Sonata Software Overview
In today's market, there is a unique duality in technology adoption. On one side, extreme focus on cost containment by clients, and on the other, deep motivation to modernize their Digital storefronts to attract more consumers and B2B customers.
As a leading Modernization Engineering company, we aim to deliver modernization-driven hypergrowth for our clients based on the deep differentiation we have created in Modernization Engineering, powered by our Lightening suite and 16-step Platformation™ playbook. In addition, we bring agility and systems thinking to accelerate time to market for our clients.
Headquartered in Bengaluru, India, Sonata has a strong global presence, including key regions in the US, UK, Europe, APAC, and ANZ. We are a trusted partner of world-leading companies in BFSI (Banking, Financial Services, and Insurance), HLS (Healthcare and Lifesciences), TMT (Telecom, Media, and Technology), Retail & CPG, and Manufacturing space. Our bouquet of Modernization Engineering Services cuts across Cloud, Data, Dynamics, Contact Centers, and around newer technologies like Generative AI, MS Fabric, and other modernization platforms.
Role - Teams voice Customer Engineer
Location - Egypt (Remote)
Role type - Full time
Experience - 10+ years
Role type
We are seeking a highly skilled and experienced Microsoft Customer Engineer specializing in Microsoft Teams. The ideal candidate will help customers empower their employees, maximize employee productivity and drive success and seamless operation of Microsoft Teams to our customers. This role is customer-facing and requires excellent communication skills, both verbal and written, to interact with technical, non-technical and leadership contacts at customers.
Relevant MIP/VBD Titles
- Teams Workshop
- Teams Pilot
- Teams Activation
- Teams Optimization
- Teams Phone
- Teams Room.
Skills Required
- 10+ years experience with customer facing roles in systems architecture, administration, operations, software support, and IT consulting, with a focus on Microsoft Teams or similar collaboration platforms.
- BA/BS (or higher) in Information Technology, or a related field or equivalent experience.
- Proven experience in a customer-facing role, demonstrating excellent communication and interpersonal skills
- Work directly with customers to understand their Microsoft Teams requirements and provide expert guidance and support.
- Deliver technical solutions to address customer issues, ensuring optimal performance and reliability of Microsoft Teams.
- Advanced analytical, problem-solving, and decision-making skills.
- Advanced background in engineering and architectural design of Unified Communications with a focus on Microsoft Teams, PSTN configurations, Teams Enterprise Voice, Direct routing, and telephony infrastructure (such as Session Boarder Controllers and Contacts Centers).
- Experience in conducting technical workshops, training sessions, and webinars to educate customers on the best practices and new features of Microsoft Teams.
- Assist in the deployment, configuration, and customization of Microsoft Teams and related applications to meet customer needs.
- Document technical solutions, best practices, and troubleshooting steps to build a knowledge base for internal and customer use.
- Deep technical knowledge of Microsoft Teams architecture, features, and functionalities.
- Proficiency in Microsoft 365 suite, including SharePoint, OneDrive, and Exchange.
- Experience with Microsoft Teams administration, including user management, policies, and compliance.
- Strong knowledge and skills in related solutions such as SharePoint, OneDrive, Power Platform, Azure AD, Intune and other M365 services
- Ability to diagnose and resolve issues related to Microsoft Teams clients, meetings, calls, and integrations.
- Familiarity with scripting and automation tools such as PowerShell to streamline administrative tasks.
- Experience and knowledge in designing and implementing Teams Telephony solutions, including Direct Routing, Calling Plans, Phone System, and Voice Apps and Microsoft Teams Room Systems and related hardware configurations.
- Knowledge of third-party applications and integrations that enhance Microsoft Teams capabilities.
- Ability to work independently and as part of a collaborative team.
- Strong organizational skills and the ability to manage multiple tasks and priorities simultaneously.
- Strong knowledge of voice and network protocols, standards, and best practices.
- Strong troubleshooting Microsoft Teams calling, conferencing and call quality issues.
- Knowledge and experience building Teams bot, integration of Microsoft graph into Teams app and knowledge of tools used to develop Teams app. Knowledge of the Microsoft Teams Toolkit is a plus.
- Deep understanding in Skype For Business architecture
- Deep troubleshooting skills with Skype For Business
- Experience with Skype for Business 2015/2019, SE
- Design, administration and/or support experience with Skype For Business On-Premise
- Experience with Migrations to Teams and Voice and Microsoft meeting room
- Deep understanding in Teams voice architecture
- Deep troubleshooting skills with Teams voice and Media optimization
- Experience with upgrades between Skype For Business versions
- Telephony (Inbound Voice Routing, Call Queues, Number porting), Unified Communications solutions that include VoIP, IM, real-time communications, UM, such as OCS/Lync/Skype for Business/Microsoft Teams, Jabber, Zoom, Cisco WebEx or related.
Optional Skills
- Advanced knowledge of application integration and Contact Centers with Teams.
- Advanced knowledge Active Directory/Azure AD/Entra ID concepts and PowerShell/Microsoft Graph scripting skills.
- Advanced networking skills with DNS, firewall, load balancing, etc.
- Advance skills creating Azure Functions
Relevant Certifications
- Microsoft Certified: Teams Administrator Associate or other relevant certifications.
- Microsoft 365 Certified: Endpoint Administrator Associate