Deployment & Customer Service Engineer

Role: Deployment / Customer Service Engineer

Job Level: Mid / Senior

Reporting to: PMO

Location: Australia (Melbourne or Sydney preferred)

Purpose of Position:

VOSS has acquired access to several technological solutions in response to market demands and provides software services to global managed service providers, large enterprises, either directly or through partner and reseller channels.  One of VOSS's strategic objectives is to transition from customer-hosted, on-premises solutions to VOSS cloud-hosted solutions.

VOSS has the need to extend its service-orientated solution-level team, who engages directly with customers on solutions deployment projects and technical matters, ensuring our customers' success throughout the lifecycle of their solution. Due to the increased customer base and higher demand, VOSS requires the services of a customer focused Customer Service / Deployment Engineer to join the Customer-centric Global Deployment team.

The focus will be on positive customer engagement with an overall objective of delivering an exceptional customer experience, whilst exposing new commercial opportunities (upsell / cross-sell) within the customer's environment.

In addition to delivering solution deployment services and providing assistance and support to the VOSS customer base, this candidate will also be responsible for monitoring, investigating, and responding to environmental incidents (including stability, scalability and performance issues) within the customer environments.

The Ideal Candidate:

The ideal candidate is an Australian citizen, based in Australia, with government security clearance or the ability to obtain security clearance.  The candidate must have extensive knowledge and proven experience in the information technology space, with the proven ability to own and deliver technical solutions to VOSS customers and internal stakeholders.

Given the distributed nature of the VOSS workforce, the candidate should possess expert collaboration skills and must have the capacity to effectively communicate their ideas, opinions, and recommendations in a compelling manner to garner support and agreement from the customer technical teams and internal business units. These skills encompass various elements, such as effective communication, building rapport, presenting logical arguments, addressing objections, and showcasing the value and benefits of their technical proposals with the objective of achieving desired outcomes in collaboration with those teams.

This candidate must have strong problem-solving skills, be a self-starter with proven, referenceable ability for successfully delivering value within complex and distributed environments.

It is highly advantageous for the candidate to have previous experience in a unified communications environment, with technical skills in technologies such as MS Teams, Webex Teams, Cisco UCM and Zoom, related to the provisioning and management of these technologies within managed service providers and large enterprises.

The successful candidate will be responsible for remaining up to date with the latest UC related and cloud technologies (including MS Azure, AWS), and will have a proven ability to educate and guide team members on best practices, trends and potential risks and threats.

Importantly, the Customer Service / Deployment Engineer will need to be commercially mature to ensure we get a sensible balance between a high level of customer satisfaction by providing exceptional services but also driving towards future commercial opportunities where possible.

Key Characteristics and Proven Experience:

• Proven success in a similar role

• A strong customer centric and pragmatic approach

• Excellent, proven problem-solving skills

• Great attention to detail

• Proven ability to get things done - be very outcome focused on their approach whilst measuring progress and success

• Experience working collaboratively with customers and internal business units in a matrix style environment, with the ability to influence, lead and guide teams on technical topics

• Strong leadership abilities, with a track record of driving change and building a culture of excellent customer experience.

• Proficient knowledge of cloud, open source and unified communications (collaboration) technologies

• Highly regarded communication and interpersonal skills, with the ability to effectively collaborate with technical and non-technical stakeholders, both internally and externally.

• Excellent collaboration skills with a proven ability to support the delivery of complex programs spanned across cross-functional teams within a distributed workforce.

• Strong understanding of software development processes, including a good understanding of the concepts and implementation requirements related to the technical and operational measures required to ensure compliance (including secure coding practices, secure SDLC concepts, access control etc.)

• Familiarity with cloud architecture and best practices for maintaining cloud services.

• Proven experience in technical assessments, incident management, and incident response.

• Strong administrative skills with proven ability to maintain and complete administrative tasks related to technical case notes, L3 information sharing, and the creation of enhancement requests based on the needs of customers.

• The successful candidate will be highly competent, self-motivated, responsible, and able to work under pressure and flexible hours to fit in with the international structure of VOSS. They require exceptional communication skills (written and verbal), have sound decision-making skills, excellent analytical and problem-solving skills, with a focus on understanding the root cause of a technical issue as well as potential business problems.

