Job Responsbilities:
Will be the technical expert for Unified Communications, Voice and related infrastructure products in UOB. As such, the successful candidate is expected to:
• Provide deep level support and act as the last level of technical escalation point for all production support activities within the Bank.
• Manage all technical activities and issue resolution of incidents and problems, where required.
• Regularly review and fine tune the systems to ensure overall health and stability of the technical solutions within their scope.
• Work with the Product Owners on the development of technology roadmaps and Application Teams on their adoption.
• Contribute to the development and maintenance of best practices, standards, and knowledge base.
• Review and implement programmes to drive the development of competency and skills of engineers.
As technical expert for Unified Communications and Voice:
• Contribute to the development of best practices, standards and knowledge base.
• Document, review and maintain relevant technical documentation such as design and configuration guides.
• Drive the development and training of technical skills.
• Assist in technical assessment of candidates for open roles.
• Manage service improvements for all Unified Communications Systems, Voice and related infrastructure products.
• Actively keep up to date with industry trends, new technologies and security issues and reviews them with a view to address or incorporate them into the technology roadmap and products.
• Provide technical direction and implement solutions to maintain the availability, reliability and security of the Unified Communications and voice infrastructure in accordance to the SLAs.
• Review, develop and test EOS/EOL plan, execute upgrades, tech refresh and patching processes for all the Unified Communications and Voice systems.
• Review system and application designs and set up. Work with Application Team and Domain Architects to enhance system and application’s resiliency, reliability, availability and security
• Provide technical support and consultancy to Application and Project Teams as Subject Matter Expert.
• Participate in internal and external audit activities.
Job Requirements:
• Degree in Computer Science or related field preferred.
• Minimum 10 years hands-on experience in managing and troubleshooting Unified Communications, Contact Centres and Voice Solutions including:
o Experience working with CUCM, Unity Connection, Cisco IMP, Jabber, Expressways, UCCX and CMS.
o Experience working with Avaya Aura Communication manager, Media Gateways, Avaya Aura SM/SMGR and Avaya Aura Media Server (AAMS).
o Experience working with Cisco Voice Gateways (ISR G2 / 4K), CUBE, Avaya SBC, CC, data network, etc.
o Experience working with MGCP, VOIP, H.323 , ISDN and SIP implementation.
o Experience in troubleshooting voice routing and call quality issues.
o Experience of 3rd party application integrations with UC.
o Knowledge of advanced UC and voice troubleshooting and resolution.
• At least 5 years’ experience in leading a technical team.
• Experience in implementing and operating cloud based unified communications services.
• Able to communicate effectively both verbally and in writing to senior stakeholders.
• Ability to establish and maintain effective working relationships with a diverse group of people, including internal clients and external vendors.
