Expert Solutions Audio & Professional Headsets – Jabra / EPOS

Project overview

Context of the mission

As part of the reliability of its digital work environment, a large organization is looking for an expert responsible for the administration and evolution of its professional headset solutions.

The mission primarily concerns Jabra and Sennheiser / EPOS equipment, as well as their firmwares, drivers, software agents, and administration platforms. The consultant will ensure their proper integration with workstations, Microsoft Teams, Teams Phone, and other telephony solutions in scope.

Objectives of the service

Ensure stable and consistent audio quality for all users;

Reduce the number of incidents related to equipment, firmwares, drivers, and software configurations;

Identify the causes of acoustic anomalies encountered in real conditions;

Monitor the operation of hearing protection devices;

Keep administration solutions and technical components up to date;

Develop the autonomy of internal teams through reliable standards, procedures, and indicators.

Main missions

Administration and operational maintenance

Administer Jabra and Sennheiser / EPOS equipment, as well as their centralized management tools;

Ensure the monitoring and updating of firmwares, drivers, agents, and administration consoles;

Define reference configurations adapted to different models and uses;

Organize update campaigns: qualification, testing on a pilot scope, deployment, monitoring, and rollback;

Participate in the lifecycle management of hardware and associated software components.

Advanced support and incident resolution

Handle complex incidents and level 2 and level 3 escalations;

Diagnose problems of disconnection, crackling, distortion, echo, latency, volume variation, untimely device change, or loss of recognition;

Reproduce anomalies and collect logs and technical data necessary for their analysis;

Distinguish between causes related to hardware, software, network, or user environment;

Conduct root cause analyses and define corrective and preventive measures;

Coordinate investigations with internal teams, telephony teams, manufacturers, publishers, and specialized partners;

Centralize observed incidents and phenomena in a shared tracking tool with the Prevention and Human Resources teams.

Expertise and acoustic analysis

Study perceived audio quality, sound levels, acoustic peaks, and the effectiveness of protection mechanisms;

Develop test protocols covering wired and Bluetooth usage, with or without dongles, both on-site and remotely;

Compare results based on headset models, firmware versions, applied settings, and software environments;

Utilize conclusions and measurements made by specialized laboratories, particularly LNE;

Produce reports detailing the methods used, findings, evidence gathered, risks, and recommendations;

Define immediate workarounds as well as a sustainable correction plan.

Configuration and integration with workstations

Analyze interactions between headsets, firmwares, drivers, manufacturer agents, the operating system, and softphones;

Verify that defined configurations are actually applied to the equipment;

Identify discrepancies between theoretical configuration and observed behavior;

Optimize audio settings and device selection rules;

Participate in compatibility testing with Microsoft Teams, Teams Phone, and other communication tools;

Formalize technical standards and compatibility matrices.

Evolution and industrialization of solutions

Evaluate the existing architecture and identify risks of obsolescence, security, or incompatibility;

Evolve consoles, agents, connectors, configuration policies, and repositories;

Prepare change requests, test plans, rollback procedures, and deployment summaries;

Automate and industrialize update management across the entire fleet;

Keep architecture, operational, and support documentation up to date;

Ensure knowledge transfer to internal teams.

Profile sought

The consultant must have solid expertise in the operation, diagnosis, and incident resolution of professional audio environments. They must be able to intervene on both the equipment and its software components and their integration with workstations.

Significant experience with Jabra and Sennheiser / EPOS solutions, Microsoft Teams / Teams Phone environments, and N2/N3 support is particularly expected. The candidate should also be able to industrialize configurations, manage technical evolutions, and produce clear and usable documentation.

Project details

• Start: ASAP
• Duration: 12 mois (renouvelables)
• Location: 75001 PARIS, FR
• Languages: French