Unified Communications (UC) Specialist

Job Description

We are looking for a Unified Communications Specialist to enhance the technical capabilities of our Digital Workplace Platforms Tower within the Infra Services Division. In this high-impact role, you will move beyond daily administration to oversee the strategic design, implementation, and optimization of our global Microsoft Teams ecosystem and integrated communication services.

As a Level 3 expert, you are the final point of escalation for complex technical issues that Level 1 and 2 teams cannot resolve. We seek a team player with strong analytical and technical skills who can effectively communicate the reasoning behind technical decisions to non-technical stakeholders. Our new colleague must be comfortable working in an agile environment and be able to break complex ideas and situations into smaller components.

This role operates under 12x5 rotating shifts + On-call

Job Responsibilities

Operations & Incident Response

• Investigate, and resolve incidents related to Teams Phone/Telephony, SBC/SIP, PSTN carrier issues, and Teams meeting quality.
• Perform SIP ladder analysis (SIP 18x/2xx/4xx/5xx), SBC/Teams log review, and network-layer checks (QoS, DSCP, jitter, packet loss) using AudioCodes Syslog/trace, Wireshark, Call Analytics, and CQD.
• Handle number activation/porting, DID assignments, and call routing issues across regions.
• Execute runbooks and escalate to L3/vendors with clear RCA inputs when needed.
• Voice routing policies, PSTN usages, route priorities, Normalization rules, Dial plans (tenant & user scope).
• Auto attendants and Call queues (greetings, schedules, overflow/timeout, agent assignments).
• Operate and maintain AudioCodes Mediant SBCs/gateways (trunks, SIP interfaces, routing tables, transformation rules, TLS/SRTP, certificates).
• Support Survivable Branch Appliance (SBA) scenarios where applicable.
• Proactively monitor Teams service health, SBC alarms, trunk utilization, SIP errors, and carrier status.
• Use CQD, Teams Call Analytics, AudioCodes Syslog/EMS, and SNMP to identify patterns and drive remediation (QoS marking, CAC, bandwidth policy).
• Contribute to Problem Management (trend analysis, RCAs, corrective/preventive actions).

Microsoft Teams Rooms (MTR)

• Provide support for Teams Rooms on Windows/Android:
• Peripheral checks (certified cameras, mics, speakers), HDMI ingest, content camera.
• Device enrollment, Teams Rooms Admin Center (TRAC) monitoring, firmware/app updates, and Intune compliance basics.
• Room account configuration (licensing-MTR Pro/Basic, resource accounts, policies), basic troubleshooting, and vendor coordination for hardware replacement.
• Write technical support and client documentation in form of Knowledgebase articles
• Meet or exceed expected customer service levels
• Other duties as assigned by the Support Manager

Job Requirements

• Strong understanding of SIP call flows, SBC configuration (preferably AudioCodes Mediant), carrier interop, number porting, DID management, DTMF, codec negotiation, TLS/SRTP, and certificate management.
• Hands-on with Direct Routing and/or Operator Connect, voice routing policies, PSTN usages, dial plans, normalization rules, emergency calling/E911 (where applicable), auto attendants and call queues.
• Proficiency with SIP traces, Wireshark, AudioCodes Syslog/trace, Call Analytics, CQD, and Teams Admin Center troubleshooting.
• Working knowledge of Teams/Skype for Business Online PowerShell for user/voice policy administration and bulk operations.
• Solid understanding of QoS (DSCP marking), bandwidth/CAC, firewall rules, and NAT/SBC edge concepts relevant to Teams voice.
• Support experience for MTR-W/MTR-A (device onboarding, TRAC monitoring, patching, basic peripherals and room setup troubleshooting).
• ITIL: Familiarity with ITIL processes; comfortable operating within incident/change/problem frameworks.
• Proven ability to prioritize tasks and issues according to the business impact
• Good written and verbal communication skills
• Good time management skills
• Mentor more junior colleagues
• Able to work in a high pressure environment
• Strong organizational and analytical skills
• Serves as a primary technical liaison for customers
• Ability to multi-task and work under pressure
• Ability to work autonomously and within team
• Flexible and proactive with a "will do' attitude
• Takes responsibility and follows through on issues to closure and root cause resolution
• Demonstrable desire to achieve

Mindset & Learning Capability

• Strong willingness to learn and develop in the UC domain
• Ability to understand technical documentation
• Analytical thinking and structured troubleshooting approach
• Ownership mindset and accountability
• Good communication skills

This job description outlines the general nature and level of work performed by employees within this classification and is not intended to be a comprehensive inventory of all duties and responsibilities. Additionally, the responsibility to possess the necessary employment documents for this country rests with the candidate.

Diversity & Inclusion

Here at the Stefanini Group, we value diversity and equity, regardless of race, sexual orientation, disability, age, ancestry, religion, gender, or nationality. We understand and encourage the importance of being yourself and invest our efforts in maintaining an environment where it is safe to express oneself!

About Us

Global Tech Consulting Company All in One.

Stefanini is a Brazilian multinational company with 38 years of experience and presence in 41 countries. With more than 35,000 employees, we co-create solutions for a better future, driving digital transformation with a focus on real results.

We operate in an integrated way through 7 specialized business units: Consulting (Technology and Business Agility), Analytics & AI, Banking & Payments, Cybersecurity, Manufacturing 4.0, and Digital Marketing. We are a group that breathes collaboration and offers a dynamic environment where you will learn by doing, grow alongside the team, and have space to contribute with ideas and projects.