Responsibilities:

Deployment Engineer Responsibilities

• The successful candidate will also contribute to the Professional Services team as a Solutions Deployment Engineer, supporting the full lifecycle of UC solution deployments. This includes:

• Project-Based Technical Responsibilities

• Participate in pre-sales technical discovery and requirements gathering with customers and partners.

• Lead or contribute to the architectural design of UC solutions, ensuring alignment with customer requirements and best practices.

• Develop high-level and low-level design documentation for UC deployments, including integration with existing infrastructure.

• Perform hands-on implementation of UC solutions, including:

• MS Teams Direct Routing and provisioning

• Cisco UCM dial plan design and user provisioning

• Cisco Webex configuration and integration

• Configure and deploy VOSS orchestration and management tools to support UC environments.

• Conduct system integration testing, user acceptance testing (UAT), and cutover support during go-live phases.

• Provide technical leadership during project delivery, ensuring milestones are met and risks are mitigated.

• Professional Services Collaboration

• Work closely with Project Managers, Solution Architects, and Customer Success to ensure successful project delivery.

• Support the transition of deployed solutions to the Customer Service Engineering team for ongoing support.

• Contribute to the continuous improvement of deployment methodologies, templates, and best practices.

• Deliver technical workshops and training sessions to customers and internal stakeholders.

• Maintain accurate project documentation, including configuration guides, deployment records, and change logs.

• Technology Focus

• Deep understanding of Unified Communications platforms, including:

• Microsoft Teams (Direct Routing, Phone System, Teams Admin Center)

• Cisco Unified Communications Manager (UCM) (CUCM, Unity, Expressway)

• Cisco Webex (Control Hub, Meetings, Messaging)

• Experience with cloud-native technologies (Azure, AWS, Docker, Kubernetes) and API integrations.

• Familiarity with networking fundamentals and security best practices in UC deployments.

Customer Service Engineer Responsibilities

• Investigation, identification and resolution of technical issues assigned to you as defined in SLAs.

• Remain overall technical ownership and point of escalation for all incidents being reported by customers, ensuring a timeous expedition and resolution of customer problems and complaints.

• Strengthening relationships with customers, Service Managers, Account Managers and Global Deployment Services - providing insights into partner problem statements, possible solutions and commercial opportunities related to such problems.

• Establishing, developing and maintaining technical relationships with Partners within your region, with a focus on generating new business for the organization's products/services.

• Undertaking technical calls and in-person visits.

• Building strong internal relationships in VOSS with the Product Management, Global Professional Services and Engineering teams to secure the ongoing internal support required to deliver the proposed solutions successfully.

• We provide 24x7 support to our customers around the world. The role requires you to have the ability to form part of the rotational standby roster and provide the necessary customer support when required.

• From time to time there may be a requirement to work outside of or in addition to the ordinary hours of work to meet the Company's business and operational needs.

• Proactive engagement with the Engineering team and continuous communication with customers with regards to the status of all support cases and ETAs of reported issues and enhancement requests.

• Contributing towards a knowledge base and sharing learnings with the CSE Team.

• Early detection of high priority customer issues and escalating to senior management when necessary

Qualifications and Experience

• Must possess at least 5 years' experience in Technical Service Delivery within an application and network support environment, preferably within large enterprise and managed service providers.

• Possession of a post-secondary degree in a relevant IT field

Key Technical Skills:

Software Development skills

• Python

• SQL, MongoDB,

• Linux OS (maintenance and performance focus)

• API Integration (REST)

• Cloud native architecture including Docker and Kubernetes

• Application log review and analysis

• System performance review and analysis

General Networking

• Intermediate knowledge of complex networks including packet captures, connectivity investigations, firewalls, ports and related protocols, network routing and security

Unified Communications & Collaboration

• Cisco UCM, including provisioning and management of users and dial plan

• MS Teams provisioning and management

• Cisco Webex Teams provisioning and management

• Zoom provisioning and management

Network / UC monitoring and assurance

Experience with network / UC monitoring and assurance tooling, including configuration, metrics tracking, alerting and alarm definitions and monitoring