Telecommunication & Collaborations Specialist

nesse and Microsoft Teams, Operator Connect.

• Manage Teams Phone System configurations including Direct Routing, Operator Connect, Calling Plans, and Auto Attendants.

• Manage Cisco call flow, routing, queueing, agent profiles, & user account setups.

• Troubleshooting critical incidents across multiple Cisco & Microsoft Teams architectures (Collaboration/Voice).

• System health management, monitoring, patching and proactive maintenance ensuring a stable and secure environment that meets IT security compliance requirements.

• Work closely with Contact Center Managers and vendors to improve operational efficiency & customer experience.

• Monitor system performance and troubleshoot call quality or connectivity issues.

• Level 3 Support assisting end users with Contact Center, Teams, CUIC Reporting and general telephony issues.

• Work closely with the Design & Engineering Team building the roadmap of the company's next generation telephony platform.

• Other duties as assigned.

What you'll need to be successful:

• Bachelor's Degree in a relevant field or a minimum of 5 years of relevant experience.

• Minimum of 5 years' experience in Telephony and Collaboration.

• Demonstrated knowledge of telephony & collaboration technologies through achievement of professional certifications such as CCNA & MS-700.

Knowledge, Skills and Abilities:

• Proven experience in an administrator role supporting

• A multi-site environment using UCCE, PCCE, CUIC, CUCM or similar.

• Teams Phone using Direct Routing, Operator Connect

• Development and maintenance of call flow and queueing using Cisco and Microsoft technologies.

• Strong experience with SIP protocol, related call flow & troubleshooting and sound knowledge of RTP, CTI etc.

• Strong experience with Session Border Controllers such as Cisco CUBE.

• Experience with voice components related to PCCE/UCCE like Cisco Unified Intelligent Center (CUIC), Live Data, Virtual Voice Browser (VVB) and Finesse.

• Experience with CCaaS solutions such as Genesys & Webex a plus.

• Decision-Making Responsibility:

• Works under minimal supervision.

• Makes independent decisions on minor issues and designs.

• Collaborates with relevant management for major issues and design decisions.

Don't meet every single requirement? Studies have shown that women and underrepresented minorities are less likely to apply to jobs unless they meet every single qualification. At Yamaha, we understand that talent comes in various forms, as such we are dedicated to building a diverse, inclusive, and authentic workplace. If you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles!

What's in it for you:

• 401(k) and Profit Sharing

• Fertility Benefits

• 37.5-hour workweek

• Medical, Dental, Vision

• Life and AD&D Insurance

• Wellness Program

• Short-Term Disability Coverage (for hourly roles)

• Long-Term Disability

• Student Debt Repayment Benefits

• Ability to borrow Yamaha product

Reports to: Department Manager

Yamaha Motor Corporation, USA is proud to be an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identify, national origin, veteran or disability or any other status protected by federal, state, or local law. We celebrate diversity and are committed to creating an inclusive environment for all employees.