About this role
Company Description
Everience is an international consulting group delivering AI-augmented digital services and placing people at the heart of the AI revolution.
With a presence in Europe, Africa, Asia and America, Everience offers its 4,000-strong workforce the most demanding and stimulating environment in which to transform and develop their skills, learning about new AI-based roles and building their future employability.
Through its Symbiotic Academy the group offers a unique hub for training, practical application and exchange where everyone can experiment, learn, and progress in the fields of artificial intelligence and data.
In accordance with its core purpose of orchestrating the symbiotic relationship between humans and AI in the workplace, Everience is making the augmented employee the driving force of a “symbiotic age”, where AI enhances talents and opens up new career opportunities.
Job Description
Domain Activity 1 – In-Service Support (MCO)
Missions
- Monitor all activities and requests related to the telephony scope (Cisco CUCM and Teams Telephony).
- Ensure stability, operation, and quality of the IT system infrastructures and applications supporting the CCM platforms, guaranteeing their availability whenever and wherever required.
- Implement technical solutions in compliance with business-driven deadlines, as well as the company’s strategy and security policies.
- Provide second-level support for system issues reported by the Service Desk (ticket management).
- Monitor all telephony system infrastructures and plan ongoing developments in coordination with service providers.
- Diagnose and resolve incidents using system administration and performance monitoring tools.
- Work in close collaboration with other technical and business teams.
- Maintain and update documentation for system policies, technical specifications, and operating procedures.
- Participate in the 24/7 out-of-hours support rota with other members of the UC team to ensure continuity of service for the Genesys Cloud contact center application.
- Manage Genesys Cloud administration tasks, including CLI operations, in coordination with Orange (service provider).
Autonomy / Latitude
- Fully autonomous in managing daily tasks and tickets.
Domain Activity 2 – Continuous Improvement and Projects
Missions
- Contribute to the strategy and definition of telecom resources required by the company’s applications.
- Address technical debt by proposing and implementing innovative solutions.
- Conduct a preliminary audit in preparation for migrating the Cisco CUCM telephony environment to Microsoft Teams Telephony.
Deliverables
- Complete audit report: findings, improvement opportunities, and architecture diagrams.
- Plan for the decommissioning of copper lines.
- Technical specifications for the migration to Teams.
- Detailed migration schedule for all sites.
- Project budget estimate.
- Multi-country perspective: international coordination, with all documentation and meetings conducted in English (French is a plus).
Autonomy / Latitude
- Shared autonomy with the manager, depending on the project scope.
Domain Activity 3 – Third-Party Management and Contract Follow-Up
Missions
- Monitor various contracts (SLAs, support agreements, renewals, and key dates).
- Build and maintain strong relationships with partners (telecom providers, maintenance vendors).
- Collaborate with the procurement team to assess and challenge current suppliers.
Autonomy / Latitude
- Autonomous in day-to-day operations.
- Shared responsibility with management and procurement for contract renewals and new agreements.
Qualifications
Desired Experience
- Successful migration of a Cisco telephony environment to Microsoft Teams.
- Multi-site and multi-country experience.
- SIP environment.
- Strong project management skills.
Required Profile
- Engineer with proven expertise in telephony (on-premise and cloud environments).
- Engineering degree in Computer Science or equivalent.
- Experience in installing, troubleshooting, and operating communication technologies.
- Experience deploying, supporting, and troubleshooting IP telephony devices, including desktop agents, desk phones, and other endpoints.
- Experience with monitoring tools (Centreon preferred).
Technical skills
- Microsoft Teams & Telephony
- Cisco CUCM & Jabber
- Cisco IOS Gateways
- VOIP
- Genesys Cloud Contact Center Solutions
- Call recording software
- Windows (Desktop & Server)
Networking / Administration
- Solid understanding of network protocols and security: IP, LAN/WAN, QoS, VLAN, DNS, DHCP, VPN configuration.
- Knowledge of standards and protocols: SIP, RTP, H.323.
Project & Team Management Skills
- Experience managing group-wide projects (all sites, all vessels).
- Rigorous methodology: planning, reporting, risk management.
Additional Information
Travel
- Regular travel required across countries and company sites.
All our positions are open to people with disabilities
Other facts
About EVERIENCE
Since 2012, we have been helping our clients in Business Development and achieving their goals in a market undergoing deep contraction and change.
In line with corporate objectives, since 2020, we have finalized the acquisition by the French company Helpline, a European leader in IT support, User Experience, and digital transformation, in our shared path of geographical expansion, and we have become part of the international group under the everience brand.
As part of the group, which employs over 5,000 people, we offer three main areas of business in Italy:
Helpdesk Support Managed Services: Ongoing support from technicians, system administrators, and network experts for the client infrastructure in corporate and enterprise environments, aimed at reducing costs through digitalization and the implementation of nearshore multilingual solutions (300 agents in Timisoara, Romania).
Break Fix Support and Technical Dispatch in Italy and Abroad: Through our technicians, partners, and suppliers, we support our clients in their global expansion projects, following them in different locations. We handle IMAC activities and distributed technological projects: we offer service management based on the ITIL framework across the entire process, 12 hours a day, 7 days a week.
Technology Consulting: Thanks to our background and corporate experience, we provide SMEs with proven solutions, allowing them to focus valuable energy on revenue generation and cost reduction. We design and implement customized IT solutions while respecting client requests and objectives.
For a no-obligation quote, we offer a free benchmark on the status of your technological services.
Digitalizing your processes is a matter of how, not if.
As soon as possible, not when.
Why not be supported by experts?
What you'll do
- The Phone Engineer and Support role involves monitoring telephony systems, ensuring their stability and quality, and providing second-level support for system issues. Additionally, the role includes contributing to continuous improvement projects and managing third-party contracts.
Ready to join EVERIENCE?
Take the next step in your career journey