Responsibilities: -
- Perform change request across all Voice technologies based on new design standards and business requirements.
- Provide Voice fault investigation, troubleshooting, resolution, recovery, and root cause analysis within specified timeframes while managing escalation effectively.
- Review and implement complex changes and device upgrades in critical environments.
- Manage Voice operations and provide technical support for Enterprise Voice/Contact Centre.
- Manage service status, escalations, track major incidents and service issues. Coordinate updates to management and manage communications to users.
- Management Voice system Performance management, Patch management and capacity planning for all the Voice infrastructure
- Perform change request across all Voice technologies based on new design standards and business requirements.
- Renew Certificate of all the Voice systems to comply with bank policies.
- Deliver and implement Voice projects according to Bank standards and requirements.
- Update all project stakeholders on the project status and progress.
Job Qualifications
Qualifications, Skills and Experience Essential
- Bachelor’s degree and/or equivalent experience in Information Technology, Computer Science, Telecommunication.
- Qualifications for unified communication systems include expertise in Microsoft Teams, Avaya UC and Contact Centre Technology.
- Extensive experience managing compliance recording systems, includes Verint, Avaya ACR, Verint Verba, Nice Call Recoding/NTR-X)
- Experience with Session Border Controllers such as Ribbon SBC, Audio Code SBC, and Avaya SBC.
- Experience with IPC Trading systems (Unigy, Agility, Turrents)
- Experience in configurating and troubleshooting voice End points such as Avaya 96XX, J Series Phones, Softphones like one-x communicator and one-x agent, Poly Teams headphones.
- Hands-on Experience in configuring hunting lines, coverage paths, and trunking in both in Avaya and Teams Environment.
- Experience with monitoring products like EMS and Prognosis. Creating Dashboards would be advantageous.
- Working knowledge of H.323, SIP, DNS, SSL, DHCP and understanding of load balancer, firewalls.
- In depth knowledge of architectures, monitoring, security control, redundancy, and high availability for unified communications system
- Knowledge of the latest trends for Unified Communications Services
- Certification in UC platform Microsoft Teams, Avaya, Unigy (IPC)
- Certification in Ribbon & Audio Code SBC,
- Certification in compliance Recording platform like Verint, Verint Verba, Nice Recording/NTR-X.
- Certification like ITIL, PMP is advantage.
Representative Experience Should Include
- Voice and Unified communications systems qualifications (Cisco / Avaya / Nice / Verint / Microsoft
- Session border controllers.
- IPC trading systems (Unigy / Agility / Turrets).
- Understanding of Cloud services technologies for unified communications and cloud services.
