunications protocols, and voice networking concepts.
- Experience administering and supporting Microsoft Teams Phone, Teams collaboration services, and Teams integrations.
- Experience supporting Microsoft Teams, Slack, Logitec, and Webex.
- Working knowledge of WAN, LAN, wireless networking, and their impact on voice quality and communications services.
- Experience with service management platforms such as ServiceNow.
- Strong troubleshooting and root-cause analysis skills across voice, network, and endpoint technologies.
- Exceptional customer service, communication, and stakeholder management skills.
- Ability to manage multiple priorities and work effectively in a globally distributed environment.
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