Job Description

RB Global is seeking a driven and technically skilled Telecommunications Analyst to support, optimize, and evolve our global enterprise communications ecosystem. This role is responsible for the day-to-day operation, administration, and continuous improvement of our cloud-based telephony, unified communications, contact center, conferencing, and mobility platforms supporting employees and customers across multiple regions worldwide.

Responsibilities

What You'll Do

- Manage and support RB Global's global telecommunications and unified communications environment, with a primary focus on RingCentral UCaaS and Contact Center solutions.
- Administer, configure, troubleshoot, and optimize enterprise voice, messaging, video, contact center, and mobility services.
- Act as a technical SME for telephony and collaboration technologies, providing guidance to business stakeholders and IT teams.
- Respond to incidents, service requests, and escalations through ServiceNow while meeting established service levels.
- Partner with business units to deliver communications solutions that improve operational efficiency and employee experience.
- Lead or participate in global telecommunications projects including migrations, expansions, platform upgrades, integrations, and technology refresh initiatives.
- Manage user provisioning, call routing, auto attendants, call queues, IVRs, number management, licensing, and reporting.
- Monitor platform performance, identify opportunities for improvement, and proactively address service issues before business impact occurs.
- Collaborate with network, infrastructure, security, and workplace technology teams to ensure reliable end-to-end service delivery.
- Work closely with vendors and service providers to resolve incidents, manage escalations, and deliver telecommunications projects.




- Create and maintain technical documentation, operational procedures, knowledge articles, and support guides.
- Support conference room and collaboration technologies across global office locations.
- Provide end-user training and technical guidance for communications tools and services.
- Participate in after-hours maintenance windows, major incident response, and global support activities as required.
- Drive process improvements through automation, standardization, and adoption of industry best practices.

Qualifications

Required Qualifications

- Diploma or degree in Telecommunications, Information Technology, Computer Science, or equivalent experience.
- 5+ years of experience supporting enterprise telecommunications and unified communications environments.
- Strong experience supporting RingCentral UCaaS, RingCentral Contact Center, or similar cloud communications platforms.
- Hands-on experience administering enterprise telephony systems including:
- Call routing
- Auto attendants
- Interactive Voice Response (IVR)
- Call queues
- Direct inward dialing (DID) management
- Voicemail and messaging services
- Contact center operations
- Experience supporting cloud-based PBX and unified communications platforms.
- Robust understanding of SIP, VoIP, QoS, telecommunications protocols, and voice networking concepts.
- Experience administering and supporting Microsoft Teams Phone, Teams collaboration services, and Teams integrations.




- Experience supporting enterprise collaboration and conferencing technologies including Microsoft Teams, Slack, Logitec, and Webex
- Working knowledge of WAN, LAN, wireless networking, and their impact on voice quality and communications services.
- Experience with service management platforms such as ServiceNow.
- Strong troubleshooting and root-cause analysis skills across voice, network, and endpoint technologies.
- Exceptional customer service, communication, and stakeholder management skills.
- Ability to manage multiple priorities and work effectively in a globally distributed environment.

Preferred Qualifications

- Experience supporting telecommunications services across multiple countries and time zones.
- Experience with telecom carrier management, circuit provisioning, and vendor relationship management.
- Experience with contact center technologies and workforce communications platforms.
- Knowledge of telecom security, compliance, and governance best practices.
- Experience with reporting, analytics, and performance monitoring within UCaaS and Contact Center platforms.
- Relevant certifications such as:
- RingCentral Certified Professional
- Microsoft Teams Administrator Associate
- ITIL Foundation
- CCNA Collaboration or equivalent

Success in This Role

- The successful candidate will be a proactive, results-oriented telecommunications professional who:
- Takes ownership of service reliability and customer experience.
- Continuously looks for opportunities to modernize and improve communications services.
- Balances operational support with strategic project execution.
- Builds strong partnerships across IT, business teams, vendors, and service providers.
- Thrives in a global environment supporting critical business communications across multiple regions

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