A UC & CCaaS Specialist is responsible for designing, implementing, integrating, and supporting Unified Communications (UCaaS) and Contact Center as a Service (CCaaS) solutions, ensuring seamless deployment and alignment with business requirements. The role involves configuring voice, chat, video, and collaboration platforms, performing testing and quality assurance, providing advanced technical support and troubleshooting, monitoring system performance, and implementing upgrades to maintain security and reliability. The specialist collaborates closely with clients, vendors, and internal teams to deliver projects, optimize platform functionality, resolve issues, and drive adoption through training and onboarding. Additionally, the role requires maintaining accurate documentation, reporting on system performance and support metrics, and recommending enhancements that improve communication, collaboration, and overall operational efficiency.

Key Roles and Responsibilities :-

Implementation & Integration:

- Lead the design, configuration, and deployment of Unified Communication (UC) and Contact Center as a Service (CCaaS) solutions.
- Collaborate with cross-functional teams to implement new UC and CCaaS projects, ensuring smooth integration with existing systems.
- Manage and oversee the setup of current features and functionality for UCaaS and CCaaS platforms, including voice, chat, video conferencing, and collaboration tools.
- Perform testing and quality assurance to ensure all UC and CCaaS solutions meet organizational and client specifications.

Support & Troubleshooting:

- Provide second and third-line support for internal and external stakeholders, addressing any technical issues related to UC and CCaaS platforms.
- Troubleshoot, diagnose,



and resolve technical problems with communication systems, ensuring minimal disruption to services.
- Maintain documentation for troubleshooting procedures, FAQs, and best practices.

System Monitoring & Optimization:

- Monitor the performance of UC and CCaaS platforms to ensure optimal functionality and user experience.
- Implement ongoing system updates, upgrades, and patches to maintain security, performance, and compliance.
- Identify opportunities for platform optimization, providing recommendations for improving system efficiency.

Client & Stakeholder Management:

- Work directly with clients or internal departments to understand business needs and customize UC and CCaaS solutions accordingly.
- Ensure timely delivery of project milestones and provide ongoing support post-implementation.
- Offer training and onboarding sessions for end-users to ensure full adoption of new systems.

Collaboration & Communication:

- Collaborate with vendors, service providers, and internal teams to resolve technical issues and implement new solutions.
- Keep stakeholders informed about project progress, issues, and resolutions.
- Provide recommendations on new tools and features to enhance communication and collaboration workflows across the organization.

Documentation & Reporting:

- Maintain comprehensive records of system configurations, changes, and troubleshooting steps.
- Develop reports and dashboards to track system performance, usage metrics, and support ticket resolution times.
- Document new project requirements, workflows, and implementation strategies.
- Complete all assigned, mandatory training within the timeframe provided
- Conduct and/or participate in regularly scheduled 1:1 meetings with direct manager and/or direct reports

📌 Telecom Support Engineer II (TCF) (Delhi)
🏢 Concentrix
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