Unified Communications Specialist

We are seeking a skilled and customer-focused Unified Communications Specialist to join our team. This role is responsible for the deployment, support, administration, and optimization of Unified Communications (UC) solutions, including UCaaS platforms, VoIP systems, collaboration tools, and telecommunications infrastructure.

The ideal candidate will possess strong technical troubleshooting skills, excellent customer service abilities, and experience supporting voice, messaging, and video conferencing. This individual will play a critical role in ensuring reliable communication services for our customers while driving operational excellence and continuous improvement.

Key Responsibilities

• Respond to customer incidents, service requests, and technical inquiries in accordance with established SLAs.
• Troubleshoot and resolve voice quality issues, call routing problems, registration failures, and service outages.
• Support, configure, and provision Unified Communications services including VoIP, SIP, and UCaaS platforms.
• Support number porting activities and telecom carrier coordination.
• Administer user accounts, devices, auto attendants, hunt groups, call flows, and voicemail configurations when needed.
• Assist customers with endpoint deployments including desk phones, softphones, mobile applications, headsets, and conferencing devices.
• Collaborate with engineering, carriers, vendors, and support teams to resolve complex technical issues.
• Create and maintain technical documentation, knowledge base articles, and standard operating procedures.
• Participate in escalation management and incident response efforts.
• Deliver exceptional customer service through professional communication and timely issue resolution.
• Monitor platform performance and proactively identify service-impacting issues.
• Assist with Onboarding when needed that could include: provisioning phones, ordering hardware, porting numbers, on-site deployment and training end users.
• Perform system testing, customer onboarding, and post-deployment support.
• Diagnose network-related issues affecting voice services, including QoS, SIP signaling, NAT, firewall configurations, and bandwidth limitations.

Required Qualifications

• 2+ years of experience supporting Unified Communications, VoIP, telecommunications, or UCaaS platforms.
• Strong understanding of:
• VoIP technologies
• Hosted PBX and UCaaS platforms
• Quality of Service (QoS)
• Experience troubleshooting voice quality issues such as jitter, packet loss, latency, and one-way audio.
• Strong written and verbal communication skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Demonstrated commitment to customer satisfaction.

Preferred Qualifications

• Familiarity with UC platforms such as:
• GoTo Connect
• Microsoft Teams Phone
• Ring Central (Ring EX)
• 8x8 Work
• Dialpad
• Zoom Phone
• Nextiva
• Certifications such as:
• SIP School
• Telecom or UCaaS vendor certifications

What Success Looks Like

• Resolves customer issues efficiently while maintaining excellent customer satisfaction.
• Demonstrates technical expertise across voice, video, messaging, and collaboration platforms.
• Consistently meets service level objectives and support metrics.
• Contributes to process improvements and technical documentation.
• Serves as a trusted advisor for customers and internal stakeholders.

Apply today and become part of a team that delivers exceptional Unified Communications experiences.

Les Olson IT is one of the fastest-growing and most capable technology service providers in the West. We do I.T. the LOC Way—through talent, passion, and compassion—driving continual growth and a strong market position by delivering superior service.

Unlike most technology companies, Les Olson IT has been in business for over 70 years. We are a family-owned and…