Role: Deployment & Customer Service Engineer
Job Level: Mid to Senior
Reporting to: Local Project Manager (Global Services)
Location: Australia (working from home office)
About the Company: VOSS has a global presence, with offices in Dallas TX, Reading UK, Sydney Australia, and Cape Town South Africa. Our technology has been deployed by over 130 cloud service providers and prominent enterprise organizations across the world.
VOSS is the award-winning provider of digital workplace management technology, enabling customers to significantly increase the levels of automation and insight across their UC and collaboration stack, unlocking productivity and cost saving benefits. VOSS is unique in providing discovery & migration, orchestration fulfilment & analytics, and performance monitoring & management, across multiple UC technologies, from a single, highly flexible, secure web portal.
Find out more: www.voss-solutions.com
Purpose of Position:
Dual-role position combining customer solution deployment and customer service engineering.
Lead customer implementation projects and provide ongoing technical support and operational excellence.
Drive successful customer outcomes through deployment delivery, incident resolution and proactive engagement.
Responsibilities:
Deployment Engineer Responsibilities
Participate in discovery workshops, requirements gathering and solution design.
Deploy and configure VOSS and UC solutions including Microsoft Teams, Teams Phone, Cisco UCM, Webex and Zoom.
Produce implementation documentation, designs, deployment plans and change records.
Perform testing, UAT, cutover and go-live activities.
Work with Project Managers, Architects and Customer Success teams to deliver projects successfully.
Deliver customer training and operational handover.
Customer Service Engineer Responsibilities
Act as technical owner for customer incidents and service requests.
Investigate, troubleshoot and resolve application, platform, network and UC issues within SLA targets.
Monitor customer environments for stability, performance and scalability.
Provide regular customer communication, escalation management and case updates.
Participate in a 24x7 on-call support rotation as required.
Contribute to knowledge management and continuous improvement initiatives.
Required Experience & Skills
5+ years in technical service delivery, deployment engineering, support engineering or UC operations.
Strong experience with Microsoft Teams, Teams Phone, Cisco UCM, Webex, Zoom and associated infrastructure (SBCs – Oracle, AudioCodes, Ribbon)
Experience with Azure, AWS, REST APIs, Linux and cloud-native technologies.
Working knowledge of Python, SQL and application troubleshooting.
Strong networking knowledge including routing, firewalls, packet analysis and security concepts.
Excellent communication, customer engagement and documentation skills.
Preferred Qualifications
Degree or equivalent qualification in Information Technology or related discipline.
Experience within managed service providers, large enterprise environments or UC transformation programs.
Government security clearance or ability to obtain clearance.
Key Attributes
Customer-focused and commercially aware.
Strong analytical and problem-solving skills.
Self-motivated, accountable and results oriented.
Collaborative and effective within global distributed teams.
Security/Driving/Travel Requirements:
Must be an Australian citizen
Must have government security clearance or the ability to obtain security clearance
Must hold current valid passport.
You must have the legal right to work in Australia.
May be required to travel occasionally