Job Description

What success looks like in this role:

This position will provide telephony infrastructure support for Unisys and Unisys client's Global Cloud Contact Center/Enterprise telephony environment and is accountable for support across the enterprise for technologies in scope.


Automate routine maintenance and monitoring tasks for the Global Contact Center ACD using scripting and automation tools. Develop and implement automation scripts and tools to manage and monitor Telecom infrastructure/Instances. Create and deploy automation workflows to manage audio/Video conferencing systems, including proactive health checks and troubleshooting. Automate the process of updating and maintaining video conferencing endpoints through centralized management systems. Develop automated solutions for call recording and archiving processes to ensure compliance and efficiency. Implement automation scripts to streamline CTI environment management and troubleshooting. Automate the generation and distribution of regular reports to improve efficiency and accuracy. Create and integrate automation solutions for emerging telephony technologies to facilitate seamless deployment and management. Automate initial troubleshooting steps for user trouble tickets to reduce response times and improve service levels. Develop automation scripts for testing and executing Cloud Contact Center Disaster Recovery plans to ensure reliability and efficiency. Automate the configuration and provisioning of IP phones, IP softphones, and Video endpoints to streamline support processes. Implement automated tracking and notification systems to manage vendor maintenance requests and activities efficiently. Automate communication and ticketing processes with carriers to expedite problem resolution.
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You will be successful in this role if you have:

Overall 6+ years of experience in Enterprise Telephony and Contact center technologies


Extensive experience in designing and implementing cloud-based contact center solutions.


Knowledge of cloud platforms, such as AWS, Azure, or Google Cloud IaaS and PaaS.


Proficiency in cloud architecture design principles and best practices.


Strong understanding of networking, security, and infrastructure/cloud components.


Experience with cloud voice migration strategies and tools.


Demonstrates strong knowledge across a wide range of services and solutions.


Knowledge in emerging solutions, roadmap, and the business applications of technology.


At least one Microsoft, CISCO, Genesys or Cloud certification credential


Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, blood type, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law.


This commitment includes our efforts to provide for all those who seek to express interest in employment the opportunity to participate without barriers. If you are a US job seeker unable to review the job opportunities herein, or cannot otherwise complete your expression of interest, without additional assistance and would like to discuss a request for reasonable accommodation, please contact our Global Recruiting organization at GlobalRecruiting@unisys.com or alternatively Toll Free: 888-560-1782 (Prompt 4). US job seekers can find more information about Unisys' EEO commitment here .