Tier II/III UC Support Engineer (Hyderabad)

At TTEC Digital, we coach clients to ensure their employees feel valued, and fully supported, because an amazing customer experience is an employee first process. Our vision is the same, a place where employees know they can thrive. Position Purpose The Tier II/III UC Support Engineer serves as the primary point of contact for all customer support requests within the Unified Communications Practice. This role is responsible for providing advanced technical support, troubleshooting, and resolution of issues related to UC technologies. The engineer handles system outages, performs triage across hardware, software, and network layers, and ensures timely resolution of incidents ranging from minor to complex. Additionally, the role involves collaboration with internal teams, vendors, and customers, and participation in deployment and enhancement projects such as Microsoft Teams and Session Border Controllers. Key Responsibilities - Act as the focal point for customer support requests via voice, email, web, or live calls. - Provide first-line support for system outages, emergencies, and critical issues. - Perform triage and troubleshooting of hardware, software, and network-related problems. - Assess customer requirements and recommend appropriate configurations. - Manage and administer videoconferencing and AV systems. - Monitor system performance and respond proactively to errors and alerts. - Ensure timely resolution or escalation of issues and maintain SLA compliance. - Maintain accurate and complete documentation through internal ticketing systems. - Collaborate with internal teams, field engineers, vendors, and partners. - Support integrations and provide basic application programming when required. - Participate in UC-related projects including Teams and SBC design, deployment, and upgrades. - Initiate billing processes where applicable. - Collect and analyze usage statistics and repair logs. - Perform after-hours support when required. Technical Expertise - Str .