• This job descript should be for someone with 5+ years of experience. Add this information and industry information for a similar role. Manage and support Microsoft Teams Phone, enterprise voice, conferencing, and meeting room services across Wolfspeed locations. 

• Configure and maintain Direct Routing or Operator Connect, SBCs, SIP trunks, dial plans, calling policies, call queues, auto attendants, and phone number inventory. 

• Troubleshoot escalated voice, audio, call routing, Teams Rooms, device, and network-related issues from diagnosis through resolution. 

• Monitor call quality, service health, Teams Rooms performance, carrier services, and user experience to identify trends and prevent recurring issues. 

• Partner with network, security, telecom carriers, vendors, and IT operations teams to deliver reliable voice and collaboration services. 

• Support number porting, site voice readiness, device provisioning, user onboarding, migrations, and service transitions. 

• Maintain clear documentation for voice configurations, support procedures, standards, known issues, and operational runbooks. 

• Recommend improvements that increase resiliency, simplify support, reduce recurring incidents, and improve the employee collaboration experience. 

Job Requirement

• 5+ years of experience in enterprise telephony, unified communications, Microsoft 365, or Microsoft Teams voice support. 

• Hands-on experience with Microsoft Teams Phone, Teams Admin Center, Microsoft 365 Admin Center, and voice policy administration. 
• Strong knowledge of Direct Routing, Operator Connect, SBCs, SIP, VoIP, PSTN concepts, dial plans, call routing, and number management. 

• Experience troubleshooting call quality, connectivity, audio, conferencing, Teams Rooms, and network-related voice issues. 

• Working knowledge of PowerShell, QoS, firewalls, certificates, carrier coordination, and enterprise change or incident management. 

• Strong communication, documentation, stakeholder management, and cross-functional collaboration skills.