Enterprise Telephony

1 dzień temu

Gliwice, Silesia, Polska ista Technologies Poland Pełny etat

Enterprise Telephony & VoIP Specialist

(Telephony / Contact Center / UC)

Location:
Essen / Gliwice / Hybrid

Department:
IT

Type:
Full-time

About the Role

We are looking for an Enterprise Telephony & VoIP Specialist who can both troubleshoot technical issues hands-on and help shape enterprise-level telephony and contact center solutions.

You will be responsible for modernizing our telephony landscape across six countries, 40+ locations, and 3,000+ users, acting as the internal technical authority and a bridge between business, IT, and external providers.

What You'll Do

  • Design, implement, and maintain enterprise telephony and contact center solutions (VoIP / UC / CCaaS).
  • Support multi-country rollout and modernization initiatives.
  • Act as the main technical contact for external vendors and providers.
  • Troubleshoot complex telephony, VoIP, and related IT issues.
  • Optimize call flows, IVR logic, routing, and integrations with CRM and service platforms.
  • Support and improve monitoring, documentation, and support processes.
  • Diagnose basic network issues (LAN/WAN/Wi-Fi, QoS).
  • Support IT operations: hardware, user access, licenses, technical documentation.
  • Ensure availability, security, performance, and compliance of telephony services.

What You Bring

  • Hands-on experience with enterprise telephony and VoIP (SIP, PBX, SBCs, UC platforms).
  • Knowledge of contact center platforms (Genesys, NICE, Avaya, Cisco, Amazon Connect, or similar).
  • Solid understanding of networking concepts (WAN, QoS, integrations).
  • Experience in IT support / user-facing systems.
  • Good knowledge of Windows desktop environments and Active Directory fundamentals.
  • Ability to combine technical depth with architectural thinking.
  • Confident communication skills – can talk tech with engineers and translate for stakeholders.
  • Fluent Polish (C1) and communicative English (B2).

Nice to Have

  • Experience in large-scale or multi-country environments.
  • Familiarity with monitoring tools (e.g., Zabbix).
  • Virtualization (VMware, Hyper-V).
  • Experience with MDM, asset management, or OS deployment tools.
  • Certifications in telephony, UC platforms, networking, or ITIL.
  • Exposure to AI or automation features in modern contact center solutions.