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Tier II III UC Support Engineer - TTEC Digital
Software Engineer
Tier II/III Support Engineer specializing in Microsoft telecom cloud solutions on AWS, delivering rapid incident resolution and proactive system optimization for enterprise customers.
About the role
Key Responsibilities
- Diagnose and resolve complex technical issues across Microsoft telecom cloud services hosted on AWS, ensuring minimal downtime for enterprise clients.
- Escalate and collaborate with Tier III engineers and product teams to address root causes and implement long‑term fixes.
- Monitor system health, analyze logs, and perform performance tuning to maintain optimal service levels.
- Document troubleshooting steps, create knowledge base articles, and provide training to junior support staff.
- Participate in on‑call rotations, maintaining 24/7 coverage for critical incidents.
Requirements
- 3+ years of experience in technical support for Microsoft telecom cloud platforms (e.g., Teams, Skype for Business, Azure Communication Services).
- Strong proficiency with AWS services (EC2, S3, CloudWatch, IAM) and cloud architecture best practices.
- Excellent problem‑solving skills, with a proven track record of troubleshooting complex network and application issues.
- Effective communication abilities, both written and verbal, to interact with technical and non‑technical stakeholders.
- Certifications such as Microsoft Certified: Azure Administrator Associate or AWS Certified Solutions Architect are a plus.