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Voice Specialist
Infosys —Ciudad de México, CDMX
- Administración de personal
- Habilidades de comunicación
Postulación rápida
5d

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Voice Specialist

Infosys -
Ciudad de México, CDMX

Postulación rápida

Información del empleo

Hace 5 días

Cualificaciones

Jira
Administración de personal
Gestión de incidentes
CCNP
Avaya
Habilidades de comunicación

Descripción completa del empleo

Voice Specialists:

Voice Engineer (Specialist) to be part of a highly energetic Global Voice support 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 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.

RESPONSIBILITIES

The 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 tools
Troubleshooting and Resolution to any production issues (monitoring or user reported)
Track and document production issues and study chronic issues until found solution
Ensuring issues are worked on within agreed SLA / SLT
Ownership of all assigned tasks till completion
Analyse, judge and escalate complex and critical issues to Leads / product engineering teams in timely fashion
Working with networking product vendors and telecoms service providers with regards to production issues.
Follow global change management procedures and best practices for implementation
Engineering should have a working knowledge of industry wide best practice. Change management, Incident management, Release management.
Document and maintain accuracy of standard operating procedures and best practices for areas of responsibility

SKILL / EXPERIENCE

Minimum of 1-3 years of hand on experience in voice domain / infrastructure
Experience with managing, monitoring and supporting Voice infrastructure globally
Experience with monitoring tools such as Snarts, Apphero, SNOW, Jira
Experience working in a team-oriented and collaborative environment
Ability to diagnose Voice alerts, events or issues along with strong analytical and problem-solving skills
Ability to handle múltiple concurrent tasks with minimal supervision and ability to work on flexible schedule
Highly self-motivated with positive attitude and ability to work independently in a global team environment
Ability to lead, overseas, plan/execute all technical aspects of voice infrastructure upgrades, installations and enhancements along with maintenance activities in an enterprise environment
Maintain accurate records of changes, incidents, projects and as built
Work actively with team members and voice operations management to improve team efficiency and efficacy
Assess risk associated with voice platform issues and respond/communicate/escalate in a timely manner
Technical experience on anu three platforms like Cisco Call Manager, Call Center Amazon Connect, Voice Recording (Nice) and retention, Audio Conferencing ISR/Hools), SBC, Voice gateway and SIP routing is preferred
Prior experience of maintaining high service levels in a high availability environment and adhere to the expectations
Prior experience of planning, executing and validating changes in a production environment.
Excellent verbal and written communication skills.

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Voice Specialist

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