Job Specifications
Company Description
Our mission at Everience is to unleash the potential of digital technology to enable companies to focus on their value chain and increase their productivity and competitiveness.
We provide a tailor-made response to the needs of our customers to help them build an efficient working environment, adapted to the needs of users by deploying a wide range of expertise: consulting, desktop engineering, user support, knowledge management, business support, cybersecurity, cloud and infrastructure management, smart office, IT logistics
Everience operates in the Benelux and internationally and has 16 sites in Europe.
The quality of our services and the excellence of the technical expertise of our employees is our priority Everience is recruiting...
Job Description
Domain Activity 1 – In-Service Support (MCO)
Missions
Monitor all activities and requests related to the telephony scope (Cisco CUCM and Teams Telephony).
Ensure stability, operation, and quality of the IT system infrastructures and applications supporting the CCM platforms, guaranteeing their availability whenever and wherever required.
Implement technical solutions in compliance with business-driven deadlines, as well as the company’s strategy and security policies.
Provide second-level support for system issues reported by the Service Desk (ticket management).
Monitor all telephony system infrastructures and plan ongoing developments in coordination with service providers.
Diagnose and resolve incidents using system administration and performance monitoring tools.
Work in close collaboration with other technical and business teams.
Maintain and update documentation for system policies, technical specifications, and operating procedures.
Participate in the 24/7 out-of-hours support rota with other members of the UC team to ensure continuity of service for the Genesys Cloud contact center application.
Manage Genesys Cloud administration tasks, including CLI operations, in coordination with Orange (service provider).
Autonomy / Latitude
Fully autonomous in managing daily tasks and tickets.
Domain Activity 2 – Continuous Improvement and Projects
Missions
Contribute to the strategy and definition of telecom resources required by the company’s applications.
Address technical debt by proposing and implementing innovative solutions.
Conduct a preliminary audit in preparation for migrating the Cisco CUCM telephony environment to Microsoft Teams Telephony.
Deliverables
Complete audit report: findings, improvement opportunities, and architecture diagrams.
Plan for the decommissioning of copper lines.
Technical specifications for the migration to Teams.
Detailed migration schedule for all sites.
Project budget estimate.
Multi-country perspective: international coordination, with all documentation and meetings conducted in English (French is a plus).
Autonomy / Latitude
Shared autonomy with the manager, depending on the project scope.
Domain Activity 3 – Third-Party Management and Contract Follow-Up
Missions
Monitor various contracts (SLAs, support agreements, renewals, and key dates).
Build and maintain strong relationships with partners (telecom providers, maintenance vendors).
Collaborate with the procurement team to assess and challenge current suppliers.
Autonomy / Latitude
Autonomous in day-to-day operations.
Shared responsibility with management and procurement for contract renewals and new agreements.
Qualifications
Desired Experience
Successful migration of a Cisco telephony environment to Microsoft Teams.
Multi-site and multi-country experience.
SIP environment.
Strong project management skills.
Required Profile
Engineer with proven expertise in telephony (on-premise and cloud environments).
Engineering degree in Computer Science or equivalent.
Experience in installing, troubleshooting, and operating communication technologies.
Experience deploying, supporting, and troubleshooting IP telephony devices, including desktop agents, desk phones, and other endpoints.
Experience with monitoring tools (Centreon preferred).
Technical Skills
Microsoft Teams & Telephony
Cisco CUCM & Jabber
Cisco IOS Gateways
VOIP
Genesys Cloud Contact Center Solutions
Call recording software
Windows (Desktop & Server)
Networking / Administration
Solid understanding of network protocols and security: IP, LAN/WAN, QoS, VLAN, DNS, DHCP, VPN configuration.
Knowledge of standards and protocols: SIP, RTP, H.323.
Project & Team Management Skills
Experience managing group-wide projects (all sites, all vessels).
Rigorous methodology: planning, reporting, risk management.
Additional Information
Travel
Regular travel required across countries and company sites.
All our positions are open to people with disabilities
About the Company
Everience is an international consulting group delivering AI-augmented digital services. It combines expertise in digital transformation, artificial intelligence and data-based value creation, enabling companies to harness the potential of AI to support their businesses. With a 4,000-strong workforce in France and around the world, the group helps its clients to transform their user experience and to secure and leverage their data, devising new applications and co-creating the businesses of tomorrow. Everience places the aug...
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