Tower Lead - Avaya Unified Communications

Frankfurt Am Main, Stadt, Hesse

Job Summary

Job Summary : The MS Teams Operator Connect Engineer plays a c rucial role in supporting the organization\'s transition to Microsoft Teams Operator Connect. This position is responsible for technical implementation, configuration, and ongoing support of Operator Connect as well as Microsoft Teams SIP Gateway and SIP Phones. The Engineer collaborates with engineering teams, project managers, technical teams, and stakeholders to ensure seamless integration and optimal performance of telephony solutions. A strong background in unified communications (UC), SIP protocols, and enterprise voice systems is essential.

Job Responsibilities : Requirements Analysis & Solution Design • Collaborate with engineers, technical teams, and support operations to collect both functional and technical requirements for Operator Connect, SIP Gateway, and SIP Phones. Develop comprehensive technical specifications, compliance materials, operational workflows, and readiness standards. • Take part in technical workshops to gain insights into business demands, telephony needs, and regional regulatory requirements. • Prepare detailed technical documents such as call flow diagrams, routing details, SBC dependencies, emergency call settings, and criteria for operational readiness. System Integration & Implementation • Set up and implement Operator Connect carriers, SIP Gateway, and SIP Phones within the Microsoft Teams platform, ensuring all integration aspects, dependencies, and regulations (including emergency calling) are properly managed. • Identify integration points and dependencies throughout Teams Voice, SIP Gateway, legacy telephony systems, and carrier services. Technical Support & Troubleshooting • Offer high-level support during telephony migrations, deployments, and ongoing operations. Resolve issues associated with Operator Connect, SIP Gateway, and SIP Phones by collaborating with vendors and internal stakeholders. • Manage and sustain Operator Connect integrations with approved carrier partners. • Verify carrier capabilities, number ownership, routing paths, supported features, and conformity with Microsoft’s Operator Connect framework. • Conduct thorough technical reviews of carrier portals, APIs, routing processes, and provisioning procedures. Documentation & Process Improvement • Develop and update technical documentation, operational workflows, and standardized processes to facilitate large-scale telephony transitions. Consistently look for ways to enhance reliability, performance, and the user experience. • Work closely with Engineering, Security, Compliance, and Architecture teams to aid RFP processes, assess vendors, and maintain alignment with company-wide standards. Experience working with international telecom carriers and enterprise-level telephony consolidation initiatives is required

Key Responsibilities

NA

Skill Requirements

Skill Requirement : Required Skills and Qualifications • Demonstrated expertise in deploying and supporting Microsoft Teams Operator Connect • Extensive experience with Microsoft Teams SIP Gateway and SIP phones • Comprehensive knowledge of SIP protocol, enterprise telephony, and unified communications • Comprehensive knowledge of Microsoft Teams Phone System, including direct routing, calling plans, and hybrid voice solutions. • Strong troubleshooting skills for complex voice and connectivity problems • Proven track record in delivering global UCaaS or telephony transformation projects, including Microsoft Teams, Operator Connect, Direct Routing, and SIP • Deep technical understanding of telephony, number routing, SBCs, emergency calling, and carrier services • Understanding of PSTN connectivity options and number management within Teams. • Experience collaborating within cross-functional technical teams and handling large-scale migration efforts • Excellent skills in documentation, communication, and process improvement • Familiarity with regulatory compliance and operational support for enterprise voice solutions • Previous involvement with global telecom carriers and consolidation programs for enterprise telephony Advanced troubleshooting skills for resolving voice quality, connectivity, and interoperability issues. • Proficiency in using diagnostic tools (e.g., Teams Admin Centre, PowerShell, call analytics, and logs). • Strong understanding of SIP, SBCs (e.g., Oracle and AudioCodes) and VoIP protocols. • Investigate and resolve call quality issues using tools such as Call Analytics, Call Quality Dashboard (CQD), and SBC logs. • SIP device agnostic (experience with multiple vendors), Security & Compliance Driven (802.1X), full IP stack knowledge (LLDP/CDP, TCP/UDP,SIP/SIPS), • Central Device Management (on-prem / Cloud), SIEM Experience, MS Cloud Knowledge (EntraID, MS Teams TAC), automated device enrolment (Automation Driven) • Certificate Management (PKI Knowledge)

Other Requirements

NA

#body.unify div.unify-button-container .unify-apply-now: focus, #body.unify div.unify-button-container .unify-apply-#body.unify div.unify-button-container .unify-apply-now: focus, #body.unify div.unify-button-container .unify-apply-