Voice Engineer

Summary

Join our team as a Voice Specialist with 1-3 years of experience! This role requires strong technical expertise and excellent communication skills to manage and troubleshoot global voice systems. You will proactively monitor, diagnose, and resolve issues to ensure seamless communication. The ideal candidate will be proficient in various platforms and tools, including Cisco Call Manager, Amazon Connect, and ServiceNow. Experience with Change, Release, and Incident Management processes is essential. This position demands a proactive individual capable of maintaining optimal voice system performance.

Requirements

• Exceptional verbal and written communication abilities
• Fluent English
• CCNP (Voice) certification or equivalent courses and practical experience
• Proficiency in monitoring tools like ServiceNow (SNOW) and JIRA
• Experience with Cisco Call Manager, Call Center Systems, Amazon Connect, Voice Recording (NICE), and Retention Systems
• Proficiency in Audio Conferencing, Avaya, Zoom, Unity Mail Systems, Trader Voice Platforms (IPC BT Unigy, ISR Hoots), SBC Voice Gateways, and SIP Routing
• Experience in Change Management, Release Management, and Incident Management processes

Responsibilities

• Monitor global voice equipment using advanced monitoring tools
• Diagnose and resolve technical issues related to voice communication systems
• Utilize ServiceNow (SNOW) and JIRA for effective monitoring and issue tracking
• Apply technical expertise across various platforms, including Cisco Call Manager, Call Center Systems, and Amazon Connect
• Manage voice recording, retention systems, audio conferencing, and other related platforms
• Oversee SBC Voice Gateways and SIP Routing for optimal performance
• Participate in Change Management, Release Management, and Incident Management processes to ensure system reliability and efficiency