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Overview:
We are seeking a Senior Unified Communications & Systems Specialist to support and enhance our Contact Center portfolio. Specific Mitel Contact Center experience is not mandatory — we are looking for engineers with experience in enterprise applications, Windows server environments, integrations, and Unified Communications (UC) infrastructures who can quickly learn and master the Mitel Contact Center ecosystem.
This role is a Tier 3 escalation point responsible for troubleshooting complex issues, supporting integrations with Active Directory, calendars (Exchange/Office 365/Google), web services, and optimizing a multi-tiered Windows/IIS/SQL-based application stack.
Responsibilities:
Provide Tier 3 support for a multi-component UC/web application platform (Windows Services, IIS Web Apps, SQL databases, directory integrations).
• Troubleshoot complex issues across web services, authentication, AD sync processes, calendar APIs, and UC presence data.
• Support integrations with Active Directory, Exchange/Office 365/Google Calendar APIs, PBX/telephony systems, and LDAP directories.
• Maintain and enhance Windows-based services, including WCF service bindings, IIS configuration, certificates, and application logs.
• Perform advanced diagnostics using SQL queries, Windows Event Logs, service logs, and network traces.
• Assist with deployment and configuration of application components across intranet/DMZ environments.
• Develop scripts (e.g., PowerShell) to automate monitoring, maintenance, and system health checks.
• Collaborate with infrastructure, networking, and UC teams to ensure uptime, reliability, and seamless integrations.
Requirements:
• Strong background in Windows Server administration (services, event logs, registry, performance tools).
• Experience with IIS web applications, including HTTPS configuration, authentication methods, and application pools.
• Familiarity with Web Services APIs (REST, SOAP, WCF) and debugging tools such as Fiddler or Postman.
• Working knowledge of SQL Server (basic queries, troubleshooting, backups, DB connectivity).
• Experience integrating with Active Directory, LDAP, and identity/authentication services.
• Understanding of Exchange / Office 365 / Google calendar APIs or any enterprise calendar integration.
• Knowledge of PBX / VoIP / SIP concepts (experience with any UC platform: Cisco, Mitel, Avaya, Teams, etc.).
• Ability to script in PowerShell (preferred) or similar scripting languages.
Soft Skills
• Strong troubleshooting and root-cause analysis abilities.
• Ability to own escalations, communicate clearly with stakeholders, and work cross-functionally.
• Adaptable, quick learner, capable of mastering Contact Center components and architecture rapidly
For more information, visit Why Mitel or follow us on LinkedIn here.
Mitel is committed to achieving workforce diversity and creating an inclusive working environment. Diversity makes sense for us, for our customers and for our future. We value differentperspectives, skills and experiences, and welcome applications from all sections of the community.
