Role Overview

Are you passionate about helping customers resolve complex collaboration and communication challenges within Microsoft environments? Do you enjoy troubleshooting enterprise-scale Microsoft Teams and Unified Communications solutions while delivering exceptional customer outcomes? Are you looking for an chance to deepen your expertise in Microsoft Modern Work technologies while working with customers around the world?

As a Consultant - Cloud Managed Services (Unified Communications) you will provide advanced technical support and operational expertise across Microsoft collaboration and communication platforms, helping customers maintain reliable, secure, and high-performing communication services. As a Consultant - Cloud Managed Services, you will serve as the technical escalation point for complex Unified Communications issues across Microsoft 365 and Microsoft Teams environments. Working closely with customers, Microsoft support teams, and internal service delivery teams, you will troubleshoot critical incidents, drive issues through to resolution, and contribute to service excellence through mentoring, knowledge sharing, and continuous improvement initiatives.

Responsibilities

- Providing advanced support and technical resolution for Microsoft Teams, Microsoft 365, and Unified Communications environments.
- Managing escalations, major incidents, root cause analysis activities, and service restoration efforts while ensuring timely customer communication.
- Troubleshooting and supporting Microsoft Teams Voice, Direct Routing, Phone System, Teams Rooms, Skype for Business,



and hybrid collaboration environments.
- Collaborating with internal support teams, customers, and stakeholders to resolve complex technical and operational challenges.
- Contributing to service improvement initiatives through trend analysis, knowledge sharing, documentation, and operational optimization activities.
- Acting as a technical mentor and subject matter expert, providing guidance and support to junior consultants and support engineers.

Requirements

- Experience supporting Unified Communications, Microsoft 365, Microsoft Teams, or Modern Workplace technologies within managed services, consulting, or enterprise IT environments.
- Strong expertise across Microsoft Teams, Teams Voice, Direct Routing, Phone System, and collaboration technologies.
- Understanding of voice infrastructure, SIP protocols, call routing, session border controllers (SBCs), and enterprise telephony environments.
- Experience supporting hybrid Microsoft environments, including Skype for Business, Microsoft Teams, and Microsoft 365 workloads.
- Strong analytical, troubleshooting, incident management, and problem-resolution skills.
- Excellent communication and stakeholder management skills with the ability to work effectively in a fast-paced, customer-focused environment.

Job Function

- Services

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

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