Associate Manager - Infrastructure Services (Microsoft Teams & Voice Solutions)

Associate Manager Infrastructure Services

Job Description:

Required Product Knowledge and Technical Skills:

• In-depth knowledge Microsoft Teams IM and Voice.

• In-depth Knowledge on Zoom, Truphone and Webex products and also installation and configuration of the services and integrate with 3rd party solutions.

• Strong knowledge and experience with Contact Center Telephony, Contact Center Core Applications like Asterisk, IP PBX, SBC, GSM Gateways.

• Knowledge of creating voice routing and TEAMS policies.

• Knowledge of Microsoft TEAMs hybrid deployments.

• Knowledge of updating Cumulative updates.

• Experience with implementation and migration to cloud voice solutions.

• Skype for Business, Exchange server, Enterprise voice, Microsoft teams, including advanced configurations for direct routing , Complex Skype voice solutions, Office 365, Session Border Control (SBC), Audiocodes and MCSE Productivity, Lync.

• Experience deploying and configuring Lync/Skype for Business audio, video and telephony solutions as well as integration with Exchange/Office 365

• Experience integrating Microsoft TEAMs with other unified communications systems (chat, media, video, voice)

• Experience of migrating from previous versions to Current version ( Teams )

• Strong analytical skills; able to assess and solve issues in a high-pressure environment.

• Manage all voice and video project risk and issue.

Monitoring voice and video project progress and provide reporting document.

Configure and Manage Microsoft Teams Phone for Voice Users

* Enable users for Microsoft Teams Phone

· assign Teams Phone license.

· assign a Microsoft Teams Calling Plan license.

· assign user dial plans.

· assign numbers to users.

· assigning verified emergency address location

· assign a calling policy to a user.

· assign a usage location to a user.

* Enable users for Direct Routing

· assign a voice routing policy to a user for Direct Routing

· assign a number to a user by using PowerShell.

· enable voicemail and Enterprise Voice for a Direct Routing user in PowerShell.

* Enable per-user calling features

· configure group call pickup.

· configure call delegation and call delegates.

· configure call forwarding.

· configure simultaneous ring.

· enable and configure audio conferencing.

· assign a dial-out policy.

Plan and Configure Microsoft Teams Phone

* Plan and design a Microsoft Teams PSTN solution

· choose an appropriate PSTN connectivity solution.

· identify requirements for Teams Calling Plans, Operator Connect, and Direct Routing

· identify licensing requirements for Microsoft Teams Phone, including users, auto attendants, call queues, meeting room devices, and common area phones.

· plan network topology.

· plan for integration of Certified Contact Center solutions.

* Manage phone numbers for Microsoft Teams Calling Plans and Operator Connect

· choose between porting and acquiring numbers for Teams Calling Plans

· acquire phone numbers for Teams Calling Plans from Microsoft

· create a port order for Microsoft service and user numbers.

· create a request to convert between Microsoft service and user numbers.

· configure Operator Connect

* Configure Phone policies

· install Microsoft Teams PowerShell module.

· design and configure a tenant dial plan.

· configure calling policies.

· configure call park policies.

· configure caller ID policies.

· configure outbound call restrictions.

· configure inbound call blocking.

· configure compliance recording.

* Configure auto attendants and call queues

· design call flows for auto attendants and call queues.

· configure auto attendants and call queues.

· deploy channel-based call queues.

· configure resource accounts, including cloud and hybrid environments.

· assign licenses to the resource accounts.

· assign phone numbers to resource accounts.

· assign a resource account to an auto attendant or call queue.

· configure Microsoft 365 Groups for voicemail,

· configure holidays for auto attendants and call queues.

· configure custom Music-on-Hold.

* Design network infrastructure for optimal Microsoft Teams Phone performance

· determine network readiness for Microsoft Teams

· design network requirements by using the Network Planner in Microsoft Teams

· perform a network analysis.

· design and validate local internet breakout strategy for client media optimization.

· design and validate VPN split tunnelling.

· design organization QoS requirements and policies.

· configure Microsoft Teams QoS policies.

* Extend a Direct Routing infrastructure.

· design and configure Location Based Routing (LBR)

· design and configure Local Media Optimization (LMO)

· configure gateway translation rules

· create a validated emergency address.

Monitor and Troubleshoot Microsoft Teams Phone

* Monitor Microsoft Teams Phone

· configure tenant data upload for Call Quality Dashboard (CQD) and reporting labels.

· configure Power BI reports for CQD

* Monitor and troubleshoot Microsoft Teams clients and devices

· troubleshoot Microsoft Teams client data flows by using debug logs, media logs,

browser traces, and desktop logs

· troubleshoot configuration profiles in Microsoft Teams

· configure Notifications & alerts in Microsoft Teams admin center

* Troubleshoot Direct Routing connectivity

· troubleshoot firewall issues for Direct Routing

· troubleshoot certificate Issues for Direct Routing

· troubleshoot SIP options issues for Direct Routing

· investigate and diagnose calling issues by using an SBC SIP trace

· Should have good experience of working on IP telephony solutions.

· Should have fair understanding of Network basics, additional certifications in network stream would be beneficiary.

· Good oral & written communication Skills.

· ITIL knowledge is an added advantage.

· Team Player and ability to work under pressure.

· Interacts across TAC teams at peer level.

· Ability to work effectively with and provide guidance to other members of the work group.

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Experience Level

Mid Level