Manage and support RB Global's global telecommunications and unified communications environment, with a primary focus on RingCentral UCaaS and Contact Center solutions. Administer, configure, troubleshoot, and optimize enterprise voice, messaging, video, contact center, and mobility services. Act as a technical SME for telephony and collaboration technologies, providing guidance to business stakeholders and IT teams. Respond to incidents, service requests, and escalations through ServiceNow while meeting established service levels. Partner with business units to deliver communications solutions that improve operational efficiency and employee experience. Lead or participate in global telecommunications projects including migrations, expansions, platform upgrades, integrations, and technology refresh initiatives. Manage user provisioning, call routing, auto attendants, call queues, IVRs, number management, licensing, and reporting. Monitor platform performance, identify opportunities for improvement, and proactively address service issues before business impact occurs. Collaborate with network, infrastructure, security, and workplace technology teams to ensure reliable end-to-end service delivery. Work closely with vendors and service providers to resolve incidents, manage escalations, and deliver telecommunications projects. Create and maintain technical documentation, operational procedures, knowledge articles, and support guides. Support conference room and collaboration technologies across global office locations. Provide end-user training and technical guidance for communications tools and services. Participate in after-hours maintenance windows, major incident response, and global support activities as required. Drive process improvements through automation, standardization, and adoption of industry best practices.
Qualifications
Required Qualifications
Diploma or degree in Telecommunications, Information Technology, Computer Science, or equivalent experience.
5+ years of experience supporting enterprise telecommunications and unified communications environments.
Strong experience supporting RingCentral UCaaS, RingCentral Contact Center, or similar cloud communications platforms.
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