Implementation Specialist responsible for configuring UKG Ready platform and training clients on various modules. Collaborating with Sales for smooth client hand - offs and ensuring user adoption.
About the role
- Unified Communications Support Specialist responsible for providing technical support across voice, collaboration, and messaging platforms. Ensuring stability and reliability in a hybrid working environment based in South Africa.
Responsibilities
- Provide 1st–3rd line support for UC platforms including voice, video, messaging, presence, and conferencing tools
- Resolve issues related to call quality, dropped calls, device setup, SIP registration, meeting failures, and client connectivity
- Log and manage incidents, requests, and escalations through ITSM tools
- Assist end users with handset, softphone, headset, and meeting room device configuration and troubleshooting
- Perform root cause analysis for recurring issues and recommend improvements
- Support daily operations of UC platforms and CRM systems
- Monitor system health, quality metrics (MOS/RTP/SIP), and platform analytics dashboards
- Manage users, phone numbers, call policies, voice routing rules, and device assignments
- Assist with scheduled maintenance, patching windows, configuration updates, and system testing
- Maintain documentation including runbooks, SOPs, and support guides
- Support SIP trunking, dial plans, routing rules, and voice quality troubleshooting
- Support number porting, DID management, voicemail setups, and call flow validation
- Escalate advanced issues to engineering teams or vendors when required
- Ensure solutions adhere to internal security, compliance, and governance frameworks
- Participate in UC upgrades, migrations, and small implementation tasks under guidance of senior engineers
- Contribute feedback to improve system reliability, user experience, and operational efficiency
Requirements
- IT Diploma, Degree, or equivalent work experience
- Relevant certifications beneficial: Microsoft Teams (MS-700, MS-720/721), Cisco CCNA Collaboration, Zoom Phone Certified, Genesys Cloud Support certifications, ITIL Foundation
- Supporting hybrid environments (on-prem PBX + cloud UC)
- Experience with contact center support
- Knowledge of security and compliance for UC environments
- Familiarity with ticketing tools (ServiceNow, JIRA, BMC Remedy)
Benefits
- Opportunity for growth and development
- Positive and dynamic working environment
- Supportive company culture focused on service excellence
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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