Phone Engineer and Support

Domain Activity 1 – In-Service Support (MCO)

Missions

• Monitor all activities and requests related to the telephony scope (Cisco CUCM and Teams Telephony).
• Ensure stability, operation, and quality of the IT system infrastructures and applications supporting the CCM platforms, guaranteeing their availability whenever and wherever required.
• Implement technical solutions in compliance with business-driven deadlines, as well as the company’s strategy and security policies.
• Provide second-level support for system issues reported by the Service Desk (ticket management).
• Monitor all telephony system infrastructures and plan ongoing developments in coordination with service providers.
• Diagnose and resolve incidents using system administration and performance monitoring tools.
• Work in close collaboration with other technical and business teams.
• Maintain and update documentation for system policies, technical specifications, and operating procedures.
• Participate in the 24/7 out-of-hours support rota with other members of the UC team to ensure continuity of service for the Genesys Cloud contact center application.
• Manage Genesys Cloud administration tasks, including CLI operations, in coordination with Orange (service provider).

Autonomy / Latitude

• Fully autonomous in managing daily tasks and tickets.

Domain Activity 2 – Continuous Improvement and Projects

Missions

• Contribute to the strategy and definition of telecom resources required by the company’s applications.
• Address technical debt by proposing and implementing innovative solutions.
• Conduct a preliminary audit in preparation for migrating the Cisco CUCM telephony environment to Microsoft Teams Telephony.

Deliverables

• Complete audit report: findings, improvement opportunities, and architecture diagrams.
• Plan for the decommissioning of copper lines.
• Technical specifications for the migration to Teams.
• Detailed migration schedule for all sites.
• Project budget estimate.
• Multi-country perspective: international coordination, with all documentation and meetings conducted in English (French is a plus).

Autonomy / Latitude

• Shared autonomy with the manager, depending on the project scope.

Domain Activity 3 – Third-Party Management and Contract Follow-Up

Missions

• Monitor various contracts (SLAs, support agreements, renewals, and key dates).
• Build and maintain strong relationships with partners (telecom providers, maintenance vendors).
• Collaborate with the procurement team to assess and challenge current suppliers.

Autonomy / Latitude

• Autonomous in day-to-day operations.
• Shared responsibility with management and procurement for contract renewals and new agreements.