Voice-UC Service Analyst

The primary function of the UC\Voice Analyst role is to provide support and maintenance of Smiths fixed line voice and telephony\UC estate along with the migration of the estate to Microsoft Teams telephony. The role will require working with multiple vendors and internal support teams to ensure that end to end SLAs, system uptime, performance is maintained and successful migrations to Microsoft Teams telephony, as well as tracking spend to site, raising Purchase Requests and managing invoices. Provide technical support of fixed line voice and telephony\UC. 2nd line support of all aspects Document, support, maintaining and managing Smiths fixed line voice, toll free lines, telephony\UC environment. Creating and maintaining documentation for both support teams and customers. Manage\esolve support tickets, outages, Major Incidents and escalations. Monitor and report performance and usage of Smiths Voice and UC estate. Divesture and Acquisition support. Maintain and support voice gateways (Audiocodes) Support the implementation of new UC\Voice deployments. Follow the standards for best in Smiths service and support for end users Understand governance and compliance standards across our telephony\UC environment Manage and track the monthly invoices for the telephony estate Work to identify and eliminate\cleanup unused phone lines from legacy infrastructure to reduce monthly bills to the business Ability to work different shifts: APAC, EMEA and North America Qualifications 1-2 years of experience with all aspects of telephony and fixed line voice (POTS, ISDN, PRI and SIP) 1-2 years of experience with supporting Contact center solutions (preferably Genesys PureCloud Contact center) Experience migrating existing premises-based PBXs to cloud PBX (preferably MS Teams or Skype for Business) Experience analyzing and reporting fixed line bills and customer service records Experience supporting Audiocodes SBA\SBC Experience with Microsoft Teams Telephony with direct routing or operator connect Microsoft Office Professional Software Applications (Word, Excel, PowerPoint, Access, Outlook) Additional Information Why Smiths Be Part of Something Big: As we expand our footprint across APAC and MEA, youll play a key role in building the teams that will define our future. Growth Opportunities: At Smiths, we believe in your growth as much as our own. Youll have the chance to shape your career and expand your leadership capabilities in an ever-evolving global landscape. Collaborative Culture: Join a diverse, collaborative team where innovation and fresh ideas are encouraged. Work-Life Balance: Enjoy flexible working arrangements and a supportive work environment.