Telephony & Unified Communications Engineer

Job description

Who we are: We are BASF, the largest chemical company in the world, with over 150 years of experience. In Montevideo, we are a Hub made up of more than 1,000 employees who provide services for all BASF companies in the Americas. We offer professional solutions in finance, purchasing, reporting, logistics, technology, human resources, projects, communication, legal matters, environment, safety, health, and quality. Main Objective As part of the service delivery team your main role will be to support in the daily coordination, external operation and governance of Unified Communication services delivered by our external provider, while acting as a liaison between customers, internal stakeholders and the provider to ensure reliable and business-aligned service delivery. Tasks Support the Service Delivery global team in the day-to-day coordination of Unified Communication services delivered by the external provider, ensuring business continuity working closely with all regional service managers. As first line of operational contact you will assist the Service delivery manager to ensure the service delivery performance is aligned with the agreed SLAs, KPIs, and operational expectations. Support the organization and coordination of regular service review meetings with the provider for changes, incidents, requests, problems, etc. Follow up on open actions, service issues, improvement measures, and escalations to ensure timely resolution. Act as a supporting contact for the external UC provider in operational and service-related matters. Help ensure that incidents, service requests, escalations, and changes are properly tracked and followed by the provider. Ensure critical tasks receive the proper level of attention. Assist in reviewing provider performance, identifying trends, and highlighting risks or recurring issues to the Service Delivery Manager. Support the coordination of provider activities with internal teams and business stakeholders. Support in major incidents when required. Serve as a day-to-day liaison between customers / stakeholders and the external provider for service-related topics. Collect and consolidate feedback, requirements, and service concerns from business stakeholders, sites, and internal IT teams. Help to transfer the business needs into structured inputs for the Product Owner and the external provider. Communicate status updates, planned activities, service issues, and follow-up actions to relevant stakeholders. Support coordination with critical business stakeholders (Fire Brigade) Support the tracking of major incidents, recurring issues, problems, and escalations affecting Unified Communication services. Ensure that escalated issues are documented, followed up, and visible to the Service Delivery Manager. Help coordinate communication and follow-up during major service disruptions impacting end users or business operations, establishing contact with service desk, management, and other stakeholders. Support the Problem management process, RCA analysis and improvement actions for repeated service issues. Coordinate, analyze, review, and approval of change requests. Support and work in close contact with Contract value management to identify gaps in the CMDB ensuring the provider applies the needed corrections and permanent remediation to the identified process gaps. Support reporting activities related to service quality, incident trends, provider performance, and user feedback. Assist in identifying opportunities for service improvement, standardization, optimization, cost reductions and better user experience. Support improvement initiatives, rollouts, and service transition activities as required. Ensure governance artefacts and service records are accurate and up to date. Requirements Education: Degree in Computer Science, Informatics, Business Informatics or in a comparable field. Working Experience: 6+ years of experience in Unified Communications technologies and services. 3-5 years of experience in IT service coordination, service delivery, and provider management. 3-5 years of experience working with ITIL service management processes. 3-5 years of experience working with external service providers and managed services. 3-5 years of experience supporting global enterprise environments. 1-3 years agile project experience (nice to have). Language skills: Advanced level in English. Technical skills: Advanced skills in Unified Communications technologies and services. Advanced skills in IT service management and service delivery governance. Advanced skills in ServiceNow and service management tools. Intermediate skills in cloud solutions, virtualization, and monitoring tools. Intermediate skills in networking and telecommunications infrastructure. Intermediate skills in IT security and vulnerability management. Intermediate skills in Agile methodologies and DevOps practices. Soft skills: Advanced stakeholder management and communication skills. Advanced organizational and coordination skills. Advanced analytical and problem-solving skills. Advanced decision-making and prioritization skills. Advanced self-organized working skills with a proactive mindset. Advanced collaboration skills in multicultural and global environments. Advanced continuous learning and growth mindset. What we offer: Living BASF means being part of a culture where the focus is on people and on their professional and personal development. Our diversity, collaboration, and leadership style make the difference. When you join our team, we offer you: A hybrid and flexible working model Access to a learning ecosystem with on ‑ demand resources and tools Private medical insurance for you and your family from day one, as well as life insurance Additional flexible leave days, in addition to your statutory vacation days The possibility of remote work from abroad for up to 6 weeks a year A day off on your birthday A day off for moving Annual bonus (subject to meeting the requirements established by internal policies) Well ‑ being benefits, such as on ‑ site nutrition services and massages BASF considers Law N° 19.691 and Decree N° 73/019 in all its hiring processes. Every qualified candidate who meets the requirements established in the job description will be considered in this hiring process with no distinction. Moreover, BASF is an equal-opportunity employer. We enthusiastically accept our responsibility to make employment decisions without regard to race, age, civil and social status, national origin, disability, sex, gender identity or expressions, or any other candidate or employee´s characteristic or group that is not related to their aptitude and suitability for the position. Our management is committed to following this policy concerning hiring, placement, promotion, transfer, demotion, layoff, termination, recruiting, pay, and other forms of compensation, training, and general treatment during employment.