Voice Specialist
Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you’d like, where you’ll be supported and inspired by a collaborative community of colleagues around the world, and where you’ll be able to reimagine what’s possible. Join us and help the world’s leading organizations unlock the value of technology and build a more sustainable, more inclusive world.
Your Role
As a Voice Specialist, you will be responsible for monitoring, maintaining, and optimizing global voice infrastructure to ensure seamless communication services across business operations. You will act as a key technical contributor, handling incident resolution, system performance monitoring, and supporting change and release processes within a structured ITIL environment.
In this role, you are expected to bring hands-on technical expertise, operate independently on day-to-day activities, and collaborate across global teams to deliver reliable and high-performing voice solutions.
Responsibilities & Scope
- Monitor and manage global voice infrastructure using enterprise monitoring tools to ensure high availability and performance.
- Independently handle incident management, diagnosing and resolving voice-related issues within SLAs.
- Manage and track tickets through ServiceNow (SNOW) and JIRA, ensuring accurate documentation and timely updates.
- Troubleshoot across multiple voice platforms and technologies, coordinating with internal and external teams when required.
- Execute and support change management and release management processes, ensuring minimal service disruption.
Your Profile
- Communicate with clarity and impact – Deliver precise, confident, and customer-focused communication across global teams and stakeholders.
- Own and solve with accountability – Take end-to-end responsibility for issues, demonstrating strong problem-solving and decision-making capabilities.
- Leverage technical curiosity – Continuously deepen expertise across voice technologies, staying proactive in learning and adapting.
- Collaborate in a global mindset – Work seamlessly across geographies, fostering trust, inclusivity, and shared outcomes.
- Drive excellence through continuous improvement – Identify opportunities to optimize processes, enhance performance, and elevate service quality.
What you’ll love
- Empowered Careers with Purpose: Work on meaningful projects that use technology to solve real-world challenges.
- Own Your Growth: Award winning career acceleration programs
- Express Your Uniqueness: Inclusive leadership trained on unconscious bias
Need to know
Career Development in Spanish & English: Training, certifications, and mentorship programs available in both languages to support bilingual growth.
Community Engagement: Participate in local volunteering initiatives, tech meetups, and cultural events that connect you with the Capgemini community.
About Capgemini
Capgemini is an AI-powered global business and technology transformation partner, delivering tangible business value. We imagine the future of
organizations and make it real with AI, technology and people. With our strong heritage of nearly 60 years, we are a responsible and diverse group of over 420,000 team members in more than 50 countries. We deliver end-toend services and solutions with our deep industry expertise and strong partner ecosystem, leveraging our capabilities across strategy, technology, design, engineering and business operations.
At Capgemini Mexico, we aim to attract the best talent and are committed to creating a diverse and inclusive work environment, so there is no
discrimination based on race, sex, sexual orientation, gender identity or expression, or any other characteristic of a person. All applications welcome and will be considered based on merit against the job and/or experience for the position.Choosing Voice Specialist means choosing a company where you will be empowered to shape your career in the way you’d like, where you’ll be
