UC Voice Assurance Expert – Cisco Collaboration Solutions (HCS)


About the role:

The UC Voice Assurance Operations Technical Expert is a Subject Matter Expert with Cross Domain understanding of all aspects of the Cisco HCS-based UCA (Unified Communications-As-A-Service). This position is a new position to support strong business growth in Telstra's Cloud Based Unified Communications offering

You will perform and lead complex assurance, major incident and change support activities across customer solutions. These solutions are built on Cisco’s Hosted Collaboration Solution (HCS) Platform, Webex Teams and Webex Collaboration Endpoints products.  The incumbent will drive process improvements to deliver best practice Assurance outcomes from a customer and technical point of view to meet contractual obligations.

You will lead by example and provide a high level of technical leadership and personal leadership to colleagues and peers. You will be fully outcomes driven with confidence to propose innovative solutions to any situation and execute them. Over time, you will assist management with tactical and operational initiatives as well as team management and deliverables management as required.

Above all you must possess the resilience and passion to provide the best customer experience in a technically complex and high growth business environment. To be successful, you will possess a high degree demonstrable interpersonal influencing and negotiation skills to manage deliverables through close collaboration with stakeholders and peer organisations.

What will you be doing:

  • Manage complex customer incidents and technical escalations as needed
  • Provide technical and personal leadership to colleagues and peers in diagnosis, restoration and root cause analysis of complex incidents
  • Identify technical/process impediments to providing ‘brilliantly simple’ customer experience and work collaboratively with various stakeholders and fixer teams to device and implement effective solutions
  • Use data driven analysis to identify Operational Excellence initiatives and device plans to constantly improve customer service experience.
  • Assist management in operational reporting, work volume management or initiatives as needed
  • Provide after-hours assurance support as needed on rotation basis

What we looking for:

To be successful in this role, you will have the following experience and attributes:

  • A degree in Telecommunications or equivalent.
  • A genuine desire for a future people leadership position
  • Passion for success.
  • At least 8-10 years’ experience in telecommunication industry, including 5 years in service assurance
  • Experience in a leadership role in professional/non-professional environment highly desirable
  • Have a thorough understanding of Cisco Collaboration and WebEx Teams products
  • Proven experience in high level support role in dynamic high growth environment dealing with customers and complex platform issues.

A job at Telstra is like no other you've had. You'll be challenged. You'll be inspired. And you'll be proud. Because whatever your job is here, you'll always be part of something bigger. Come and connect with what you love and apply now! 

We work flexibly at Telstra. Talk to us about how this job could be flexible for you.


About the role:

The UC Voice Assurance Operations Technical Expert is a Subject Matter Expert with Cross Domain understanding of all aspects of the Cisco HCS-based UCA (Unified Communications-As-A-Service). This position is a new position to support strong business growth in Telstra's Cloud Based Unified Communications offering

You will perform and lead complex assurance, major incident and change support activities across customer solutions. These solutions are built on Cisco’s Hosted Collaboration Solution (HCS) Platform, Webex Teams and Webex Collaboration Endpoints products.  The incumbent will drive process improvements to deliver best practice Assurance outcomes from a customer and technical point of view to meet contractual obligations.

You will lead by example and provide a high level of technical leadership and personal leadership to colleagues and peers. You will be fully outcomes driven with confidence to propose innovative solutions to any situation and execute them. Over time, you will assist management with tactical and operational initiatives as well as team management and deliverables management as required.

Above all you must possess the resilience and passion to provide the best customer experience in a technically complex and high growth business environment. To be successful, you will possess a high degree demonstrable interpersonal influencing and negotiation skills to manage deliverables through close collaboration with stakeholders and peer organisations.

What will you be doing:

  • Manage complex customer incidents and technical escalations as needed
  • Provide technical and personal leadership to colleagues and peers in diagnosis, restoration and root cause analysis of complex incidents
  • Identify technical/process impediments to providing ‘brilliantly simple’ customer experience and work collaboratively with various stakeholders and fixer teams to device and implement effective solutions
  • Use data driven analysis to identify Operational Excellence initiatives and device plans to constantly improve customer service experience.
  • Assist management in operational reporting, work volume management or initiatives as needed
  • Provide after-hours assurance support as needed on rotation basis

What we looking for:

To be successful in this role, you will have the following experience and attributes:

  • A degree in Telecommunications or equivalent.
  • A genuine desire for a future people leadership position
  • Passion for success.
  • At least 8-10 years’ experience in telecommunication industry, including 5 years in service assurance
  • Experience in a leadership role in professional/non-professional environment highly desirable
  • Have a thorough understanding of Cisco Collaboration and WebEx Teams products
  • Proven experience in high level support role in dynamic high growth environment dealing with customers and complex platform issues.

A job at Telstra is like no other you've had. You'll be challenged. You'll be inspired. And you'll be proud. Because whatever your job is here, you'll always be part of something bigger. Come and connect with what you love and apply now! 

We work flexibly at Telstra. Talk to us about how this job could be flexible for you.

Are you viewing this job on LinkedIn? Click here to apply