Voice Engineer (Specialist)

Voice Operations Specialists

We are seeking a Voice Engineer ( Specialist) to be part of a highly energetic Global Voice operations team. This position requires the candidate must have 1-3 years of relevant experience in voice infrastructure support / management. The candidate must have good verbal and written communication skills; experience in monitoring, operating, implementation support and management of complex Voice infrastructure and be comfortable working in a geographically diverse environment including night shifts if required on rotational basis.

MANDATORY

• CCNP (Voice) and relevant course and working experience

RESPONSIBILITIE

SThe Voice Engineer will be part of Voice operations team responsible for proactive voice infrastructure management of the Global voice infrastructure which includes Cisco Call Manager, Call Center (Amazon Connect), Voice Recording (Nice), Audio Conferencing (Avaya, Zoom), Unity Voice mail systems, Trader Voice platforms (Unigy, IPC, BT, Hoot and private lines), external Connectivity’s (Clients & Vendors) and telephony service providers

• .Monitoring the Voice Equipment’s deployed globally using Monitoring tool
• sTroubleshooting and Resolution to any production issues (monitoring or user reported
• )Track and document production issues and study chronic issues until found solutio
• nEnsuring production issues are worked on within agreed SLA / SL
• OOwnership of all assigned tasks till completio
• nAnalyse, judge and escalate complex and critical issues to Leads / product engineering teams in timely fashio
• nWorking with networking product vendors and telecoms service providers with regards to production issue
• sFollow global change management procedures and best practices for implementation
• .Engineer should have a working knowledge of industry wide best practices. Change management, Incident management, Release management
• .Establish and maintain effective working relationships with internal and external technical, business, and support groups, including vendor/partner relationships
• .Document and maintain accuracy of standard operating procedures and best practices for areas of responsibility

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SKILL / EXPERIENC

• E:Minimum of 1- 3 years of hand on experience in voice domain / infrastructu
• reExperience with managing, monitoring and supporting Voice infrastructure global
• lyExperience with monitoring tools such as Smarts, Apphero, SNOW, JI
• RAExperience working in a team-oriented and collaborative environme
• ntAbility to diagnose voice alerts, events or issues along with strong analytical and problem-solving skill
• s.Time management and organizational skil
• lsAbility to handle multiple concurrent tasks with minimal supervision and ability to work on flexible schedu
• leHighly self-motivated with positive attitude and ability to work independently in a global team environmen
• t.Ability to lead, oversee, plan/execute all technical aspects of voice infrastructure upgrades, installations and enhancements along with maintenance activities in an enterprise environmen
• t.Maintain accurate records of changes, incidents, projects and as-built documentatio
• n.Work actively with team members and voice operations management to improve team efficiency and efficac
• y.Assess risk associated with voice platform issues and respond/communicate/ escalate in a timely manne
• r.Technical experience on any three platforms like Cisco Call Manager, Call Center Amazon Connect, Voice Recording (Nice) and retention, Audio Conferencing (Avaya, Zoom), Unity Voice mail systems, Trader Voice platforms (IPC, BT, Unigy, ISR/Hoots), SBC, Voice gateway and SIP routing is preferre
• d.Prior experience of maintaining high service levels in a high availability environment and adhere to the expectation
• s.Prior experience of planning, executing and validating changes in a production environmen
• t.Excellent verbal and written communication skill