Teams Voice Customer Engineer
Salary budget: Approximate SGD5,000 to SGD6,400
Work location: Remote (Work From Home setup) Singapore
Company background: MNC IT Services & IT Consulting
Employment type: Full time Permanent
Role Summary
- We are seeking a highly skilled and experienced Microsoft Customer Engineer specializing in Microsoft Teams. The ideal candidate will help customers empower their employees, maximize productivity, and ensure the seamless operation of Microsoft Teams voice and collaboration solutions.
- This is a customer-facing role that requires excellent communication skills (both verbal and written) to interact with technical, non-technical, and leadership stakeholders at customer organizations.
Relevant MIP/VBD Titles
- Teams Workshop
- Teams Pilot
- Teams Activation
- Teams Optimization
- Teams Apps Workshop
- Teams Apps Pilot
- Teams Apps Activation
- Teams Apps Optimization
Key Responsibilities
- Work directly with customers to understand Microsoft Teams Voice and SfB requirements, providing expert guidance and support.
- Deliver technical solutions that ensure the optimal performance and reliability of Microsoft Teams and Skype for Business environments.
- Deploy, configure, and customize Microsoft Teams, Skype for Business (2015/2019), and related applications to meet business needs.
- Design and implement Teams Telephony solutions (Direct Routing, Calling Plans, Phone System, Voice Apps, Teams Room Systems).
- Support migrations from Skype for Business and Lync to Microsoft Teams, including voice workloads and Microsoft Meeting Room solutions.
- Conduct technical workshops, training sessions, and webinars to educate customers on Teams and SfB best practices and features.
- Troubleshoot and resolve issues related to Teams/SfB clients, meetings, calls, integrations, conferencing, and call quality/media optimization.
- Document technical solutions, troubleshooting steps, and best practices to build internal and customer knowledge bases.
- Provide administration and support for Microsoft Teams and Skype for Business (on-premise, hybrid, and online).
- Collaborate with customers and internal teams to ensure smooth upgrades and coexistence between Lync/SfB and Teams environments.
- Support integration of Teams with Microsoft 365 workloads (Exchange, SharePoint, OneDrive, Power Platform, Azure AD/Entra ID, Intune).
- Work with third-party applications and integrations that enhance Teams Voice capabilities.
- Apply strong knowledge of telephony, voice/network protocols, and standards to enterprise UC solutions.
Core Skills & Experience Required
- 5+ years experience in customer-facing IT roles (architecture, administration, operations, support, or consulting), focused on Microsoft Teams or similar collaboration platforms.
- Degree in IT or related field, or equivalent experience.
- Proven customer-facing experience with excellent communication and stakeholder engagement skills.
- Strong background in Unified Communications engineering and architecture, including:
- Microsoft Teams Voice & Enterprise Telephony
- PSTN configurations, Direct Routing, Calling Plans
- Session Border Controllers (SBCs), Contact Centers
- Hands-on Teams administration: user management, policies, compliance, device licensing.
- Proficiency across Microsoft 365 suite: Exchange, SharePoint, OneDrive, Power Platform, Azure AD/Entra ID, Intune.
- Strong troubleshooting skills in Teams voice, conferencing, telephony, and media optimization.
- Experience with Skype for Business (2015/2019) and Lync: architecture, design, administration, support, migrations, and upgrades.
- Familiarity with scripting/automation (PowerShell, Microsoft Graph).
- Ability to work independently and collaboratively, managing multiple priorities.
Optional Skills
- Advanced knowledge of Teams integration with Contact Centers and third-party apps.
- Advanced Active Directory / Azure AD / Entra ID knowledge.
- Advanced networking: DNS, firewall, load balancing.
- Experience creating Azure Functions.
- Experience developing Teams bots, Microsoft Graph integrations, and using the Teams Toolkit.
Relevant Certifications
- Microsoft Certified: Teams Administrator Associate (preferred).
- Microsoft 365 Certified: Endpoint Administrator Associate (advantageous).
Mandatory / Non-Negotiable Requirements
- Deep technical knowledge of Microsoft Teams Voice & Telephony (Direct Routing, PSTN, Enterprise Voice, SBCs).
- Proven Skype for Business expertise (architecture, troubleshooting, migrations to Teams).
- Strong proficiency with Microsoft 365 suite & ecosystem (Exchange, SharePoint, OneDrive, Azure AD/Entra ID, Intune).
- Hands-on Teams administration (identities, domains, policies, add-ons, licensing).
- PowerShell automation skills.
- Strong troubleshooting of Teams calls, conferencing, telephony, and media optimization.
- Minimum 5+ years experience in customer-facing IT/Unified Communications roles.
- Excellent communication and stakeholder engagement skills.
