About the role
SoftwareOne is a global software and cloud solutions provider and distributor, powered by around 12,000 people across more than 70 countries. But what really makes us SoftwareOne is our people: curious minds, different perspectives, and talented teams working together to solve real challenges and create meaningful impact. Here, you’ll have the opportunity to grow, explore new possibilities, and build a career that’s uniquely yours, while helping shape what’s next in technology.
The role
Are you passionate about solving real-time voice and collaboration issues?
Do you enjoy working with Microsoft Teams, SBCs, and enterprise voice technologies?
Ready to support global customers in a fast-paced 24x7 cloud environment?
As an UC Associate Consultant, you’ll deliver 24x7 technical support for SoftwareOne’s Cloud Managed Services customers. You’ll troubleshoot complex voice, Teams, and SBC issues, work with escalation teams, and ensure seamless communication experiences for users worldwide. You’ll also create knowledge articles, maintain documentation, and continuously strengthen your skills across cloud and workplace technologies.
- Provide L2 support for Microsoft Teams, Skype for Business (On-Prem/Hybrid), Direct Routing & Cloud PBX.
- Troubleshoot and manage AudioCodes/Ribbons SBCs, SIP issues, call flows, QoS/CAC, and voice gateway configurations.
- Monitor OVOC dashboards, resolve alerts, and ensure SLA adherence.
- Handle escalations, perform RCA for major incidents, and support service improvement programs.
- Work closely with global stakeholders and deliver clear customer communication.
- Contribute to technical knowledgebases and uphold quality/security standards.
What we need to see from you
- 4 - 6yrs of experience with AudioCodes/Ribbon SBCs & enterprise voice.
- Strong exposure to Microsoft Teams Voice, IP phones (Polycom, AudioCodes), and video conferencing solutions.
- Solid understanding of SIP, call routing, VPNs, PBX environments & cloud integration.
- Experience with Skype for Business, migrations to Teams & managed service operations.
- Excellent communication, troubleshooting skills, and willingness to work in 24x7 shifts.
- Engineering degree preferred; ITIL Foundations a plus.
Job Function
Services